Remote opportunity at
TripActionsDirector, Travel Services
TripActions is seeking a Director of Travel Services to manage the North America Travel Services division within the Navan Global Operations & Service department. This remote…
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About This Role
TripActions is seeking a Director of Travel Services to manage the North America Travel Services division within the Navan Global Operations & Service department. This remote position involves scaling support operations, championing technology and automation, and guiding service models across Core, Designated, and Dedicated offerings. The ideal candidate will direct operational strategies, balance customer satisfaction with cost-efficiency, and enhance traveler experiences through AI-driven tools. The role requires overseeing key service…
Job Description
TripActions is seeking a Director of Travel Services to manage the North America Travel Services division within the Navan Global Operations & Service department. This remote position involves scaling support operations, championing technology and automation, and guiding service models across Core, Designated, and Dedicated offerings. The ideal candidate will direct operational strategies, balance customer satisfaction with cost-efficiency, and enhance traveler experiences through AI-driven tools.
The role requires overseeing key service metrics including SLAs, quality, productivity, and cost-to-serve while collaborating closely with Engineering, Product, and Analytics teams. Responsibilities include handling complex travel requirements for enterprise clients, managing crisis responses during travel disruptions, and driving continuous process improvements. The hiring process for this position utilizes an AI-assisted tool called Metaview to evaluate application materials, though final hiring decisions are made exclusively by human recruiters and hiring managers, and candidates can opt out of AI assistance upon request.
Responsibilities
- Manage and scale Travel Services operations across North America to balance support quality with cost efficiency
- Develop and evolve the operating model to support Core, Designated, and Dedicated service offerings
- Monitor operational metrics such as service-level agreements, customer satisfaction, quality, and productivity
- Lead the adoption of AI, automation, and digital technologies to boost agent productivity and lower operational costs
- Partner with Product, Engineering, and Analytics teams to implement automated quality assurance and workflow tools
- Analyze operational data to forecast customer needs, improve workforce efficiency, and guide strategic decisions
- Execute transformation initiatives to remove process inefficiencies and scale service delivery
- Coordinate with Workforce Management and Learning & Development for capacity planning, hiring, and training
- Enhance the traveler experience for enterprise and high-value accounts with complex itineraries
- Direct operational readiness and crisis management during travel disruptions and irregular operations
- Oversee technology and vendor relationships to secure measurable business outcomes
Requirements
- Minimum of 10 years of experience in operations, customer support, or service delivery within a large global organization
- At least 5 years of senior leadership experience managing complex teams in a fast-paced matrixed environment
- Demonstrated background in contact center operations, capacity planning, workforce management, and quality assurance
- Experience applying AI and automation to enhance customer support operations and employee productivity
- Practical knowledge of modern contact center technologies, omnichannel solutions, CRM platforms, and performance analytics
- Financial acumen with experience managing budgets and optimizing cost-to-serve
Qualifications
- Background in the corporate travel industry, travel management companies, airlines, or travel technology sectors
- Familiarity with corporate travel operations including ticketing, reservations, exchanges, refunds, and policy management
- Working knowledge of Global Distribution Systems such as Sabre or Amadeus
- Experience managing high-value or enterprise travel customers with specialized service requirements
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, the posting indicates that the location is remote.
What is the salary range for this role?
The salary is not stated in the job posting.
What kind of experience is required for this role?
Candidates must have at least 10 years of experience in operations, customer support, or service delivery, along with a minimum of 5 years in senior leadership managing large teams.
Can I opt out of the AI tool used during the evaluation process?
Yes, applicants can request a human-only evaluation by entering their email to bypass the AI-assisted assessment tool without affecting their candidacy.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.