Product Director, Service Operations

Navan is the all-in-one travel and expense management platform that powers the worlds leading businesses. By combining cutting-edge technology corporate cards and a modern traveler experience Navan is disrupting traditional enterprise T&E pacing past$900M in revenue with over $9B in Gross Booking Volume.

At Navan we believe world-class technology should empower world-class human service. We are committed to building an AI-first service ecosystem where frontline travel consultants and intelligent automation work in tandem to deliver a true 5-star concierge experience at scale.

The Opportunity

We are looking for a sharp user-obsessed and high-slope Senior Product Director Service Operations to serve as the core product counterpart to our engineering and operational leadership.

In this role you will own the end-to-end product vision for internal tools consultant workflows crisis management and the next-generation AI intelligence layer powering our global service operations. A key focus of your mandate will be expanding and rebranding our core internal platform.
Taking our AI travel assistant Ava to the next level (Ava for Consultants) to automate complex travel workflows improve agent productivity and elevate customer experience.

This is a high-ownership high-impact role at the intersection of product AI operations and customer experience. You will manage and mentor product managers partner deeply with cross-functional teams across our global hubs and build toward a future with expanding scope across service technology operational systems and potential engineering leadership.

What Youll Do

• Own the Service Ops Strategy: Drive the end-to-end product strategy for internal tools agent workflows AI copilots crisis management systems and service quality infrastructure.

• Evolve Internal AI Architecture: Lead the product evolution of Ava into an intelligent AI-driven copilot for frontline travel consultantsenabling faster resolutions automated policy enforcement and personalized support across complex travel and expense scenarios.

• Partner Cross-Functionally & Globally: Collaborate deeply with engineering frontline operations design data and training teams across our global hubs (London Tel Aviv Portugal India and the US).

• Elevate the Frontline Experience: Build intuitive tools that reduce cognitive load for agents accelerate onboarding ramp times and guide decision-making during high-pressure moments.

• Define & Track Core Success Metrics: Own KPIs aligned with operational efficiency customer satisfaction (CSAT) agent productivity first-contact resolution (FCR) automation rates and platform reliability.

• Build & Scale Product Ops: Consolidate and mentor existing PM talent while helping establish a world-class Product Operations function to bridge frontline insights with product development.

What Were Looking For

• Product Leadership & High Slope: 810 years of product management experience with a track record of driving massive impact in complex operational environments support platforms internal tools enterprise SaaS or marketplace platforms. (Prior team management preferred but high-impact ICs with strong leadership trajectory will be evaluated).

• AI Product Instincts: Hands-on experience or deep technical intuition for building AI-powered tools copilots workflow automation knowledge platforms or agentic intelligence.

• Operational Depth: A genuine love for untangling fragmented complex operational problems and translating frontline pain points into elegant scalable software.

• Technical Acumen: Ability to collaborate closely with engineering leaders on platform architecture integrations APIs and workflow systems.

• Global Mobility & Collaboration: Willingness to travel periodically to key engineering and operational hubs (Tel Aviv Portugal India US) and work collaboratively out of our London office.

• High Ownership & Growth Mindset: A builder who thrives in fast-paced evolving environments and is excited by ambiguity and expanding scope.