Job description
Navan is the all-in-one travel and expense management platform that powers the world’s leading businesses. By combining cutting-edge technology, corporate cards, and a modern traveler experience, Navan is disrupting traditional enterprise T&E pacing past $900M+ in revenue** with over $9B in Gross Booking Volume**.
At Navan, we believe world-class technology should empower world-class human service. We are committed to building an AI-first service ecosystem where frontline travel consultants and intelligent automation work in tandem to deliver a true 5-star concierge experience at scale.
The Opportunity**
We are looking for a sharp, user-obsessed, and high-slope Senior Product Director, Service Operations** to serve as the core product counterpart to our engineering and operational leadership.
In this role, you will own the end-to-end product vision for internal tools, consultant workflows, crisis management, and the next-generation AI intelligence layer powering our global service operations. A key focus of your mandate will be expanding and rebranding our core internal platform. Taking our AI travel assistant, Ava**, to the next level ("Ava for Consultants") to automate complex travel workflows, improve agent productivity, and elevate customer experience.
This is a high-ownership, high-impact role at the intersection of product, AI, operations, and customer experience. You will manage and mentor product managers, partner deeply with cross-functional teams across our global hubs, and build toward a future with expanding scope across service technology, operational systems, and potential engineering leadership.
What You’ll Do**
Own the Service Ops Strategy:** Drive the end-to-end product strategy for internal tools, agent workflows, AI copilots, crisis management systems, and service quality infrastructure.
Evolve Internal AI Architecture:** Lead the product evolution of Ava** into an intelligent, AI-driven copilot for frontline travel consultants—enabling faster resolutions, automated policy enforcement, and personalized support across complex travel and expense scenarios.
Partner Cross-Functionally & Globally:** Collaborate deeply with engineering, frontline operations, design, data, and training teams across our global hubs ( London, Tel Aviv, Portugal, India, and the US**).
Elevate the Frontline Experience:** Build intuitive tools that reduce cognitive load for agents, accelerate onboarding ramp times, and guide decision-making during high-pressure moments.
Define & Track Core Success Metrics:** Own KPIs aligned with operational efficiency, customer satisfaction (CSAT), agent productivity, first-contact resolution (FCR), automation rates, and platform reliability.
Build & Scale Product Ops:** Consolidate and mentor existing PM talent while helping establish a world-class Product Operations function to bridge frontline insights with product development.
What We’re Looking For**
Product Leadership & High Slope:** 8–10+ years of product management experience, with a track record of driving massive impact in complex operational environments, support platforms, internal tools, enterprise SaaS, or marketplace platforms. (Prior team management preferred, but high-impact ICs with strong leadership trajectory will be evaluated).*
AI Product Instincts:** Hands-on experience or deep technical intuition for building AI-powered tools, copilots, workflow automation, knowledge platforms, or agentic intelligence.
Operational Depth:** A genuine love for untangling fragmented, complex operational problems and translating frontline pain points into elegant, scalable software.
Technical Acumen:** Ability to collaborate closely with engineering leaders on platform architecture, integrations, APIs, and workflow systems.
Global Mobility & Collaboration:** Willingness to travel periodically to key engineering and operational hubs ( Tel Aviv, Portugal, India, US**) and work collaboratively out of our London office**.
High Ownership & Growth Mindset:** A builder who thrives in fast-paced, evolving environments and is excited by ambiguity and expanding scope.