SVP, Global Customer Service and Operations at Navan Labs UK Limited

, , United States -

Full Time

Start Date

Immediate

Expiry Date

09 Feb, 26

Salary

400000.0

Posted On

11 Nov, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Global Operations, Customer Service, Leadership, Transformation, Service Strategy, Process Design, Predictive Analytics, Emerging Technologies, Communication, Cross-Functional Collaboration, Capacity Planning, Budgeting, Performance Metrics, Team Building, Customer-Centric Approach, Tech Deployment

Industry

Software Development

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. What You’ll Do: 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 What We’re Looking For: 12+ years in Global Operations/Customer Service, with 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 Preferred Qualifications: 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 The posted pay range represents the anticipated low and high end of the compensation for this position and is subject to change based on business need. To determine a successful candidate’s starting pay, we carefully consider a variety of factors, including primary work location, an evaluation of the candidate’s skills and experience, market demands, and internal parity. For roles with on-target-earnings (OTE), the pay range includes both base salary and target incentive compensation. Target incentive compensation for some roles may include a ramping draw period. Compensation is higher for those who exceed targets. Candidates may receive more information from the recruiter. Pay Range $255,000—$400,000 USD

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Responsibilities

Lead and transform the global service organization into a world-class entity focused on customer satisfaction. Oversee service operations and drive strategic alignment across key executive functions to enhance customer experiences.