This person will report to the Senior Director of the India region and operate at the intersection of business, technology, and innovation. They will lead a large travel services team in India and partner closely with senior leadership across GOS and Navan to drive strategic, operational, and organizational improvements.
The role will focus on:
• Global Operations & Service strategy — defining and implementing scalable processes, operating models, and change initiatives.
• Customer experience — bringing the voice of the customer into broader business decisions and identifying opportunities to improve the experience across Service, Product, and Account Management.
• Product and technology partnership — serving as a critical interface for Product feedback and helping inform priorities for Product and Engineering.
• Customer implementation and transition — supporting current business implementations and leading operational transitions into Navan.
• World-class service experience — building an environment that consistently delivers an exceptional experience for both customers and employees.
• People leadership — hiring, developing, coaching, and leading a large organization of Senior Managers, Managers, and Agents.
This leader thrives in a high-growth environment and adapts quickly to changes across people, processes, technology, and product. They are an inspiring and highly accountable leader with a strong passion for customer experience, innovation, and team success, combined with a highly analytical, structured, and detail-oriented approach to building scalable operations in complex, cross-functional environments.
What You’ll Do:
• Communicate relevant global business updates, context, priorities, and feedback to and from the team.
• Partner closely with functional and site leaders globally to ensure service delivery, operating processes, and priorities are aligned with business objectives.
• Lead and motivate the GOS organization to deliver an elevated exper
📌 Director, Travel Services (India)
🏢 Navan
📍 India