Product Director, Service Operations
Leads product strategy for Navan’s internal service operations tools, consultant workflows, crisis systems, and AI copilot. The role requires 8–10+ years of product management experience, strong operational and technical depth, and the ability to mentor teams and collaborate globally from London.
About the job
Responsibilities
- Own the end-to-end product strategy for internal tools, agent workflows, AI copilots, crisis management systems, and service quality infrastructure.
- Lead the evolution of Ava into an AI-driven copilot for frontline travel consultants, enabling faster resolutions, automated policy enforcement, and personalized support across complex travel and expense scenarios.
- Collaborate with engineering, frontline operations, design, data, and training teams across global hubs.
- Build intuitive tools that reduce cognitive load, accelerate onboarding, and guide decision-making during high-pressure moments.
- Own KPIs for operational efficiency, customer satisfaction (CSAT), agent productivity, first-contact resolution (FCR), automation rates, and platform reliability.
- Consolidate and mentor product managers while establishing a Product Operations function.
Requirements
- 8–10+ years of product management experience driving impact in complex operational environments, support platforms, internal tools, enterprise SaaS, or marketplace platforms.
- Experience managing teams is preferred; high-impact individual contributors with strong leadership trajectories may be considered.
- Hands-on experience or deep technical intuition for AI-powered tools, copilots, workflow automation, knowledge platforms, or agentic intelligence.
- Experience translating complex operational problems and frontline pain points into scalable software.
- Ability to collaborate with engineering leaders on platform architecture, integrations, APIs, and workflow systems.
- Willingness to travel periodically to key engineering and operational hubs and collaborate from the London office.
- High ownership and a growth mindset in fast-paced, evolving environments.
Skills
Product Management, Artificial Intelligence, Ai Copilots, Workflow Automation, Knowledge Platforms, Product Operations, Platform Architecture, APIs, Enterprise Saas, Marketplace Platforms, Operational Analytics, Customer Satisfaction, Csat, First-Contact Resolution, Fcr, Travel And Expense Management
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