Leads a team of business travel consultants, overseeing coaching, performance, service-level adherence, escalations, customer relationships, and process improvements. Manages operational metrics, conducts root cause analysis, supports hiring and onboarding, presents performance results to the customer’s Travel Manager, and fosters team engagement. Requires extensive contact-center leadership and travel-industry experience, knowledge of Sabre or Amadeus, CRM and contact-center technology familiarity, and flexibility for non-traditional shifts.

Provides multichannel support for business travelers, including flight, hotel, car, and rail bookings. Resolves urgent travel issues, supports Navan platform self-service, meets SLA and performance targets, follows travel and compliance procedures, and shares feedback with product and internal teams. Requires strong travel supplier and destination knowledge, GDS expertise, customer service skills, flexibility for nontraditional shifts, and effective communication.