Senior Product Manager, Traveler Support & Trip Management

At Navan, “It’s all about the user. All of them.” We’re passionate about creating seamless, personalized travel experiences for business travelers around the globe.
We are looking for a Senior Product Manager, Traveler Support & Trip Management for our Navan Edge team in Tel Aviv. Your mission is to make every stage of business travel feel connected and effortless—from getting help when plans change to managing the details after a booking is made.
You’ll shape how travelers get support through Navan Edge, bringing together AI, concierge services, and support integrations to resolve needs quickly and thoughtfully. You’ll also lead post-booking initiatives that help travelers stay informed, manage their trips, and handle changes with confidence.
What You’ll Do

• Own the Traveler Support Experience: Lead the support journey, from identifying a traveler’s need to connecting them with the right self-service, AI, human support, or concierge solution.
• Build Connected Support Integrations: Partner with internal teams and external providers to connect support tools, systems, and workflows, helping travelers get timely and consistent assistance.
• Shape AI and Concierge Experiences: Design experiences that use AI to understand requests, surface relevant trip information, recommend next steps, and hand off smoothly to a concierge or support specialist when needed.
• Lead Post-Booking Initiatives: Improve how travelers manage confirmed trips, including itinerary access, flight changes, cancellations, disruption support, notifications, and other trip updates.
• Make Support Proactive and Personal: Use traveler context, preferences, and trip details to anticipate needs and offer clear, timely help before small issues become major disruptions.
• Measure and Improve Outcomes: Define success metrics and use traveler feedback, support trends, and product data to improve resolution time, traveler satisfaction, operational efficiency, and repeat usage.
• Connect Support to the Full Trip Experience: Work across flights, hotels, itinerary, calendar, Gmail sync, and other travel experiences so support feels like a natural part of one connected journey.

What We’re Looking For

• 5+ Years of PM Experience: Proven experience building consumer, marketplace, travel, ecommerce, AI, or SaaS products.
• Support or Service Product Experience: Experience building customer support, service operations, concierge, travel management, or post-booking products is strongly preferred.
• AI Product Thinking: You understand how AI can help people resolve needs through context-aware assistance, guided workflows, personalized recommendations, and smooth handoffs to human experts.
• Strong Journey and Workflow Skills: You can map complex user and operational journeys, find points of friction, and turn them into clear product opportunities.
• Data-Driven Product Thinking: You are comfortable using product analytics, support trends, customer feedback, and experimentation to guide roadmap decisions.
• Strong Product Taste: You know what excellent support should feel like: responsive, clear, personal, trustworthy, and easy to access.
• Operational and Commercial Instincts: You can balance traveler outcomes with service quality, operational efficiency, supplier needs, and business impact.
• Cross-Functional Leadership: You can align design, engineering, AI, data, support operations, and business stakeholders around a clear product strategy.
• The Traveler’s Heart: You understand the messy reality of business travel and want to make every trip

 

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