Travel Services Manager

About the role

The Manager, Travel Services leads a team of Travel Consultants, ensuring high‑quality service, operational efficiency and employee development while supporting Navan’s business goals.

Key responsibilities

• Develop team members through coaching, performance conversations and regular 1:1 meetings.
• Monitor contact queues, staffing, adherence and SLA performance to meet service‑level targets.
• Review LLM quality evaluations, assess travel bookings and provide feedback to maintain high service standards.
• Report on weekly and monthly operational performance, highlighting trends, risks and improvement actions.
• Manage escalations, own customer communications and drive issue resolution.
• Partner with cross‑functional teams to address process gaps and improve consultant performance.

Required profile

• 7+ years of experience in the travel industry, with at least 5 years in progressive leadership roles within a TMC or travel‑industry contact‑center.
• Proven track record as a people leader, capable of motivating, engaging and developing teams.
• Strong analytical mindset, using data and performance insights to drive results.
• Excellent communication, presentation and stakeholder‑management skills.

Required skills

• Advanced knowledge of Sabre and/or Amadeus GDS.
• Familiarity with CRM and customer‑service platforms such as Salesforce and Zendesk.