Director, Travel Services

Location:Dallas, TX

Department:Global Operations and Service (GOS)

Navan is looking for a strategic and inspiring Director of Travel Services to lead our high-performing team responsible for delivering exceptional support to our travel customers. Based in the US, this role will oversee our Travel Experience operation, helping to shape and scale a best-in-class service model to support our rapid growth and evolving customer needs.

What You'll Do:

  • Own and evolve the end-to-end Travel Experience service model, ensuring it is purpose-built to support core, designated, dedicated, and in-plant customer segments.
  • Develop and maintain a scalable operating model that enables world-class service delivery aligned with Navan’s hypergrowth across verticals.
  • Lead, inspire, and grow a team of Travel Service professionals, with a focus on delivering exceptional experiences for our enterprise clients and key accounts.
  • Create and execute measurable talent strategies, ensuring the team is set up for success today and into the future.
  • Be accountable for key performance metrics, service quality, and operational efficiency across all channels supporting our travel customers.
  • Partner cross-functionally with site leaders, product, engineering, and commercial teams to ensure seamless and scalable support processes.
  • Drive continuous improvement through data insights, customer feedback, and agent experience to optimize both performance and satisfaction.
  • Identify and implement process and technology improvements that enhance service delivery and efficiency, including vendor and technology partner management.
  • Champion a customer-first culture, while also managing change effectively in a dynamic, high-growth environment.
  • Represent Travel Services at the leadership level, helping influence company-wide decisions that impact the customer journey.

What We’re Looking For:

  • A visionary leader with a passion for delivering world-class customer experiences and operational excellence.
  • 10+ years of experience in customer support or service operations, with 5+ years in senior leadership roles, ideally in a high-growth, global or matrixed organization.
  • Proven success leading large, distributed service teams with a focus on complex, high-touch customer experiences.
  • Experience with contact center operations, support tools, and performance management systems.
  • Background in the travel industry or working with travel-related services is strongly preferred.
  • Strong data and analytical skills with the ability to translate insights into strategy and execution.
  • A collaborative, empathetic leadership style and a track record of developing high-performing teams.
  • Exceptional communication and stakeholder management skills.
  • Strong program and project management skills, with the ability to drive execution under tight timelines and changing priorities.
  • Comfortable operating in a fast-paced, dynamic environment where innovation and adaptability are essential.

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".