Location:Delhi, IN
Department:Global Operations and Service (GOS)
Reporting to the Senior Operations Manager, the Operations Manager thrives in a high growth environment and easily adjusts to rapid changes in people, process, and product. You are very analytical, structured, and detail-oriented with a sharp focus on building scalable operations within complex cross-functional environments.
In the Operations Manager role, you’ll work directly with Operations leadership and product partners on strategic identification and prioritization of opportunities that will ensure we achieve our aims of contact deflection, efficient processing and customer experience excellence.
The Operations team works at the intersection of the most important issues facing the Global Operations & Service team. The Operations team works closely with senior leadership and cross-functionally, shaping and driving strategic, operational, and organizational improvements across the team such as:
Alignment to Global Service strategy and implementation of change, which embraces localisation
Being the critical interface with R&D (product, engineering) to ensure tech approach to self-serve and post booking travel support experience
Collaboration with front, mid, back office teams to drive the true TMC experience for customers
Driving customer insights to deliver improvements in quality, learning and product roadmap
Ownership of agent tooling to establish a world class consultant and customer experience
Consultant and Agent advocate and champion
Being the critical interface for the support product feedback received by the operational and service teams, owning the process of triaging, impact assessment and prioritisation towards our R&D teams (product, engineering)
Representing the Service team of consultants along with the Operational team of agents to support the product teams with regular Product improvement prioritization and working with the change management team to implement confirmed product roadmaps into operational success amongst our consultant population
Using sound logic to select and prioritize service improvement opportunities based on issue volume, users impacted, revenue impact, and other relevant metrics
Program as well as project management will form a key part of the role and this may include; supporting with the onboarding of acquisitions, managing new supply processes related to our inventory sources or working with third party support teams
Acting as a trusted partner for the Service leadership team. Being successful in the role you manage, analyze, understand and deliver according to well defined objectives and executing according to a well defined plan. The role requires to be hyper focussed on delivering the key responsibilities, further developments are clearly planned and prioritized
Build a long term process which includes project and task boards, monthly team meetings, quarterly prioritization with IT, Data, Security, Finance, CS, Product and Service
Working with our Business Process Analysts you will manage processes, identifying measurable improvement opportunities as well as understanding the success of any new processes which have been operationalised
Transforming our multi-system support tooling into a one view agent desktop (TX 2.0) and organizing high adoption and functionality of the tool
7+ Years in TMC/BT Operations Management role covering all supplier products i.e air, rail, car and hotel
5+ Years proven GDS experience to expert level
IATA accreditation (WWAFT / VAII / BA2)
Strong organizational skills to manage multiple concurrent projects with varied stakeholders
Strong ability to clearly develop and document processes
Ability to develop a strategy, communicate it clearly, and get buy-in and support to execute
Excellent communication skills and strong emotional intelligence
Ability to easily create and build relationships across varied teams, in varied locations and time zones, both internally and externally, whilst challenging the status quo
Ability to strategize and execute on a global scale, whilst incorporating localised nuances
Creative, solutions-driven person who acts independently whilst keeping your team(s) aligned
Prioritization legend, understand when and how to say no, or later
Knowledge of, and familiarity with, CRM applications (e.g. Salesforce, ZenDesk, etc)
Customer-Centric: The customer is at the forefront of everything we do - you must live and breathe customer support and promote high customer engagement through all interactions
Ability to work independently and effectively as part of a team
Business analytics - Data driven with the ability to apply and use data analytics to gain deeper, real-time insights into performance and trends
Results driven and proactive with ability to own and execute area of responsibility with excellence
Technically proficient with travel systems and third party supplier platforms and tools
Demonstrated ability to make effective use of available resources to complete tasks to agreed timelines
Leading by example at all times
Solid business acumen
#LI-AJ1
Navan About Us
Navan is the all-in-one super app that makes travel and expense easy so you can focus on being there, not getting there. Say goodbye to spending hours on the phone trying to change your flight or saving stacks of receipts to manually input expenses. From EAs and finance teams to travel managers and employees, Navan empowers people to focus on the things that matter most to them — all while providing companies with real-time visibility, savings, and control.
Navan’s investors include visionaries like Andreessen Horowitz, Lightspeed Ventures, Greenoaks, Zeev Ventures, and entrepreneurs Lee Fixel, Adam Bain, and Elad Gil. Valued at $9.2B, Navan is well-positioned for continued growth as it continues its takeover of the travel and expense market.
In April 2023, Navan expanded in the Indian market with the acquisition of Tripeur, a modern, people-centric corporate travel and expense management company. The group’s fifth acquisition in under two years, Tripeur joined the Navan Group alongside Spanish meetings and events specialists, Atlanta Events & Corporate Travel Consultants; Berlin-based modern travel management company, Comtravo; leading Scandinavian travel agency Resia AB; and London-based high-touch TMC, Reed & Mackay — the latter of which remains a standalone brand.
At Navan, we’re never satisfied with the status quo, and we know breakthrough ideas come from diverse perspectives. We are committed to cultivating a workplace that reflects the diversity of the customers we serve while fostering leadership and innovation. All voices are valued here and you’ll have the resources, tools, and training you’ll need to do the best work of your life.
Our Benefits
Navan provides a comprehensive benefits package tailored to support your well-being and financial security. Our offerings include generous medical plans, dental, and vision benefits with premiums covered by Navan, as well as various insurance options designed to cover each family's needs. We also prioritize your holistic wellness with perks like paid parental and bereavement leave, subsidized commuter benefits, mental health support, connectivity stipends, and even pet insurance.
Workplace Policy
Navan believes in the value of in-person connections, whether that is sitting down to have lunch with one another, taking a walking 1:1, or collaborating in a room together. The connections forged through face-to-face interactions improve company culture and drive business results. Navan invests in global office spaces — in the U.S., Europe, and Asia, among others — that feel welcoming. Perks such as lunches and happy hours create a strong team environment to help you do your best work. We prioritize in-person connections and operate on a four-day-in-office work model. Please expect this policy for all roles that are tied to an office.
Equal Opportunity
Navan is an equal opportunity employer. We make all employment decisions based solely on merit. We provide equal employment opportunity to all applicants and employees without discrimination on the bases of race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We prohibit any such discrimination or harassment. This policy applies to all terms and conditions of employment, including hiring.
Accommodations
Navan complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law. Navan will reasonably accommodate qualified individuals with a disability in connection with applications for employment as required by law.
If you need any assistance or accommodations due to a disability, you are welcome to email us at talent-accommodations@navan.com.
Candidate Privacy Notice
Please review Navan's Candidate Privacy Notice here.
Job Search Best Practices
We have been made aware of recruitment scams involving fraudulent attempts to lure job seekers into sending money or personal information in return for fake job offers or coerce them into purchasing equipment by electronic funds transfer (Zelle, Venmo, etc.) Legitimate Navan recruiters will never ask for money in any recruitment or onboarding activities. All available job openings at Navan will be posted on Navan’s website and all Navan recruiters will be reachable through an email address ending in “@navan.com” or “@navan.tech” or "@talent.navan.com".