Navan
Manager, Travel Experience Consultant
Delhi, IN
Sponsorship not specifiedDetected 4 days ago
StatisticsSalesforceCRMRecruitingPerformance ManagementHRISCustomer SupportLeadershipCommunicationCollaborationMentoring
About the role
- This role requires a unique blend of people leadership, operational management, and relationship cultivation.
- You will be responsible for the day-to-day oversight of your team, ensuring they provide exceptional service, while also managing the strategic service relationship with the dedicated customer's Travel Manager and Specialists.
- You will coach your team to proactively address traveler inquiries and aim for first-contact resolution.
Responsibilities
- People Leadership & Development: Serve as the frontline manager for a team of Business Travel Consultants. You will be responsible for coaching, training, and upskilling team members to deliver a best-in-class customer experience.
- You will perform root cause analysis on common service issues to develop and implement permanent corrective actions and process improvements.
- Customer Relationship Management: Act as the primary point of contact for the dedicated customer's Travel Manager. You will conduct regular check-ins, present performance statistics, and collaborate on improvement plans and service enhancements.
- Collaboration & Communication: Collaborate with the wider support team to meet performance and behavior metrics.
- Talent Acquisition & Onboarding: Screen and interview new hires as the organization scales. You will provide input for the New Hire Training Program and ensure its effective execution for modules delivered by the support team.
- Administrative Oversight: Manage approvals for employee travel bookings and handle Resignation Conversations with departing employees. You will lead these discussions with respect and curiosity, documenting insights to help improve the company.
- Customer Focus: A proven ability to live and breathe customer support, with a commitment to high customer engagement and a passion for resolving complex customer issues.
- You will be responsible for coaching, training, and upskilling team members to deliver a best-in-class customer experience.
- You will conduct regular check-ins, present performance statistics, and collaborate on improvement plans and service enhancements.
- Collaborate with the wider support team to meet performance and behavior metrics.
Requirements
- Industry Expertise: A minimum of 5 years of experience in the travel industry, with deep knowledge of GDS platforms (Sabre and/or Amadeus).
- A minimum of 5 years of progressive leadership experience in a contact center or support environment, with at least 5 years of experience at the manager level.
- A minimum of 5 years of experience in the travel industry, with deep knowledge of GDS platforms (Sabre and/or Amadeus).
- The ability to use a data-driven approach to identify operational challenges and inform strategic decisions.
- Familiarity with CRM applications (e.g., Salesforce, Twilio) and contact center applications (e.g., Calabrio, WorkDay).
Skills
- Analytical Abilities: The ability to use a data-driven approach to identify operational challenges and inform strategic decisions.
- Communication: Excellent written and verbal communication skills, along with strong presentation and facilitation skills.
- Technical Acumen: Familiarity with CRM applications (e.g., Salesforce, Twilio) and contact center applications (e.g., Calabrio, WorkDay).
- Education: Bachelor's degree preferred.
- What Sets You Apart
- A reputation as a resolution-focused leader who champions change and consistently exceeds expectations.
- Excellent written and verbal communication skills, along with strong presentation and facilitation skills.
- Excellent organizational and interpersonal skills.
Benefits
- You should have a clear understanding of the challenges facing a fast-growing company.
Company info
- As a Manager, Travel Experience Consultant, you will lead a dedicated team of Travel Consultants.
- Your leadership will be key to developing a high-performing team, driving continuous improvement, and ensuring the success of the offline travel program for our most valued customers.
- Organize team engagement activities, both in-person and remote, to foster a positive, collaborative, and high-performing team culture.
- What We're Looking For
This listing is sourced directly from Navan's careers page and normalized into a canonical job model.