# Senior Manager, Strategy & Innovation

**Company:** [Navan](https://hotfix.jobs/companies/navan)
**Location:** Dallas, TX
**Role:** Business Operations
**Experience:** 7+ years
**Skills:** Project Management, workforce management, Capacity Planning, journey mapping, lean/six sigma, Root Cause Analysis, Snowflake, thoughtspot, Power BI, Forecasting, pmp, agile/scrum
**Posted:** 2026-07-22

> Lead a global team of Capacity Strategists and Process Improvement Leads to build service agent capacity models, manage strategic projects, optimize ROC workflows using Lean/Six Sigma, and drive AI/automation initiatives. Requires 7+ years leadership in operations strategy, advanced workforce planning, and cross-functional project management.

## Job Description

## What You’ll Do

### Project Management & Cross-Functional Partnering
- 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.

### Service Capacity Strategy & Workforce Architecture
- 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.

### Internal ROC Process Optimization & Leadership
- 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.

### AI Ideation & Technology Partnership
- 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).

## What We’re Looking For

**Experience:** 7+ years of progressive leadership experience in Operations Strategy, Project Management, and/or Advanced Workforce Management.

**Project & Process Management:** Strong background in leading complex, cross-functional projects and journey-mapping internal department workflows. PMP or Agile/Scrum certification is a strong plus.

**Communication & Influence:** Elite executive storytelling skills, with the ability to build consensus across VP-level stakeholders in disparate departments.

**Technology Partnership:** 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.

**Advanced Capacity Modeling:** 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.

**Education:** Bachelor's degree in Business, Industrial Engineering, Statistics, or a related field. MBA or advanced degree is highly preferred.

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