Director, Travel Services
Operations
Indiranagar, Bengaluru, Karnataka, India
This person will report to the Senior Director of the India region and operate at the intersection of business, technology, and innovation. They will lead a large travel services team in India and partner closely with senior leadership across GOS and Navan to drive strategic, operational, and organizational improvements.
The role will focus on:
- Global Operations & Service strategy — defining and implementing scalable processes, operating models, and change initiatives.
- Customer experience — bringing the voice of the customer into broader business decisions and identifying opportunities to improve the experience across Service, Product, and Account Management.
- Product and technology partnership — serving as a critical interface for Product feedback and helping inform priorities for Product and Engineering.
- Customer implementation and transition — supporting new business implementations and leading operational transitions into Navan.
- World-class service experience — building an environment that consistently delivers an exceptional experience for both customers and employees.
- People leadership — hiring, developing, coaching, and leading a large organization of Senior Managers, Managers, and Agents.
This leader thrives in a high-growth environment and adapts quickly to changes across people, processes, technology, and product. They are an inspiring and highly accountable leader with a strong passion for customer experience, innovation, and team success, combined with a highly analytical, structured, and detail-oriented approach to building scalable operations in complex, cross-functional environments.
What You’ll Do:
- Communicate relevant global business updates, context, priorities, and feedback to and from the team.
- Partner closely with functional and site leaders globally to ensure service delivery, operating processes, and priorities are aligned with business objectives.
- Lead and motivate the GOS organization to deliver an elevated experience for customers globally while developing measurable talent strategies and programs aligned with business goals.
- Inspire, build, and coach a high-caliber leadership team, leading through trust, accountability, and strong execution.
- Identify opportunities, build business cases, and implement process improvements using data-driven insights. Use analysis to drive efficiency, scalability, and optimization across the operation.
- Own the data, metrics, and service model associated with customer support and service delivery.
- Serve as an effective partner to GOS leadership and cross-functional teams, setting objectives, driving execution, and continuously improving the traveler experience.
- Challenge the status quo and make recommendations on how to evolve the organization, operating model, and customer experience
What We’re Looking For:
- 10+ years of senior leadership experience spanning strategic planning, prioritization, program management, and customer service in a fast-paced, high-growth operations environment.
- 5+ years of leadership experience running a service organization in a complex, matrixed environment.
- Proven track record of building and developing high-performing, ambitious teams and delivering measurable business results.
- Ability to build strong relationships across diverse teams, locations, and time zones while constructively challenging the status quo.
- Strong collaboration and partnership skills, with the ability to mentor others and foster a high-trust, high-accountability environment.
- Exceptional communication skills, with the ability to synthesize complex issues and translate them into clear, concise messages for leadership, peers, customers, and global teams.
- Travel industry experience.
- Creative, solutions-oriented, and highly independent, with the ability to make decisions while keeping teams aligned.
- Exceptional prioritization skills, with sound judgment around when to say no, not now, or later.
- Demonstrated program and project management experience, with a strong track record of managing roadmaps, scope, dependencies, and challenging timelines.
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.
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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.