Navan is seeking a bold and visionary SVP, Global Operations & Services to lead, elevate, and transform our global service organization into a world-class, customer obsessed powerhouse. Navan is reshaping the future of corporate travel and expense, and radical customer care is our ultimate differentiator.
Reporting to the COO, you will be a proven operator and innovator, critical to driving unparalleled customer support and operational excellence at a massive global scale.
What You’ll Do:
- Define and Execute Global Strategy: Redefine the vision and strategy for a world class Global Operations and Service (GO&S) organization, leading large-scale transformation initiatives to deliver exceptional and seamless customer experiences across every channel
- Pioneer Tech and AI Deployment: Own the deployment of Generative AI and automation technologies to accelerate problem resolution, deliver proactive support, and achieve step-change improvements in service quality and velocity
- End-to-End Operational Ownership: Oversee all service operations - from front-line travel agents to back-office reconciliation - while establishing robust capacity planning, budgeting, and performance on key metrics (CSAT, NPS, SLA)
- Drive Strategic Alignment: Foster a unified, customer-centric operating model by securing strategic alignment across key executive functions: Product, Engineering, Sales, and Customer Success
- Build an Award-Winning Team: Cultivate a high-performing global team and champion a “customer first, always” mindset to elevate Navan’s support into an award-winning, best-in-class organization
What We’re Looking For:
- 12+ years in Global Operations/Customer Service, with at least 8+ years in senior leadership roles within high-growth, tech-forward organizations
- Proven ability to scale a global customer support function that consistently delivers best-in-class CSAT and NPS in a fast-paced environment
- Track record of leading transformation at scale while delivering measurable improvements in both customer satisfaction and operational excellence
- Deep expertise in service strategy, process design (ex. Lean, Six Sigma), and leveraging predictive analytics and emerging technologies (GenAI)
- Exceptional communicator with a consultative, cross-functional approach and experience working across regions and time zones
- Comfortable navigating high-growth ambiguity, fast decision-making and resource allocation in evolving markets
- Extensive domestic and international travel required
Preferred Qualifications:
- Bachelor’s degree in Business Administration, Operations Management, Engineering, or a related field; MBA or equivalent preferred
- Experience in tech-based global distribution or transactional systems (eg. Fintech, SaaS or a diversified conglomerate)
- Experience building global support hubs and multilingual, multicultural support teams
