The Travel Service Manager oversees a team of Travel and Lead Travel consultants and has overall accountability for the success of their teams performance. They have overall responsibility for supporting the goals of Navan whilst retaining a best in-class degree of service focus and a culture of inclusion, trust and team spirit. 

Travel Service Managers lead, direct, motivate, challenge, develop and monitor their team towards our service philosophy:

We are providing industry-leading service to our customers for them to have an exceptional and seamless travel and expense experience, while achieving unparalleled efficiency levels.

What You’ll Do:

• Ensure your team is developing through regular review of interactions, coaching sessions and 1:1 meetings

• Have an in depth understanding of travel consultants daily responsibilities by conducting email, voice and chat interactions

• Perform Quality Evaluations on travel consultant interactions, effectively interrogating travel bookings (in travel tools) and requests to ensure standards of service are consistently excellent

• Monitor and highlight any errors, ensuring you are providing constructive feedback and coaching consultants on preventative actions

• Regularly review consultant and team performance metrics to identify areas of opportunity in critical core competencies and provide feedback

• Monitor contact queues and SLA performance to ensure appropriate adherence and achievement of goals - report on weekly and monthly performance of the operation and, specifically, your team.

• Communicate with clear expectations to ensure agents are self-driven and motivated to meet and exceed the expectations of their role 

• Partner with all cross functional teams to address agent errors and learning needs and suggest ways to improve consultant performance. 

• Manage any escalations and customer communication and own all customer issues through to completion

• Participate in various projects to help develop, guide, and implement effective processes that will have a successful impact on service delivery and results.

• Work with Operations & Service Leadership to regularly review, update and share global metrics for success and supervise performance of those metrics.

• Ensure their team is globally aligned to organization expectations, quality, performance and behaviors through team meetings.

• Lead consultants through change as an active change agent, encouraging their feedback and ensuring they are clear on how changes impact their roles. 

• Support in consultant recruitment and new starter inductions to ensure team consistency. 

• Highlight and manage any employee performance concerns, escalating to People Success/Senior Leadership where necessary.

• Monitor and identify processes or procedures impacting team productivity

• Cascade travel industry updates and changes to your team with confidence and knowledge

• Successful completion of all training requirements

What We’re Looking For:

• 7+ years sound Travel Industry knowledge & experience.

• 5+ years progressive leadership experience in a TMC/ travel industry contact support center environment, ie Agent -> Lead -> Supervisor.

• 3 years travel industry experience at the Manager level (managing team consultants, leads, supervisors etc).

• Advanced level knowledge of Sabre / Amadeus GDS and online/offline Travel operational processes.

• Knowledge of, and familiarity with, CRM applications (e.g. Salesforce, ZenDesk, etc).

• Customer-Centric: The customer is at the forefront of everything we do -- you must live and breathe customer service and promote high customer engagement through all interactions.

• Ability to build relationships and motivate people and teams, creating a knowledge sharing attitude whilst encouraging engagement.

• Proven mentor and motivator with a clear understanding of the travel service requirements, customer base, and challenges facing a fast-growing company.

• Excellent organizational skills & interpersonal skills.

• Excellent, professional written and verbal communication skills, presentation and facilitation skills

• Ability to work independently and effectively as part of a team

• Business analytics - Data driven with the ability to apply and use data analytics to gain deeper, real-time insights into agent performance and trends

• Results driven and proactive with ability to own and execute area of responsibility with excellence

• Technically proficient in all Navan technology and supplier tools

• Demonstrate ability to make effective use of available resources to complete tasks to agreed timelines

• Leading by example at all times

• Solid business acumen

• Flexibility to work non-traditional shifts where required