Navan · 7 hours ago
SVP, Global Customer Service and Operations
United States
Full-time
Remote
Lead/Staff, Director/Executive
$255K/yr - $400K/yr
12+ years expNavan is seeking a bold and visionary SVP, Global Operations & Services to lead, elevate, and transform their global service organization into a world-class, customer-obsessed powerhouse. This role involves redefining the vision and strategy for global operations, overseeing service operations, and cultivating a high-performing global team to deliver exceptional customer experiences.
Business TravelFinancial ServicesPaymentsSoftware
Responsibilities
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
Qualification
Required
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
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
Company
Navan
Navan provides travel, expense, and corporate card management to automate manual processes and drive spend visibility.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$2.25BKey Investors
Goldman Sachs Bank USACoatueGreenoaks
2025-10-30IPO
2025-04-07Convertible Note
2022-12-08Debt Financing· $400M
Leadership Team
Ariel Cohen
CEO and Co-Founder
Carlos Avelar
Account Executive
Recent News
2025-12-24
Company data provided by crunchbase