Operations Manager

Navan

18d

About The Position

The Operations Manager works at the intersection of key issues facing the Global Operations & Service team, partnering with senior leadership and cross-functional teams to drive strategic, operational, and organizational improvements. Reporting to the Senior Operations Manager, the role focuses on aligning operations with Global Service strategy, supporting localization, improving the self-service and post-booking travel support experience in partnership with R&D, and advancing customer experience and agent tooling.

The role identifies and prioritizes opportunities to improve contact deflection, processing efficiency, and customer experience. It serves as the interface between operational and service teams and product teams, managing feedback triage, impact assessment, prioritization, and implementation of confirmed product roadmaps. The manager also supports programs and projects such as acquisition onboarding, new supply processes, and third-party support operations.

The position partners with Service leadership and Operations Analysts to establish measurable improvement processes, assess outcomes, and coordinate prioritization across teams including IT, Data, Security, Finance, Customer Success, Product, and Service. A key focus is transforming multi-system support tooling into a unified agent desktop (TX 2.0) and driving adoption and functionality. The successful candidate is analytical, structured, detail-oriented, adaptable to rapid change, and able to build scalable operations in complex cross-functional environments.

Requirements

• 7+ years in a TMC/BT Operations Management role covering air, rail, car, and hotel supplier products.
• 5+ years of GDS experience at expert level.
• IATA accreditation (WWAFT / VAII / BA2).
• Strong organizational skills to manage concurrent projects and varied stakeholders.
• Ability to develop and clearly document processes.
• Ability to develop a strategy, communicate it clearly, and gain support for its execution.
• Excellent communication skills and strong emotional intelligence.
• Ability to build relationships across varied teams, locations, and time zones, internally and externally, while challenging the status quo.
• Ability to strategize and execute globally while incorporating localized nuances.
• Creative, solutions-driven approach; ability to act independently while keeping teams aligned.
• Ability to prioritize effectively and determine when to decline or defer work.
• Knowledge of CRM applications such as Salesforce or ZenDesk.
• Customer-centric approach and commitment to customer support and customer engagement.
• Ability to work independently and effectively as part of a team.
• Data-driven business analytics skills, including applying data analytics to gain real-time insights into performance and trends.
• Results-driven and proactive, with the ability to own and execute an area of responsibility.
• Technical proficiency with travel systems and third-party supplier platforms and tools.
• Ability to use available resources effectively to complete tasks within agreed timelines.
• Lead by example.
• Solid business acumen.

Responsibilities

• Work with Operations leadership and product partners to identify and prioritize opportunities for contact deflection, efficient processing, and customer experience excellence.
• Own the triage, impact assessment, and prioritization of support product feedback from operational and service teams for R&D teams, including product and engineering.
• Represent service consultants and operational agents in product improvement prioritization, and work with change management to implement confirmed product roadmaps.
• Prioritize service improvement opportunities using issue volume, users impacted, revenue impact, and other relevant metrics.
• Manage programs and projects, potentially including acquisition onboarding, new supply processes related to inventory sources, and third-party support teams.
• Partner with Service leadership to understand objectives, deliver against them, and execute according to a defined plan.
• Build a long-term operating process using project and task boards, monthly team meetings, and quarterly prioritization with IT, Data, Security, Finance, Customer Success, Product, and Service.
• Work with Operations Analysts to manage processes, identify measurable improvement opportunities, and evaluate the success of operationalized processes.
• Transform multi-system support tooling into a unified agent desktop (TX 2.0) and drive adoption and functionality.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed