Navan - Business Travel Solutions & Expense Management
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Capacity Strategist

Location:Lisbon, PT

Department:Global Operations and Service (GOS)

As a Capacity Strategist, you will own and continuously improve the capacity models and scheduling blueprints specifically for our most Elite service offering. Working closely with your global ROC peers, you will ensure our premium support operates seamlessly across a 24/7 "follow-the-sun" model. This is not a typical high-volume contact center environment; our dedicated & designated agents provide white-glove service primarily through complex email cases and high-touch phone calls.

We are looking for a tinkerer and a builder. While you will heavily utilize Genesys Cloud to manage the core infrastructure, you are never satisfied with the baseline. When off-the-shelf solutions do not fit the unique nuances of a premium global service model, you build your own. You will leverage AI, custom automation, or scripting to design and endlessly refine bespoke forecasting and scheduling workflows, always looking for ways to make the models faster, smarter, and more accurate.

What You’ll Do:

  • Continuous Model Improvement: You are obsessed with optimization. You will constantly test, tweak, and improve our forecasting models, using AI and custom automation to make sure our capacity plan is perfectly tuned to the realities of premium support.
  • Global Capacity Modeling: Build and maintain our 30-to-365-day capacity plans tailored specifically to our high-touch, multi-region service tier. You will partner with Recruiting to show exactly when and where we need to hire across the globe to maintain strict white-glove SLAs.
  • Tool Creation & WFM Mastery: Maximize the capabilities of Genesys Cloud, while simultaneously building your own custom solutions and algorithms for handling synchronous and asynchronous work across multiple time zones.
  • Smart Scheduling: Generate and manage schedules that reflect the realities of premium support. You will utilize Genesys Cloud alongside your custom models to build flexible scheduling workflows that balance agent work-life balance with the demands of highly personalized, round-the-clock traveler care.
  • System Configuration: Move shrinkage tracking (like PTO, training, and offline research time) out of spreadsheets and build automated ways to track and adjust for it directly within Genesys Cloud and custom ROC systems.
  • Data Validation & Collaboration: Utilize ThoughtSpot dashboards, validate your custom models against system-generated outputs, and explain the math clearly to regional Operations managers so they understand the staffing plan for their specific geography.

What We’re Looking For:

  • Experience: 3-5+ years in Workforce Management, specifically with a background in advanced capacity modeling and scheduling for premium, high-touch, or dedicated support models (heavy email and voice), multi-variable shrinkage modeling, and immediate to long term hiring plan architecture.
  • The Optimizer Mindset: You are deeply analytical and love refining models. You have a track record of using AI, writing scripts, or building custom automated tools to improve how data is forecasted and scheduled.
  • Tech-First Approach: You are comfortable working alongside data engineers and BI analysts. You understand how to pull data from modern stacks (Snowflake, BI dashboards) and feed it into Genesys Cloud or your own custom planning tools.
  • Global Collaboration: You thrive in a distributed, asynchronous environment and have experience modeling for multi-site, multi-region teams supporting a 24/7 operation.
  • Industry Context: Previous experience in the travel, hospitality, or aviation industry is a nice-to-have, as it helps to understand the unique seasonality of our business.
  • Education: Bachelor's degree in Business, Industrial Engineering, Statistics, or a related field. However, we believe in capability over credentials—degrees may be waived for candidates demonstrating elite operational agility and relevant experience.

 

Navan uses AI-assisted Automated Employment Decision Tool (Metaview) to assist with evaluating resumes against job qualifications for this role. All final decisions are made by human recruiters and hiring managers. 

Human oversight: Metaview does not automatically reject candidates or make final hiring decisions. Our recruiters and hiring managers review all outputs and make the final hiring decision regarding every application. 

  • Your rights: If you prefer to have your application reviewed without AI assistance, you may request a human evaluation by entering your email here. Your decision to do so will not affect how your candidacy is evaluated. 

Please refer to our Candidate Privacy Notice for more information about our processing of personal data, and your rights.

About Navan

Navan (Nasdaq: NAVN) is the global AI-powered business travel and expense platform that makes travel easy for frequent travelers. From finding flights and hotels, to automating expense reconciliation, with 24/7 support along the way, Navan delivers an intuitive experience travelers love and finance teams rely on. See how Navan customers benefit and learn more at navan.com.

Culture of Excellence

Our team is our competitive edge — a high-performance group of smart, driven people committed to winning together. This dedication to excellence is why we’ve been recognized as a Best Place to Work by Built In (2023–2026), a G2 Best Global Software Company (2025–2026), Forbes Cloud 100 (2022–2025), and CNBC Disruptor 50 (2022–2025). At Navan, we provide an environment where top talent excels, offering the autonomy and fast-paced trajectory needed to build a defining career and do the best work of your life.

Our Benefits

Navan offers a comprehensive benefits program designed to support your well-being, financial security, and life outside of work. Our benefits, thoughtfully tailored by country to meet local needs, include healthcare coverage, insurance offerings, and wellness resources for you and your family.

We support long-term financial growth through retirement savings programs and opportunities to participate in our equity plans, so you can share in Navan’s success. To promote balance, we offer flexible time off, country-specific holidays, and paid parental leave for all new parents. Additional benefits include connectivity and commuting support*, mental health resources, and exclusive travel-related perks. Wherever you’re based, our benefits evolve with you.

Workplace Policy

Navan believes in the value of in-person connections, whether that’s 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. In-office perks such as company-provided lunches and happy hours create a strong team environment to help you do your best work. Our employees work from the office four days a week. 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 and Use of AI

As part of the recruitment process, certain personal data may be processed using automated tools, including tools that use AI. For details on how Navan collects and uses your personal data, 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".

*Applies to select locations.