SVP, Global Customer Service and Operations

<p>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<strong>.</strong> Navan is reshaping the future of corporate travel and expense, and radical customer care is our ultimate differentiator. </p> <p>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. </p> <p><strong>What You’ll Do: </strong></p> <ul> <li><strong>Define and Execute Global Strategy: </strong>Redefine the vision and strategy for a world class Global Operations and Service (GOS) organization, leading large-scale transformation initiatives to deliver exceptional and seamless customer experiences across every channel</li> <li><strong>Pioneer Tech and AI Deployment: </strong>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</li> <li><strong>End-to-End Operational Ownership</strong>: 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) </li> <li><strong>Drive Strategic Alignment:</strong> Foster a unified, customer-centric operating model by securing strategic alignment across key executive functions: Product, Engineering, Sales, and Customer Success</li> <li><strong>Build an Award-Winning Team:</strong> 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</li> </ul> <p><strong>What We’re Looking For:</strong></p> <ul> <li>12+ years in Global Operations/Customer Service, with at least 8+ years in senior leadership roles within high-growth, tech-forward organizations</li> <li>Proven ability to scale a global customer support function that consistently delivers best-in-class CSAT and NPS in a fast-paced environment</li> <li>Track record of leading transformation at scale while delivering measurable improvements in both customer satisfaction and operational excellence</li> <li>Deep expertise in service strategy, process design (ex. Lean, Six Sigma), and leveraging predictive analytics and emerging technologies (GenAI)</li> <li>Exceptional communicator with a consultative, cross-functional approach and experience working across regions and time zones</li> <li>Comfortable navigating high-growth ambiguity, fast decision-making and resource allocation in evolving markets</li> <li>Extensive domestic and international travel required</li> </ul> <p><strong>Preferred Qualifications:</strong></p> <ul> <li>Bachelor’s degree in Business Administration, Operations Management, Engineering, or a related field; MBA or equivalent preferred</li> <li>Experience in tech-based global distribution or transactional systems (eg. Fintech, SaaS or a diversified conglomerate)</li> <li>Experience building global support hubs and multilingual, multicultural support teams</li> </ul><div class="content-pay-transparency"><div class="pay-input"><div class="description">The posted pay range represents the anticipated low and high end of the compensation for this position and is subject to change based on business need. To determine a successful candidate’s starting pay, we carefully consider a variety of factors, including primary work location, an evaluation of the candidate’s skills and experience, market demands, and internal parity.<br><br>For roles with on-target-earnings (OTE), the pay range includes both base salary and target incentive compensation. Target incentive compensation for some roles may include a ramping draw period. Compensation is higher for those who exceed targets. Candidates may receive more information from the recruiter.</div><div clas ... (truncated, view full listing at source)