Being the critical interface for the support product feedback received by the operational and service teams, owning the process of triaging, impact assessment and prioritisation towards our R&D teams (product, engineering)
You will be representing the Service team of consultants along with the Operational team of agents to support the product teams with regular Product improvement prioritization and working with the change management team to implement confirmed product roadmaps into operational success amongst our consultant population.
You will use sound logic to select and prioritize service improvement opportunities based on issue volume, users impacted, revenue impact, and other relevant metrics.
Program as well as project management will form a key part of the role and this may include; supporting with the onboarding of acquisitions, managing new supply processes related to our inventory sources or working with third party support teams.
Acting as a trusted partner for the Service leadership team. Being successful in the role you manage, analyze, understand and deliver according to well defined objectives and executing according to a well defined plan. The role requires to be hyper focussed on delivering the key responsibilities, further developments are clearly planned and prioritized
Build a long term process which includes project and task boards, monthly team meetings, quarterly prioritization with IT, Data, Security, Finance, CS, Product and Service.
Working with our Operations Analysts you will manage processes, identifying measurable improvement opportunities as well as understanding the success of any new processes which have been operationalised.
Transforming our multi-system support tooling into a one view agent desktop (TX 2.0) and organizing high adoption and functionality of the tool.
What We’re Looking For
7+ Years in TMC/BT Operations Management role covering all supplier products i.e air, rail, car and hotel
5+ Years proven GDS experience to expert level
IATA accreditation (WWAFT / VAII / BA2)
Strong organizational skills to manage multiple concurrent projects with varied stakeholders
Strong ability to clearly develop and document processes
Ability to develop a strategy, communicate it clearly, and get buy-in and support to execute
Excellent communication skills and strong emotional intelligence
Ability to easily create and build relationships across varied teams, in varied locations and time zones, both internally and externally, whilst challenging the status quo
Ability to strategize and execute on a global scale, whilst incorporating localised nuances
Creative, solutions-driven person who acts independently whilst keeping your team(s) aligned
Prioritization legend, understand when and how to say no, or later
Knowledge of, and familiarity with, CRM applications (e.g. Salesforce, ZenDesk, etc).
Customer-Centric: The customer is at the forefront of everything we do – you must live and breathe customer support and promote high customer engagement through all interactions.
Ability to work independently and effectively as part of a team
Business analytics – Data driven with the ability to apply and use data analytics to gain deeper, real-time insights into performance and trends
Results driven and proactive with ability to own and execute area of responsibility with excellence
Technically proficient with travel systems and third party supplier platforms and tools.
Demonstrated ability to make effective use of available resources to complete tasks to agreed timelines
Leading by example at all times
Solid business acumen
Navan uses AI-assisted Automated Employment Decision Tool (Metaview) to assist with evaluating resumes against job qualifications for this role. All final decisions are made by human recruiters and hiring managers.
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