Product Director, Service Operations

<p data-path-to-node="9">Navan is the all-in-one travel and expense management platform that powers the world’s leading businesses. By combining cutting-edge technology, corporate cards, and a modern traveler experience, Navan is disrupting traditional enterprise T&amp;E pacing past&nbsp;<strong data-path-to-node="9" data-index-in-node="255">$900M+ in revenue</strong> with over <strong data-path-to-node="9" data-index-in-node="283">$9B in Gross Booking Volume</strong>.</p> <p data-path-to-node="10">At Navan, we believe world-class technology should empower world-class human service. We are committed to building an AI-first service ecosystem where frontline travel consultants and intelligent automation work in tandem to deliver a true 5-star concierge experience at scale.</p> <h3 data-path-to-node="12"><strong data-path-to-node="12" data-index-in-node="0">The Opportunity</strong></h3> <p data-path-to-node="13">We are looking for a sharp, user-obsessed, and high-slope <strong data-path-to-node="13" data-index-in-node="58">Senior Product Director, Service Operations</strong> to serve as the core product counterpart to our engineering and operational leadership.</p> <p data-path-to-node="14">In this role, you will own the end-to-end product vision for internal tools, consultant workflows, crisis management, and the next-generation AI intelligence layer powering our global service operations. A key focus of your mandate will be expanding and rebranding our core internal platform. <br>Taking our AI travel assistant, <strong data-path-to-node="14" data-index-in-node="324">Ava</strong>, to the next level ("Ava for Consultants") to automate complex travel workflows, improve agent productivity, and elevate customer experience.</p> <p data-path-to-node="15">This is a high-ownership, high-impact role at the intersection of product, AI, operations, and customer experience. You will manage and mentor product managers, partner deeply with cross-functional teams across our global hubs, and build toward a future with expanding scope across service technology, operational systems, and potential engineering leadership.</p> <h3 data-path-to-node="17"><strong data-path-to-node="17" data-index-in-node="0">What You’ll Do</strong></h3> <ul data-path-to-node="18"> <li> <p data-path-to-node="18,0,0"><strong data-path-to-node="18,0,0" data-index-in-node="0">Own the Service Ops Strategy:</strong> Drive the end-to-end product strategy for internal tools, agent workflows, AI copilots, crisis management systems, and service quality infrastructure.</p> </li> <li> <p data-path-to-node="18,1,0"><strong data-path-to-node="18,1,0" data-index-in-node="0">Evolve Internal AI Architecture:</strong> Lead the product evolution of <strong data-path-to-node="18,1,0" data-index-in-node="63">Ava</strong> into an intelligent, AI-driven copilot for frontline travel consultants—enabling faster resolutions, automated policy enforcement, and personalized support across complex travel and expense scenarios.</p> </li> <li> <p data-path-to-node="18,2,0"><strong data-path-to-node="18,2,0" data-index-in-node="0">Partner Cross-Functionally &amp; Globally:</strong> Collaborate deeply with engineering, frontline operations, design, data, and training teams across our global hubs (<strong data-path-to-node="18,2,0" data-index-in-node="155">London, Tel Aviv, Portugal, India, and the US</strong>).</p> </li> <li> <p data-path-to-node="18,3,0"><strong data-path-to-node="18,3,0" data-index-in-node="0">Elevate the Frontline Experience:</strong> Build intuitive tools that reduce cognitive load for agents, accelerate onboarding ramp times, and guide decision-making during high-pressure moments.</p> </li> <li> <p data-path-to-node="18,4,0"><strong data-path-to-node="18,4,0" data-index-in-node="0">Define &amp; Track Core Success Metrics:</strong> Own KPIs aligned with operational efficiency, customer satisfaction (CSAT), agent productivity, first-contact resolution (FCR), automation rates, and platform reliability.</p> </li> <li> <p data-path-to-node="18,5,0"><strong data-path-to-node="18,5,0" data-index-in-node="0">Build &amp; Scale Product Ops:</strong> Consolidate and mentor existing PM talent while helping establish a world-class Product Operations function to bridge frontline insights with product development.</p> </li> </ul> <h3 data-path-to-node="20"><strong data-path-to-node="20" data-index-in-node="0">What We’re Looking For</strong></h3> <ul data-path-to-node="21"> <li> <p data-path-to-node="21,0,0"><strong data-path-to-node="21,0,0" data-index-in-node="0">Product Leadership &amp; High Slope:</strong> 8–10+ years of product management experience, with a track record of driving massive impact in complex operational environments, support platforms, internal tools, enterprise SaaS, or marketplace platforms. <em data-path-to-node="21,0,0" data-index-in-node="240">(Prior team management preferred, but high-impact ICs with strong leadership trajectory will be evaluated).</em></p> </li> <li> <p data-path-to-node="21,1,0"><strong data-path-to-node="21,1,0" data-index-in-node="0">AI Product Instincts:</strong> Hands-on experience or deep technical intuition for building AI-powered tools, copilots, workflow automation, knowledge platforms, or agentic intelligence.</p> </li> <li> <p data-path-to-node="21,2,0"><strong data-path-to-node="21,2,0" data-index-in-node="0">Operational Depth:</strong> A genuine love for untangling fragmented, complex operational problems and translating frontline pain points into elegant, scalable software.</p> </li> <li> <p data-path-to-node="21,3,0"><strong data-path-to-node="21,3,0" data-index-in-node="0">Technical Acumen:</strong> Ability to collaborate closely with engineering leaders on platform architecture, integrations, APIs, and workflow systems.</p> </li> <li> <p data-path-to-node="21,4,0"><strong data-path-to-node="21,4,0" data-index-in-node="0">Global Mobility &amp; Collaboration:</strong> Willingness to travel periodically to key engineering and operational hubs (<strong data-path-to-node="21,4,0" data-index-in-node="109">Tel Aviv, Portugal, India, US</strong>) and work collaboratively out of our <strong data-path-to-node="21,4,0" data-index-in-node="176">London office</strong>.</p> </li> <li> <p data-path-to-node="21,5,0"><strong data-path-to-node="21,5,0" data-index-in-node="0">High Ownership &amp; Growth Mindset:</strong> A builder who thrives in fast-paced, evolving environments and is excited by ambiguity and expanding scope.</p> </li> </ul><div class="content-conclusion"><p>&nbsp;</p> <p>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.&nbsp;</p> <p><strong>Human oversight:</strong>&nbsp;<span style="color: #000000; font-family: Arial, sans-serif;">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.&nbsp;</span></p> <ul> <li> <p><strong>Your rights: </strong>If you prefer to have your application reviewed without AI assistance, you may request a human evaluation by entering your email <a href="https://my.metaview.app/applications/opt-out?organization=15dd7e883f">here</a>. Your decision to do so will not affect how your candidacy is evaluated.&nbsp;</p> </li> </ul> <p>Please refer to our<a href="https://navan.com/candidate-privacy-notice"> Candidate Privacy Notice</a> for more information about our processing of personal data, and your rights.</p></div>