SVP, Global Customer Service and Operations

Navan | $255,000—$400,000, Extensive domestic and international travel required

Steph's Notes:

This company is hiring a ton for Success roles, so worth taking a look at their open positions.

Not a single non-white person speaks in their company video.

Navan is seeking a bold and visionary SVP, Global Operations & Services

LOL. Look, I have trust issues; I don't think I've come across a company yet that said they wanted a "bold and visionary" CX executive and actually meant it.

Navan is reshaping the future of corporate travel and expense, and radical customer care is our ultimate differentiator.

I appreciate that they recognize CX as a differentiator, but boy, is all this hyperbole exhausting.

Also, it's depressing. If I had a nickel for every time a company said it was reshaping its industry, I might actually be a millionaire. Gimme a nickel, Navan!

Reporting to the COO, you will be a proven operator and innovator, critical to driving unparalleled customer support and operational excellence at a massive global scale.

Lordy. Someone dial back the gas in this hot air balloon before we hit the exosphere.

Also again! If they need to drive unparalleled customer support at a massive global scale, why isn't this role a Chief Customer Officer rather than an SVP?

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)

I know they probably don't mean this role will be a direct supervisor, but I always get a little nervous when companies don't mention managing multiple levels of leaders. Because sometimes they really do mean direct supervision, and that's a lot.

Also, the third: I'd love to know what exactly they mean by "back-office reconciliation." Are they expecting this role to serve as their finance officer too? That's...that's a little weird.

Drive Strategic Alignment: Foster a unified, customer-centric operating model by securing strategic alignment across key executive functions: Product, Engineering, Sales, and Customer Success

I know this is a common thing, believe me; it would just be nice if we expected other divisions to be customer-centric as a basic standard of operating a real adult business, instead of expecting the CX executive to be everyone's kindergarten teacher all the time.

The pay is excellent at $255,000—$400,000.

Uh-oh, their company pitch brags about being a great place to work. Let's find out!

Oof, we've got some weird dynamics here. The company's overall rating is 4 stars, which is very good, but there's a different narrative playing out in the reviews. Sales employees generally rate the company very highly, but others, not so much, and the ratings fall sharply recently:

• "Horrible Company" (2 stars)
• "Nothing good about this company" (2 stars)
• "That was the worst experience I've ever had." (1 star)
• "Bad culture" (2 stars)

More than one good review also mentions that the company "isn't for the faint of heart." There are also enough suspiciously similar positive reviews that I suspect there might be some review gaming going on here.

Quattro also, there's this question in the application:

This role operates on a hybrid work model, requiring you to work from one of our global offices 4 days per week (including 2 Fridays each month). Are you comfortable with this policy, and are you currently located at, or willing to relocate to, one of our office locations?

I bet you can hear my blood pressure rising!

1. This is listed as a Remote role, that's some bullshit bait-and-switch, and
2. 4 days a week in the office isn't Hybrid! THAT IS JUST AN IN-OFFICE ROLE. (YES, I WILL DIE ON THIS HILL.)

But don't worry, Navan, I'm giving this JD a Hybrid rating! It's BINGO 4 days a week (and 2 Fridays a month) with Tread Carefully one day a week. I'm sure you'll feel right at home.

Original Job Description: SVP, Global Customer Service and Operations

Navan is seeking a bold and visionary SVP, Global Operations & Services to lead, elevate, and transform our global service organization into a world-class, customer obsessed powerhouse. Navan is reshaping the future of corporate travel and expense, and radical customer care is our ultimate differentiator. 

Reporting to the COO, you will be a proven operator and innovator, critical to driving unparalleled customer support and operational excellence at a massive global scale. 

What You’ll Do: 

• 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

What We’re Looking For:

• 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

Preferred Qualifications:

• 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

The posted pay range represents the anticipated low and high end of the compensation for this position and is subject to change based on business need. To determine a successful candidate’s starting pay, we carefully consider a variety of factors, including primary work location, an evaluation of the candidate’s skills and experience, market demands, and internal parity.

For roles with on-target-earnings (OTE), the pay range includes both base salary and target incentive compensation. Target incentive compensation for some roles may include a ramping draw period. Compensation is higher for those who exceed targets. Candidates may receive more information from the recruiter.

Pay Range$255,000—$400,000 USD

About Navan

Navan (Nasdaq: NAVN) is the leading all-in-one business travel, payments, and expense management platform that makes travel easy for frequent travelers. From finding flights and hotels to automating expense reconciliation, with 24/7 support along the way, Navan delivers an intuitive experience travelers love and finance teams rely on. See how Navan customers benefit and learn more at navan.com.

Our team is our competitive edge — a high-performance group of smart, driven people committed to winning together. This dedication to excellence is why we’ve been recognized as a Best Place to Work by Built In (2023–2026), a G2 Best Global Software Company (2025-2026), a CNBC Disruptor 50 (2022-2025), and a Forbes Fintech 50 (2022-2025). At Navan, we provide an environment where top talent excels, offering the autonomy and fast-paced trajectory needed to build a defining career and do the best work of your life.

Our Benefits

Navan offers a comprehensive benefits program designed to support your well-being, financial security, and life outside of work. Our benefits, thoughtfully tailored by country to meet local needs, include healthcare coverage, insurance offerings, and wellness resources for you and your family.

We support long-term financial growth through retirement savings programs and opportunities to participate in our equity plans, so you can share in Navan’s success. To promote balance, we offer flexible time off, country-specific holidays, and paid parental leave for all new parents. Additional benefits include connectivity and commuting support, mental health resources, and exclusive travel-related perks. Wherever you’re based, our benefits evolve with you.

Workplace Policy

Navan believes in the value of in-person connections, whether that’s sitting down to have lunch with one another, taking a walking 1:1, or collaborating in a room together. The connections forged through face-to-face interactions improve company culture and drive business results. Navan invests in global office spaces — in the U.S., Europe, and Asia, among others — that feel welcoming. In-office perks such as company-provided lunches and happy hours create a strong team environment to help you do your best work. Our employees work from the office four days a week. Please expect this policy for all roles that are tied to an office.

Equal Opportunity

Navan is an equal opportunity employer. We make all employment decisions based solely on merit. We provide equal employment opportunity to all applicants and employees without discrimination on the bases of race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We prohibit any such discrimination or harassment. This policy applies to all terms and conditions of employment, including hiring.

Accommodations

Navan complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law. Navan will reasonably accommodate qualified individuals with a disability in connection with applications for employment as required by law.

If you need any assistance or accommodations due to a disability, you are welcome to email us at talent-accommodations@navan.com.

Candidate Privacy Notice

Please review Navan's Candidate Privacy Notice here.

Job Search Best Practices

We have been made aware of recruitment scams involving fraudulent attempts to lure job seekers into sending money or personal information in return for fake job offers or coerce them into purchasing equipment by electronic funds transfer (Zelle, Venmo, etc.) Legitimate Navan recruiters will never ask for money in any recruitment or onboarding activities. All available job openings at Navan will be posted on Navan’s website and all Navan recruiters will be reachable through an email address ending in “@navan.com” or “@navan.tech” or "@talent.navan.com".