The Navan Travel Experience Team is seeking a Senior Manager - Travel Experience to join our growing team. This role provides leadership and operational oversight of multiple support teams responding to customers on a 24x7 basis.

What You’ll Do:

• Lead and develop a diverse team of Managers and Travel Experience Agents; conducting formal reviews to monitor progress, tracking career maps, providing performance feedback and sharing best practices to enhance quality and efficiency of Customer Service
• Own Customer Service Satisfaction and Net Promoter Scores by delivering exceptional level of proactive service to Navans travelers
• Liase with Client Management teams to ensure retention of existing customers
• Monitor Call Queues (ACD) and SLA's to ensure appropriate adherence and achievement of goals - report on weekly and monthly performance of the operation and, specifically, your team
• Knowledge of, and familiarity with, CRM applications (e.g. Salesforce, ZenDesk, HelpScout, etc)
• Knowledge of, and familiarity with contact center applications (e.g. Five9, Freshdesk, Aspect, PureCloud, etc)
• Screen and interview new hires as we scale our support organization, providing continuous input for our New Hire Training program

What We’re Looking For:

• 5+ years of successfully leading multiple teams in the environment of omni-channel contact center/support
• 10+ years of GDS (Sabre, Amadeus, Galileo) and Travel Agencies experience (mandatory)
• Fluency in German and English
• Customer-Centric: With an unwavering commitment to prioritizing customer needs, you must embody a customer-centric approach, fostering high engagement through every interaction
• Established as a mentor and motivator, demonstrating a profound understanding of support needs, customer dynamics, and challenges inherent to a rapidly expanding company
• Exceptional organizational and interpersonal abilities, coupled with outstanding written and verbal communication, as well as adept presentation and facilitation skills
• Proficient in leveraging business analytics to offer a data-driven approach in addressing operational challenges and formulating effective strategies
• Ability to build relationships, motivate teams and demonstrated capability to excel both autonomously and collaboratively within a team
• Flexibility to work non-traditional shifts (early mornings, late evenings and weekends), as we scale our support organization