# Manager, Travel Experience

**Company:** [Navan](https://hotfix.jobs/companies/navan)
**Location:** Bengaluru, IN, Delhi, IN
**Role:** Customer Support
**Experience:** 5+ years
**Skills:** Sabre, Amadeus, Salesforce, Twilio, Calabrio, Workday, Acd, CRM, Gds
**Posted:** 2026-06-17

> Lead and develop a team of Business Travel Consultants, overseeing performance, operations, and customer relationships for a dedicated offline travel program. Requires 5+ years of contact center leadership and 5+ years in the travel industry.

## Job Description

## What You’ll Do

**People Leadership & Development:** Serve as the frontline manager for a team of Business Travel Consultants. Coach, train, and upskill team members to deliver a best-in-class customer experience.

**Performance Management:** Conduct regular 1:1 meetings and quarterly reviews to monitor progress, set clear expectations, and track career development using career maps. Provide continuous performance feedback.

**Operational Management:** Oversee the team's operational performance, monitoring call queues (ACD) and SLAs. Perform root cause analysis on common service issues to develop and implement permanent corrective actions and process improvements.

**Customer Relationship Management:** Act as the primary point of contact for the dedicated customer's Travel Manager. Conduct regular check-ins, present performance statistics, and collaborate on improvement plans and service enhancements.

**Issue & Escalation Resolution:** Take ownership of customer escalations, managing and resolving issues from start to finish. Coach team to proactively address traveler inquiries and aim for first-contact resolution. Step in to directly handle escalated chats and calls as needed.

**Collaboration & Communication:** Collaborate with the wider support team to meet performance and behavior metrics. Work with manager to prioritize and address customer requests for product and service enhancements. Communicate transparently with the dedicated customer about service improvements and corrective actions.

**Talent Acquisition & Onboarding:** Screen and interview new hires. Provide input for the New Hire Training Program and ensure its effective execution.

**Administrative Oversight:** Manage approvals for employee travel bookings and handle Resignation Conversations with departing employees.

**Engagement & Culture:** Organize team engagement activities, both in-person and remote, to foster a positive, collaborative, and high-performing team culture.

## What We’re Looking For

- A minimum of 5 years of progressive leadership experience in a contact center or support environment, with at least 5 years of experience at the manager level.
- A minimum of 5 years of experience in the travel industry, with deep knowledge of GDS platforms (Sabre and/or Amadeus).
- Proven ability to live and breathe customer support, with a commitment to high customer engagement and a passion for resolving complex customer issues.
- Track record of building relationships, motivating teams, and acting as a proven mentor.
- Ability to use a data-driven approach to identify operational challenges and inform strategic decisions.
- Excellent written and verbal communication skills, along with strong presentation and facilitation skills.
- Familiarity with CRM applications (e.g., Salesforce, Twilio) and contact center applications (e.g., Calabrio, WorkDay).
- Excellent organizational and interpersonal skills. Ability to work independently and as part of a team, and be flexible to work non-traditional shifts as needed.
- Bachelor's degree preferred.

## What Sets You Apart

- A reputation as a resolution-focused leader who champions change and consistently exceeds expectations.
- Proven ability to proactively identify and implement process improvements.
- Passion for developing others and fostering a solutions-oriented team culture.

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