At Navan, our mission is to power the in-person connections that move people, ideas and businesses forward. We help our travelers focus on being there, not getting there and our Global Operations and Service team is central to this mission! As a member of our quickly growing Global Operations and Service team, you will be responsible for directly supporting our users travel needs. As owners of customer satisfaction, your role is to solve issues, communicate effectively, and collaborate with internal teams to remove any barriers for the traveler - all while providing a best-in-class customer experience. As the front line of our business, you will have a unique opportunity to provide regular feedback to our product, design and engineering teams as they work towards continually improving our customer facing and internal platforms. This is an exciting role where you will have a direct impact on our day to day operations, traveler experience and product development! What You ll Do: Assist our travellers with best-in-class travel support through multiple contact channels: chat, call and email. Maintain extensive supplier, destination and system knowledge. Make quick and accurate analyses of customer needs, persona and level of urgency. Provide accurate information for hotel, flight, car and rail bookings, as requiredSupport users with self-service of the Navan platform and app where possible.Respond to customers within SLA expectations and requirements. Follow company and customer travel and expense procedures and policies in addition to global compliance procedures. Provide regular feedback to stakeholders on the progress of goals and performance of key operating processes. Participate in team meetings to stay up to date with new product launches, supplier updates, and industry changes. Build upon your travel industry knowledge to continue to set the standard for best-in-class travel support. Adhere to attendance policy and complete all assigned training. Meet individual performance metrics in support of the organization and company business objectives. What We re Looking For: 4+ years of experience in TMC/BT Consultant Role covering all supplier products i.e air, rail and hotel 2+ years of GDS experience (Sabre, Amadeus, Galileo) to intermediate level - MANDATORY REQUIREMENT IATA accreditation (WWAFT/WAII/BA2) Customer Service experience within a contact center or customer facing role. Tech Savvy - not an expert but will be confident in Gmail, Zendesk, Slack and Salesforce as well as our internal travel customer service platform. Reliable and flexible with an openness to working non-traditional shifts (early mornings, late evenings and weekends), as we scale our support organization Ability to multitask with a desire to resolve urgent matters as quickly and efficiently as possible. An empathetic disposition with the ability to maintain a professional attitude at all times An independent thinker who is able to use available resources to troubleshoot issues and resolve customer inquiries. A skilled communicator with excellent verbal and written communication A team player who thrives in collaborating, giving and receiving feedback and lifting others up An interest in travel with a basic understanding of world geography

We re looking for a Staff Product Designer to join our growing team in India. Our ideal candidate has experience designing and enabling global teams to use design systems, including native components for mobile. This candidate also has product design experience and can generate impactful new ideas then bring them to life by using their deep design toolkit and influential storytelling. This role will start with a deep focus on accessibility and design system development, then extend to product design to support the India team s product strategy. What You ll Do: Lead accessibility efforts by right-sizing and extending our design system, as well as designing new and retrofitting old components to meet accessibility standards.Document standards for accessible product design and enable global design, product, and engineering teams to meet those standards as part of standard practice.Present complex concepts in an easily digestible narrative to influence partners and stakeholders.Prototype complete experiences (going beyond screens) to make an improved product and service feel tangible.Advocate for the user by developing a deep understanding of the end-to-end experience. You ll sweat the details so our travelers don t have to.Contribute to more elegant, predictable experiences by defining and enhancing the components we use across our core mobile and web flows.Collaborate and design across team lines to help provide our customers with a seamless experience.Take your designs all the way to the finish line and into our customer s hands. What We re Looking For: 7+ years of product design or design systems experience-mobile experience is a must.Demonstrated experience designing elegant web and mobile experiences from complex systems.A proven track record of driving and shipping quality and impactful work in a consumer, e-commerce, or B2C product.A strong portfolio of work that demonstrates strong strategic thinking as well as a deep commitment to details, excellence, and craft.A belief that fast cycles of soliciting feedback is the way to continually raise the quality of your work and that excellence is found in the details. You re excited to drive impact by balancing short term wins with long-term holistic experiences.A working knowledge of design thinking and user-centric practices that you can wield to define an innovative vision that you temper with a practical understanding of the technological, business and user opportunities and constraints.A team oriented mindset. You believe that designers are facilitators and know the best work is done with a team of diverse perspectives. Strong communication skills. You know that behind every design decision is a story to be told. Yes, we use Slack, but we also Zoom often-including with our colleagues in San Francisco.Enthusiasm and a growth mindset! Our team is composed of smart, curious, fun individuals who dive headfirst into the problems at hand and share a genuine enthusiasm for building the next generation travel platform. An added background in travel-or a deep interest in travel-is a significant plus!

Navan is seeking a highly skilled and experienced Workforce Management Real Time Analyst. The successful candidate will be responsible for monitoring real-time contact center activity, managing staffing levels, and making adjustments as needed to ensure optimal service levels. The ideal candidate should have a deep understanding of Twilio and Calabrio software and should be able to use them effectively to manage the workforce in real-time. What You ll Do: Monitor real-time contact center activity, such as contact volume, staffing levels, and service levels, to identify areas for improvement and make adjustments as needed.Manage staffing levels in real-time to ensure optimal service levels are maintained.Communicate with agents and managers to ensure adherence to schedules and to provide feedback as needed.Work closely with other departments to ensure seamless communication and coordination of real-time workforce management activities.Continuously evaluate and improve real-time workforce management processes to ensure optimal efficiency and effectiveness. What We re Looking For: At least 2 years of experience in real-time workforce management, preferably in the travel industry.Experience with Gensys or Twilio and Calabrio software is a must.Strong analytical and problem-solving skills.Excellent communication and interpersonal skills.Ability to work under pressure and meet tight deadlines.Ability to work independently as well as in a team.Should be comfortable working one weekend day and ealry morning shift

We re looking for a Staff Product Designer to join our growing team in India. Our ideal candidate has experience designing and enabling global teams to use design systems, including native components for mobile. This candidate also has product design experience and can generate impactful new ideas then bring them to life by using their deep design toolkit and influential storytelling. This role will start with a deep focus on accessibility and design system development, then extend to product design to support the India team s product strategy. What You ll Do: Lead accessibility efforts by right-sizing and extending our design system, as well as designing new and retrofitting old components to meet accessibility standards.Document standards for accessible product design and enable global design, product, and engineering teams to meet those standards as part of standard practice.Present complex concepts in an easily digestible narrative to influence partners and stakeholders.Prototype complete experiences (going beyond screens) to make an improved product and service feel tangible.Advocate for the user by developing a deep understanding of the end-to-end experience. You ll sweat the details so our travelers don t have to.Contribute to more elegant, predictable experiences by defining and enhancing the components we use across our core mobile and web flows.Collaborate and design across team lines to help provide our customers with a seamless experience.Take your designs all the way to the finish line and into our customer s hands. What We re Looking For: 7+ years of product design or design systems experience-mobile experience is a must.Demonstrated experience designing elegant web and mobile experiences from complex systems.A proven track record of driving and shipping quality and impactful work in a consumer, e-commerce, or B2C product.A strong portfolio of work that demonstrates strong strategic thinking as well as a deep commitment to details, excellence, and craft.A belief that fast cycles of soliciting feedback is the way to continually raise the quality of your work and that excellence is found in the details. You re excited to drive impact by balancing short term wins with long-term holistic experiences.A working knowledge of design thinking and user-centric practices that you can wield to define an innovative vision that you temper with a practical understanding of the technological, business and user opportunities and constraints.A team oriented mindset. You believe that designers are facilitators and know the best work is done with a team of diverse perspectives. Strong communication skills. You know that behind every design decision is a story to be told. Yes, we use Slack, but we also Zoom often-including with our colleagues in San Francisco.Enthusiasm and a growth mindset! Our team is composed of smart, curious, fun individuals who dive headfirst into the problems at hand and share a genuine enthusiasm for building the next generation travel platform. An added background in travel-or a deep interest in travel-is a significant plus!

Navan company is seeking a Manager of Global Operations and Service 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 the Global Operations and Service team to a dedicated customer account responding to customers. What You ll Do: Frontline manager to Business Travel Consultants and Business Travel Consultants. You are responsible to coach, train, upskill and deliver great customer experience through well-developed travel consultants.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 behaviors 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 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 behavior metrics. Enabled to speak to actions that change behaviors from Business Travel Consultants that drive better performance to meet goals.Monitor Call Queues (ACD) and SLAs 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 organizationProvide 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 SabreCustomer-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 interactionsAbility to build relationships and motivate people and teamsProven mentor and motivator with a clear understanding of the support requirements, customer base, and challenges facing a fast-growing company.Excellent organizational skills interpersonal skills.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 organizationBachelors degree