Manager, Travel Experience Consultant

The Navan service support team is seeking a Manager of Travel Experience Consultant to join our growing team. This role provides leadership and operational oversight of the Travel Experience team who supports the end users/employees of our corporate customers responding to customers all around the globe. Our team supports our managed travel program corporate clients that adhere to booking policies, risk management practices and other required operational processes.

What You’ll Do:

• Conduct regular 1:1 meetings and formal reviews with team members to monitor progress, set expectations, and coach and develop employee skills including the creation and tracking of career maps
• Provide performance feedback continually to encourage desired behaviour in line with corporate goals and perform quality assurance checks on calls and chats
• Manage escalations that occur and own customer issues through to completion
• Develop processes to ensure recovery from the most common service issues
• Share best practices with team members to enhance the quality and efficiency of Customer Support and contribute to the Knowledge Base
• Monitor Call Queues and SLA's to ensure appropriate adherence and achievement of goals - report on weekly and monthly performance of the operation and, specifically, your team
• Travel Industry knowledge & experience
• Working knowledge of SABRE GDS and online/offline Travel operational processes
• Knowledge of, and familiarity with, CRM applications (e.g. Salesforce, ZenDesk, HelpScout, etc)
• Knowledge of, and familiarity with, cloud-based help desk applications (e.g. Five9, Freshdesk, Aspect, Calabrio, PureCloud, etc)
• Business Data Analytics experience; interpreting service level data to report results and areas of opportunity. Familiarity or interest in learning Data reporting tools like Tableau, Holistics
• When problems arise, perform root cause analysis to develop permanent corrective actions to improve process where needed
• Screen for and interview new hires as we scale our support organization
• Provide input for the New Hire Training Program and ensure effective execution for modules delivered by support
• Ability to work closely with client support and customer success on process improvement, implementation and training. 
• Work with L&D to implement training and onboarding of new enterprise agents.

This position will be an in-office position at our Lisbon office. 

What We’re Looking For:

• 5+ years progressive leadership experience in a contact support center environment, ie Agent -> Lead -> Supervisor
• 1-3 years contact support center experience at the manager  level (managing team leads, supervisors and managers)
• Travel Industry knowledge & experience
• Working knowledge of SABRE and/or AMADEUS GDS and online/offline Travel operational processes - Mandatory
• Fluency in English - Mandatory
• Customer-Centric:  The customer is at the forefront of everything we do -- you must live and breathe customer support and promote high customer engagement through all interactions
• Ability to build relationships and motivate people and teams
• Proven mentor and motivator with a clear understanding of the support requirements, customer base, and challenges facing a fast-growing company.
• Excellent organizational skills & interpersonal skills.
• Excellent written and verbal communication skills, presentation and facilitation skills
• Ability to work independently and effectively as part of a team
• Business analytics - should be able to provide a data-driven approach for operational challenges and strategies.
• Degree preferred