# Manager, Travel Services **Company:** [Navan](https://zerogtalent.com/frontier-companies/navan) **Location:** Tel-Aviv, Israel **Work mode:** On-site **Seniority:** Mid **Employment type:** Full Time **Category:** Operations **Department:** Global Operations and Service (GOS) **Listed:** 2026-09-30 [View and apply on Zero G Talent](https://zerogtalent.com/frontier-jobs/navan/manager-travel-services-8239274) ## What you'll do - Lead and develop team of Travel Consultants - Monitor performance metrics, queues, SLAs - Coach consultants on quality and corrective actions - Manage escalations and cross-functional partnerships - Drive process improvements and operational reporting ## What you need - 7+ yrs travel industry experience - 5+ yrs leadership in TMC/contact center, 3+ yrs as Manager - Advanced Sabre/Amadeus GDS expertise - CRM/platform familiarity (Salesforce, Zendesk) - Proven people leadership and mentoring track record ## Job description The **Manager, Travel Services** leads a team of Travel Consultants and is accountable for team performance, service quality, employee development, and operational execution. This role supports Navan’s business goals while maintaining a best-in-class standard of service and fostering a culture of inclusion, trust, accountability, and teamwork. The Manager leads, motivates, challenges, and develops the team in line with our service philosophy: _We provide industry-leading service that enables our customers to enjoy an exceptional and seamless travel and expense experience while achieving unparalleled levels of operational efficiency._ ### **What You’ll Do** - Develop team members through regular interaction reviews, coaching sessions, performance conversations, and 1:1 meetings. - Maintain an in-depth understanding of the day-to-day responsibilities, workflows, tools, and challenges of Travel Consultants. - Step in to manage email, voice, and chat interactions when operational support or escalation handling is required. - Review LLM quality evaluations and assess travel bookings and customer requests across relevant travel tools to ensure consistently high service standards. - Identify operational errors and quality gaps, provide constructive feedback, and coach consultants on corrective and preventative actions. - Regularly review individual and team performance metrics to identify opportunities across critical competencies and develop appropriate improvement plans. - Monitor contact queues, staffing, adherence, and SLA performance to ensure service-level targets are achieved. - Hold Travel Consultants accountable for agreed performance, quality, productivity, and customer-experience metrics. - Report on weekly and monthly operational performance, with a specific focus on team results, trends, risks, and improvement actions. - Set clear expectations and create an environment in which consultants are motivated and empowered to meet or exceed the requirements of their roles. - Partner with cross-functional teams to address errors, learning needs, process gaps, and opportunities to improve consultant performance. - Manage escalations and customer communications, maintaining ownership of issues through resolution. - Participate in projects that develop, guide, and implement processes designed to improve service delivery and operational results. - Partner with Operations and Service Leadership to regularly review, update, and communicate global performance metrics and expectations. - Ensure the team remains aligned with global organizational expectations, quality standards, processes, and performance requirements through regular team meetings and communications. - Lead the team effectively through organizational, operational, and process changes, ensuring understanding and encouraging constructive feedback. - Support the recruitment, selection, onboarding, and induction of Travel Consultants to maintain a consistent hiring and service standard. - Identify and manage employee performance concerns, escalating to the People team or Senior Leadership when appropriate. - Monitor processes, procedures, and tools that may negatively affect team productivity or the customer experience, and recommend improvements. - Cascade relevant travel-industry, supplier, policy, and operational updates to the team in a timely and effective manner. ### **What We’re Looking For** - 7+ years of experience in the travel industry. - 5+ years of progressive leadership experience within a TMC or travel-industry contact-center environment, including at least 3 years at the Manager level leading consultants and/or team leads. - Advanced knowledge of Sabre and/or Amadeus GDS, along with a strong understanding of online and offline travel operations. - Knowledge of, or familiarity with, CRM and customer-service platforms such as Salesforce, Zendesk, or similar tools. - Ability to quickly develop proficiency across Navan technology, supplier platforms, and operational tools. - A customer-centric mindset, with a consistent focus on delivering excellent customer experiences. - Strong relationship-building skills and the ability to motivate, engage, and develop team members through coaching and knowledge sharing. - A proven track record as a people leader and mentor, with a strong understanding of travel-service requirements, customer needs, and the challenges of operating in a fast-growing company. - Excellent written and verbal communication, interpersonal, and presentation skills. - Ability to work independently while collaborating effectively across teams and regions. - A data-driven approach, with the ability to use business analytics and performance insights to identify trends, understand root causes, and improve results. - A proactive, results-oriented mindset, with strong ownership and follow-through. - Strong organizational and prioritization skills, with the ability to use available resources effectively and deliver against agreed timelines. - The ability to lead by example and consistently demonstrate sound judgment, accountability, and professionalism. Navan uses AI-assisted Automated Employment Decision Tool (Metaview) to assist with evaluating resumes against job qualifications for this role. All final decisions are made by human recruiters and hiring managers.  **Human oversight:** Metaview does not automatically reject candidates or make final hiring decisions. Our recruiters and hiring managers review all outputs and make the final hiring decision regarding every application.  - **Your rights:** If you prefer to have your application reviewed without AI assistance, you may request a human evaluation by entering your email [here](https://my.metaview.app/applications/opt-out?organization=15dd7e883f). Your decision to do so will not affect how your candidacy is evaluated.  Please refer to our [Candidate Privacy Notice](https://navan.com/candidate-privacy-notice) for more information about our processing of personal data, and your rights. ## Other open roles at Navan - [Field Marketing Manager](https://zerogtalent.com/frontier-jobs/navan/field-marketing-manager-8384755) — London, UK - [Field Marketing Manager](https://zerogtalent.com/frontier-jobs/navan/field-marketing-manager-8384754) — Austin, TX - [Manager, Business Operations, Specialty Travel & Events](https://zerogtalent.com/frontier-jobs/navan/manager-business-operations-specialty-travel-events-8386046) — London, UK - [Field Marketing Manager](https://zerogtalent.com/frontier-jobs/navan/field-marketing-manager-8369942) — Paris, FR - [Sr. Software Engineer](https://zerogtalent.com/frontier-jobs/navan/sr-software-engineer-8348562) — Bengaluru, IN --- *Source: [Zero G Talent](https://zerogtalent.com), the job board for space, defense, AI, robotics and frontier-tech companies.*