Senior Manager, Strategy & Innovation

Navan•Dallas, TX

22h

About The Position

Navan is seeking a visionary leader for the role of Senior Manager, Strategy & Innovation within its Resource Orchestration Center (ROC). The ROC is the AI-powered 'Enterprise Brain' of Navan's global travel operation, utilizing advanced technology like Genesys Cloud, Snowflake, and ThoughtSpot to automate tasks and empower its 1,000 agents. This role sits at the intersection of long-term service capacity planning, strategic project management, and internal operational excellence. The Senior Manager will build and lead a global team of Capacity Strategists and Process Improvement Leads, partnering with Operations and Product leaders to develop capacity models, drive large-scale projects, and optimize internal workflows. The ultimate goal is to ensure the ROC functions as a lean, exception-based intelligence hub supporting the global travel enterprise.

Requirements

7+ years of progressive leadership experience in Operations Strategy, Project Management, and/or Advanced Workforce Management.
Strong background in leading complex, cross-functional projects and journey-mapping internal department workflows.
Elite executive storytelling skills, with the ability to build consensus across VP-level stakeholders in disparate departments.
Strong ability to bridge the gap between ROC business operations and technical engineering teams.
Understanding of modern data architectures (Snowflake) and BI/AI tools (ThoughtSpot, Power BI) to effectively collaborate on tech roadmaps.
Deep understanding of short and long term forecasting and service agent capacity planning, multi-variable shrinkage modeling, and immediate to long term hiring plan architecture.
Bachelor's degree in Business, Industrial Engineering, Statistics, or a related field.

Nice To Haves

PMP or Agile/Scrum certification is a strong plus.
MBA or advanced degree is highly preferred.

Responsibilities

Direct end-to-end project management for major ROC initiatives, new service offering deployments, Crisis Management, and strategic overhauls.
Serve as the liaison to Customer Experience, Sales, and Account Management, translating complex workforce capacity data into actionable travel business intelligence.
Drive alignment across departments during new customer launches and travel market expansions to ensure the ROC is operationally ready to support the business.
Lead a team of Capacity Strategists to build comprehensive service agent capacity plans based on seasonal travel trends.
Master the complex mathematics of agent staffing by accurately modeling Required FTE vs. Productive FTE, factoring in detailed multi-variable shrinkage to ensure the agents are always appropriately staffed.
Design and optimize the overarching portfolio management strategy, ensuring that agent tiers (Core, Designated, Dedicated, Specialty Travel) are dynamically planned for to meet shifting business priorities.
Lead and develop a team of Process Improvement Leads (USA) entirely dedicated to optimizing the internal workflows, tools, and daily operating procedures of the ROC team.
Execute detailed journey mapping for ROC analysts to identify bottlenecks, eliminate administrative waste, and establish Lean/Six Sigma methodologies within our own department.
Oversee root-cause analysis (RCA) initiatives for internal operational misses, ensuring that systemic fixes are implemented to improve the ROC's efficiency and accuracy in supporting the travel network.
Identify internal operational friction points within the ROC and partner closely with our specialized WFM technology team to hand off requirements for new AI and automation solutions.
Serve as a key voice in cross-functional discussions on how automation and AI integration can enhance the experience for frontline travel agents, as well as eliminate manual effort for the ROC analysts and planners.
Champion the transition to a fully "exception-based" Command Center by ensuring ROC business needs drive the technology roadmap (e.g., Snowflake data ingestion, ThoughtSpot applications).