# Manager, Travel Experience

**Company:** [Navan](https://hotfix.jobs/companies/navan)
**Location:** Remote
**Role:** Customer Success
**Experience:** 5+ years
**Skills:** Sabre, Amadeus, Gds, Salesforce, Twilio, Calabrio, Workday, Contact Centers, Customer Support, Root Cause Analysis, Service-Level Agreements, Performance Management, Career Development, Process Improvement, Data Analysis
**Posted:** 2026-08-19

> Leads a Mumbai-based remote team of Business Travel Consultants, overseeing performance, customer relationships, escalations, hiring, and service improvements. Requires five or more years of travel-industry and managerial contact-center experience, plus GDS expertise and strong communication skills.

## Job Description

## Responsibilities
- Lead, coach, train, and upskill a team of Business Travel Consultants.
- Conduct regular 1:1 meetings and quarterly performance reviews; provide feedback and support career development.
- Oversee operational performance, call queues, service-level agreements (SLAs), root cause analysis, corrective actions, and process improvements.
- Manage the strategic service relationship with the dedicated customer's Travel Manager and Specialists.
- Present performance statistics and collaborate on improvement plans and service enhancements.
- Own customer escalations from start to finish and coach the team toward first-contact resolution.
- Handle escalated chats and calls when needed.
- Collaborate with support teams and management on customer requests, product enhancements, and service improvements.
- Screen and interview new hires; contribute to and support new-hire training.
- Manage employee travel-booking approvals and resignation conversations.
- Organize team engagement activities for in-person and remote employees.

## Requirements
- At least 5 years of progressive leadership experience in a contact center or support environment, including at least 5 years at manager level.
- At least 5 years of travel industry experience.
- Deep knowledge of GDS platforms, including Sabre and/or Amadeus.
- Strong customer-support, relationship-building, mentoring, and complex issue-resolution abilities.
- Data-driven operational analysis and decision-making skills.
- Excellent written and verbal communication, presentation, and facilitation skills.
- Familiarity with CRM and contact-center applications.
- Strong organizational and interpersonal skills; ability to work independently and collaboratively.
- Flexibility to work non-traditional shifts as needed.
- Bachelor's degree preferred.

## Nice-to-haves
- A reputation as a resolution-focused leader who champions change and exceeds expectations.
- Experience proactively identifying and implementing process improvements.
- Passion for developing others and fostering a solutions-oriented team culture.

## Compensation
- Compensation details were not provided.

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