---
title: 'Director, Travel Services at Navan'
canonical: 'https://feeny.ai/job/director-travel-services-navan-dallas-0kd190csz4tf'
type: 'job'
last_seen: '2026-10-20'
---

# Director, Travel Services at Navan

- **Company:** Navan
- **Location:** Dallas, TX / United States
- **Work type:** remote
- **Posted:** 2026-10-15
- **Last confirmed live:** 2026-10-20
- **Apply:** https://navan.com/careers/openings?gh_jid=8114922

## Job description

The Navan Global Operations & Service (GO&S) team is seeking an experienced and forward-thinking Director of Travel Services to lead our North America Travel Services organization.

In this role, you will be responsible for delivering exceptional customer experiences, driving operational excellence, and building scalable, high-performing teams that support Navan's continued growth.

We're looking for a leader who combines strong operational expertise, a passion for the travel industry, and a technology-first mindset, with the ability to leverage AI, automation, and data-driven insights to transform how we support our customers.

## What You'll Do

- Lead and scale Travel Services operations across North America, ensuring consistent delivery of high-quality customer support while balancing customer satisfaction, operational performance, and cost efficiency.
- Own and continuously evolve the Global Operations & Service operating model, developing scalable support strategies across Core, Designated, Dedicated, and other specialized service offerings.
- Build and execute operational strategies that support business growth, improve efficiency, and deliver exceptional experiences across customer segments.
- Lead, develop, and inspire high-performing teams, fostering a culture of accountability, continuous improvement, engagement, and professional growth.
- Own operational performance and key service metrics, including SLA, customer satisfaction, quality, productivity, efficiency, and cost-to-serve, translating insights into measurable improvements.
- Champion the adoption of AI, automation, and emerging technologies to transform service delivery, improve agent productivity, enhance customer experience, and optimize operational costs.
- Partner closely with Product, Engineering, Analytics, and other stakeholders to identify, prioritize, and implement technology-driven improvements, including AI-powered agent assistance, automated quality assurance, knowledge management, and workflow automation.
- Leverage data and analytics to identify operational trends, anticipate customer needs, improve workforce efficiency, and drive strategic decision-making.
- Lead operational transformation initiatives, identifying opportunities to simplify processes, eliminate inefficiencies, and scale service delivery without compromising quality.
- Partner with Workforce Management, Learning & Development, Talent Acquisition, and other regional leaders to ensure effective capacity planning, hiring, training, and talent development.
- Collaborate with cross-functional stakeholders to ensure alignment between service delivery, customer expectations, business priorities, and financial objectives.
- Develop and execute strategies to continuously improve the traveler experience, particularly for enterprise and high-value customers with complex travel requirements.
- Drive operational readiness and effective crisis management during travel disruptions, irregular operations (IROPs), and other high-impact events.
- Manage relevant technology and vendor partnerships, including evaluating solutions, driving implementation, and ensuring measurable business outcomes.
- Challenge the status quo, bring forward innovative ideas, and lead initiatives that position Navan as an industry leader in travel services.

## What We're Looking For

Leadership & Operational Experience

- 10+ years of experience in Operations, Customer Support, or Service Delivery, ideally within a large-scale, global or multinational organization.
- 5+ years of senior leadership experience, managing large, complex teams in a fast-paced, matrixed environment.
- Proven track record of building, scaling, and transforming high-performing customer service or contact center operations.
- Strong understanding of contact center operations, including workforce management, capacity planning, service-level management, quality assurance, and operational efficiency.
- Demonstrated ability to translate business objectives into operational strategies, measurable KPIs, and tangible business outcomes.
- Strong financial and business acumen, with experience managing budgets, optimizing cost-to-serve, and making data-driven investment decisions.
- Proven ability to lead change, drive accountability, and build engaged, high-performing teams.
- Experience managing complex projects and cross-functional initiatives, delivering results against ambitious timelines.

AI, Technology & Innovation

- Demonstrated experience leveraging AI, automation, and digital technologies to improve customer support operations, employee productivity, and customer experience.
- Hands-on exposure to AI-powered customer service solutions, such as agent copilots, conversational AI, chatbots, automated quality assurance, intelligent knowledge management, or workflow automation.
- Ability to identify and prioritize AI and automation opportunities, translate them into practical use cases, and measure their impact on operational performance, customer experience, and cost efficiency.
- Strong understanding of modern contact center technology, including CRM platforms, omnichannel solutions, workforce management tools, and performance analytics.
- A technology-first mindset, with curiosity about emerging AI capabilities and the ability to drive adoption and change across large teams.
- Experience partnering with Product and Engineering teams to improve internal tools, automate processes, and enhance the agent and customer experience.

Travel Industry Expertise — Strongly Preferred

- Previous experience in the travel industry is strongly preferred, particularly within corporate travel, Travel Management Companies (TMCs), airlines, or travel technology organizations.
- Solid understanding of corporate travel operations, including reservations, ticketing, exchanges, refunds, travel policies, and complex itinerary management.
- Knowledge of Global Distribution Systems (GDS), particularly Sabre or Amadeus, and their role in travel servicing operations.
- Familiarity with travel industry challenges, including irregular operations (IROPs), airline disruptions, schedule changes, and time-sensitive traveler support.
- Experience supporting enterprise or high-value travel customers, with an understanding of the expectations associated with premium and dedicated service models.
- Understanding of travel industry trends, emerging technologies, and opportunities to improve travel servicing through automation and AI.

Leadership & Collaboration

- An inspiring, hands-on leader who is passionate about delivering exceptional customer experiences and developing talent.
- Exceptional communication and interpersonal skills, with the ability to simplify complex topics and influence stakeholders at all levels.
- Strong analytical and problem-solving capabilities, with the ability to make sound decisions in fast-paced, high-pressure environments.
- A collaborative mindset and proven ability to build strong partnerships across global teams and functions.
- Comfortable challenging existing ways of working, introducing new ideas, and driving meaningful organizational change.
- A strong sense of ownership, urgency, and accountability, with a consistent track record of delivering measurable results.

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](https://my.metaview.app/applications/opt-out?organization=15dd7e883f). Your decision to do so will not affect how your candidacy is evaluated.

Please refer to our[Candidate Privacy Notice](https://navan.com/candidate-privacy-notice) for more information about our processing of personal data, and your rights.

## About Navan

## Company Overview
- **One-liner**: Navan is the leading all-in-one, AI-powered business travel, payments, and expense management platform that makes corporate travel effortless for frequent travelers while giving finance teams full control.
- **Entity Type**: Public (ticker: **NAVN**, listed on Nasdaq Global Select Market in October 2025)
- **Headquarters**: Palo Alto, California, USA
- **Founded**: 2015
- **Founders**: Ariel Cohen and Ilan Twig

## Core Business
- **Primary industry/industries**: Corporate travel management, expense management, travel technology, payments.
- **Target customers**: B2B – mid-market to enterprise companies; also SMBs.
- **Mission or purpose statement**: "Make travel easy for every traveler by being the best travel agency on the planet."

## Products & Services
- **Navan Travel**: AI-powered booking platform for flights, hotels, and ground transportation with extensive inventory access (including NDC content from 17+ airlines).
- **Navan Expense**: Automated expense management that categorizes and reconciles receipts, with real-time policy enforcement and integration with ERPs.
- **Navan Edge**: AI travel assistant (chat-based) that handles bookings and provides 24/7 human support.
- **Navan Rewards**: Incentive program that rewards employees for booking below budget.
- **Navan Connect (BYOC)**: Card-link technology that connects corporate cards from 250+ banks, enabling unified spend visibility.
- **Navan Corporate Cards**: Physical and virtual cards for payments.

## Market Standing
- **Valuation/Market Cap**: Not publicly available in search results (post-IPO, real-time market cap available on exchanges).
- **Key Metric**: **Total Headcount** ~3,300 employees (as of 2026); **Number of customers** – thousands, including major enterprises like Heineken, Unilever, Wayfair, and Zoom.
- **Notable Investors/Partners**: Not listed in provided sources, but strategic partners include Amadeus (dual-GDS model) and major airlines via NDC.
- **Growth Signals**: Went public in October 2025; expanded globally through acquisitions of Comtravo (Germany), Resia (France), Tripeur (India), and Reed & MacKay (Europe); now operates 50 offices worldwide; first TMC to integrate AI across the entire platform.

## Competitive Advantages
- **AI-first platform**: First travel management company to embed AI across search, booking, expense reconciliation, and customer service.
- **All-in-one T&E**: Combines travel, expense, and payments in a single system, eliminating the need for multiple vendors.
- **Dual-GDS model**: Integrated with both Sabre and Amadeus, providing global coverage and competitive pricing.
- **NDC leader**: Offers access to 17 airlines’ New Distribution Capability content for better fares and inventory.

## Strategic Focus
- Continue leading in AI-powered travel and expense innovation.
- Expand corporate card and payments ecosystem (Navan Connect, external card linking).
- Deepen enterprise capabilities and global footprint (targeting mid-market and large multinationals).
- Drive user adoption through employee rewards and seamless mobile experience.

## Why Work Here
- **Work model**: Hybrid – 4 days per week in office (Palo Alto HQ and other global offices). Strong emphasis on in-person collaboration.
- **Culture**: Meritocratic, high-ownership, “high-talent density” environment. Values include extreme ownership, bias to action, “AI-first mindset”, and “seriously fun”.
- **Perks & Benefits**:
  - Flexible vacation (take time off as needed, manager coordination).
  - Paid parental leave (16 weeks birthing parent, 10 weeks non-birthing).
  - 401k, Employee Stock Purchase Plan (ESPP) with discount.
  - Medical, dental, vision, pet insurance.
  - Commuter benefits, in-office snacks and lunches, dog-friendly offices.
  - Headspace mental health subscription.
  - Navan personal travel discounts (employee leisure bookings at corporate rates).
  - Connectivity allowance (bi-weekly stipend for remote work).
- **Growth opportunities**: Rapidly scaling public company; teams across engineering, product, data science, travel operations, and R&D.

## Sources
1. [navan.com](https://navan.com/ – Product overview, platform details)
2. [navan.com/about](https://navan.com/about – Company history, mission, timeline, IPO)
3. [navan.com/careers](https://navan.com/careers – Culture, values, benefits, work model)
4. [builtin.com](https://builtin.com/company/navan – Headcount, offices, hybrid policy, perks)

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