Director, Customer Experience Technology (Travel)

Join Navan's innovative Business Technology team as the Director of Customer Experience Technology and lead the development of cutting-edge technologies to revolutionize customer engagement. As the Director of Customer Experience Technology, you'll be responsible for overseeing the development and deployment of innovative solutions that will enhance customer experience, improve efficiency, and drive revenue growth. You'll collaborate with cross-functional teams, manage a team of professionals, and provide guidance, support, and mentorship to ensure the successful delivery of projects.

Navan offers a dynamic and fast-paced Business Technology environment where you can grow your skills, take on new challenges, and make a significant impact on the success of the organization. The ideal candidate should have a deep understanding of the contact center ecosystem, strong technical expertise, and a proven track record of delivering complex projects on time and within budget. If you are passionate about developing and implementing cutting-edge technologies, have exceptional leadership skills, and thrive in a fast-paced, high-growth environment, then we want you to join Navan's Business Technology Team. Apply now and showcase your talents in revolutionizing the way organizations engage with their customers!

Navan isn't just a travel management company; it's a game-changer. As one of the fastest-growing companies in the industry, we're rewriting the rule book and creating innovative solutions that revolutionize business travel. But what sets us apart is our team: a group of passionate, driven individuals who aren't afraid to challenge the status quo and think outside the box. Join us at Navan, and you'll be part of a dynamic, inclusive community that values diversity, creativity, and collaboration. Together, we're changing the way the world travels – and we're just getting started.

What You Will Be Doing:

As the Director of Customer Experience Technology, you will be responsible for leading the technical team that supports contact systems and operations within the organization. Your primary responsibilities will include:

• Managing and leading the technical team responsible for contact center platforms and technologies, including staffing, performance management, and talent development
• Collaborating with business leaders to develop and implement strategies that support the organization's contact center operations
• Ensuring the development, implementation, and maintenance of scalable, reliable, and secure contact center platforms
• Managing vendor relationships and evaluating third-party solutions to ensure they align with business goals and meet performance standards
• Ensuring compliance with regulatory requirements, such as GDPR and SOX
• Developing and maintaining disaster recovery and business continuity plans for contact center operations
• Identifying opportunities to enhance the customer experience and optimize contact center performance through the use of technology and data analytics
• Communicating effectively with internal stakeholders, including executives, business leaders, and technical teams

What You Bring Along:

• 10+ years of experience in IT management with a focus on contact center platforms and technologies
• GDS Experience Required (Sabre preferred)
• Proven track record of leading technical teams that support contact centers
• Strong knowledge of contact center technologies, including ACD, IVR, Routing, Quality Management and Workforce Management
• Experience with cloud-based contact center platforms, such as AWS Connect or Genesys Cloud
• Familiarity with CRM platforms, such as Salesforce or Microsoft Dynamics
• Knowledge of data analytics tools and techniques, such as reporting, dashboarding, and predictive analytics
• Excellent communication skills, both written and verbal, with the ability to communicate complex technical concepts to non-technical stakeholders
• Strong leadership skills with the ability to motivate and inspire team members
• Experience with Agile and DevOps methodologies
• Strong project management skills, with the ability to manage multiple projects simultaneously
• Experience working in regulated industries, such as healthcare or financial services