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Svp, global customer service and operations

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Navan

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Location:
United States

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

255000.00 - 400000.00 USD / Year
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Job Description:

Navan is seeking a bold and visionary SVP, Global Operations & Services to lead, elevate, and transform our global service organization into a world-class, customer obsessed powerhouse. Navan is reshaping the future of corporate travel and expense, and radical customer care is our ultimate differentiator. Reporting to the COO, you will be a proven operator and innovator, critical to driving unparalleled customer support and operational excellence at a massive global scale.

Job Responsibility:

  • Define and Execute Global Strategy: Redefine the vision and strategy for a world class Global Operations and Service (GO&S) organization, leading large-scale transformation initiatives to deliver exceptional and seamless customer experiences across every channel
  • Pioneer Tech and AI Deployment: Own the deployment of Generative AI and automation technologies to accelerate problem resolution, deliver proactive support, and achieve step-change improvements in service quality and velocity
  • End-to-End Operational Ownership: Oversee all service operations - from front-line travel agents to back-office reconciliation - while establishing robust capacity planning, budgeting, and performance on key metrics (CSAT, NPS, SLA)
  • Drive Strategic Alignment: Foster a unified, customer-centric operating model by securing strategic alignment across key executive functions: Product, Engineering, Sales, and Customer Success
  • Build an Award-Winning Team: Cultivate a high-performing global team and champion a “customer first, always” mindset to elevate Navan’s support into an award-winning, best-in-class organization

Requirements:

  • 12+ years in Global Operations/Customer Service
  • At least 8+ years in senior leadership roles within high-growth, tech-forward organizations
  • Proven ability to scale a global customer support function that consistently delivers best-in-class CSAT and NPS in a fast-paced environment
  • Track record of leading transformation at scale while delivering measurable improvements in both customer satisfaction and operational excellence
  • Deep expertise in service strategy, process design (ex. Lean, Six Sigma), and leveraging predictive analytics and emerging technologies (GenAI)
  • Exceptional communicator with a consultative, cross-functional approach and experience working across regions and time zones
  • Comfortable navigating high-growth ambiguity, fast decision-making and resource allocation in evolving markets
  • Extensive domestic and international travel required

Nice to have:

  • Bachelor’s degree in Business Administration, Operations Management, Engineering, or a related field
  • MBA or equivalent preferred
  • Experience in tech-based global distribution or transactional systems (eg. Fintech, SaaS or a diversified conglomerate)
  • Experience building global support hubs and multilingual, multicultural support teams
What we offer:
  • Generous medical plans
  • Dental and vision benefits with premiums covered by Navan
  • Various insurance options
  • Paid parental and bereavement leave
  • Subsidized commuter benefits
  • Mental health support
  • Connectivity stipends
  • Pet insurance

Additional Information:

Job Posted:
January 02, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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