SVP, Global Customer Service and Operations

Navan 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.

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

Requirements:

• 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
• 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