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 new 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 Youll 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 experience for customers globally while developing measurable talent strategies and programs aligned with business goals.
- Inspire build and coach a high-caliber leadership team leading through trust accountability and strong execution.
- Identify opportunities build business cases and implement process improvements using data-driven insights. Use analysis to drive efficiency scalability and optimization across the operation.
- Own the data metrics and service model associated with customer support and service delivery.
- Serve as an effective partner to GOS leadership and cross-functional teams setting objectives driving execution and continuously improving the traveler experience.
- Challenge the status quo and make recommendations on how to evolve the organization operating model and customer experience.
What Were Looking For:
- 10 years of senior leadership experience spanning strategic planning prioritization program management and customer service in a rapid-paced high-growth operations environment.
- 5 years of leadership experience running a service organization in a complex matrixed environment.
- Proven track record of building and developing high-performing ambitious teams and delivering measurable business results.
- Ability to build strong relationships across diverse teams locations and time zones while constructively challenging the status quo.
- Strong collaboration and partnership skills with the ability to mentor others and foster a high-trust high-accountability environment.
- Exceptional communication skills with the ability to synthesize complex issues and translate them into clear concise messages for leadership peers customers and global teams.
- Travel industry experience.
- Creative solutions-oriented and highly independent with the ability to make decisions while keeping teams aligned.
- Exceptional prioritization skills with sound judgment around when to say no not now or later.
- Demonstrated program and project management experience with a strong track record of managing roadmaps scope dependencies and challenging timelines.