Manager, Travel Experience

Navan company is seeking a Manager of Travel Experience to join our growing team. Your responsibility is focussed on one marquee account which means that your role is a combination of people managing a team of travel consultants and farming the service relationship with the marquee customer. This role provides leadership and operational oversight of Travel Experience team to a dedicated customer account responding to customers. What You’ll Do: Frontline manager to Travel Experience agents and Senior Travel Experience agents. You are responsible to coach, train, upskill and deliver great customer experience through well-developed travel agents. Conduct regular 1:1 meetings and quarterly reviews with team members to monitor progress, set expectations, and coach and develop employee skills including the creation and tracking of career maps. Provide performance feedback continually to encourage desired behaviours in line with corporate goals. Focus on skill competency, improving performance through the input of feedback and tracking the output of work. Manage escalations that occur and own customer issues through to completion and drive agents to utilize their skills, finding the knowledge to drive travelers' questions to completion at first time they reach out to Navan. Manage the relationship with the dedicated customer Travel Manager & Travel Specialist. They are your direct stakeholders which whom you need to collaborate with for a successful offline travel program. Monthly check-ins showing performance statistics, improvement plans and further development plans is part of your rhythm. Develop processes to ensure recovery from the most common service issues. Share best practices with team members to enhance the quality and efficiency of Customer Support and contribute to the Knowledge Base. Collaborate with your manager on the product / services requested by the dedicated customer and work internally on priority plans. Work with the wider support team to deliver on weekly and monthly performance and behaviour metrics. Enabled to speak to actions that change behaviours from Travel Experience agents that drive better performance to meet goals. Monitor Call Queues (ACD) and SLA's to ensure appropriate adherence and achievement of goals - report on weekly and monthly performance of the operation and, specifically, your team. When problems arise, perform root cause analysis to develop permanent corrective actions to improve processes where needed. Sunshine (share) the mistakes with the dedicated customer and transparently highlight improvements you are going to implement. Have deep knowledge of GDS (Sabre and/or Amadeus) to be able to assist agents, understand processes and travel nuances. Knowledge of, and familiarity with, CRM applications (e.g. Salesforce, Twilio, and familiar with a internally build agent CRM systems) Knowledge of, and familiarity with contact center applications (e.g. Calabrio, WorkDay, Workramp) Screen for and interview new hires as we scale our support organisation Provide input for the New Hire Training Program and ensure effective execution for modules delivered by Support. What We’re Looking For: 5+ years contact center / support experience at the manager level (own manager skills) 5+ years progressive leadership experience in a contact center / support environment (Agent -> Lead -> Supervisor, for example) 5+ years experience in travel with experience in Sabre 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 build relationships and motivate people and teams Proven mentor and motivator with a clear understanding of the support requirements, customer base, and challenges facing a fast-growing company. Excellent written and verbal communication skills, presentation and facilitation skills. Ability to work independently and effectively as part of a team. Business analytics, should be able to provide a data driven approach for operational challenges and strategies. Flexibility to work non-traditional shifts (early mornings, late evenings and weekends), as we scale our support organization 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. 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 improves company culture and drives business results. Navan invests in global office spaces — in the US , Germany , France , Spain , and the UK , among others — that feel welcoming and offers perks such as lunches and happy hours to create a strong team environment to help you do your best work. We operate on a hybrid working model, which we define as three days a week in-office. Please expect this policy for all roles that are tied to an office. 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. Please review Navan's Candidate Privacy Notice here . Job Search Best Practices We have been made aware of recruitment scams involving fraudulent attemptsto lure job seekers into sending money or personal information in returnfor fake job offers or coerce them into purchasing equipment by electronicfunds transfer (Zelle, Venmo, etc.) Legitimate Navan recruiters will neverask for money in any recruitment or onboarding activities. All availablejob openings at Navan will be posted on Navan’s website and all Navanrecruiters will be reachable through an email address ending in“@navan.com”.

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