This person will report to the Senior Director of the India region and operate at the intersection of business, technology, and innovation. They will lead a large travel services team in India and partner closely with senior leadership across GOS and Navan to drive strategic, operational, and organizational improvements.

The role will focus on:

• Global Operations & Service strategy — defining and implementing scalable processes, operating models, and change initiatives.
• Customer experience — bringing the voice of the customer into broader business decisions and identifying opportunities to improve the experience across Service, Product, and Account Management.
• Product and technology partnership — serving as a critical interface for Product feedback and helping inform priorities for Product and Engineering.
• Customer implementation and transition — supporting new business implementations and leading operational transitions into Navan.
• World-class service experience — building an environment that consistently delivers an exceptional experience for both customers and employees.
• People leadership — hiring, developing, coaching, and leading a large organization of Senior Managers, Managers, and Agents.

This leader thrives in a high-growth environment and adapts quickly to changes across people, processes, technology, and product. They are an inspiring and highly accountable leader with a strong passion for customer experience, innovation, and team success, combined with a highly analytical, structured, and detail-oriented approach to building scalable operations in complex, cross-functional environments.

What You’ll Do:

• Communicate relevant global business updates, context, priorities, and feedback to and from the team.
• Partner closely with functional and site leaders globally to ensure service delivery, operating processes, and priorities are aligned with business objectives.
• Lead and motivate the GOS organization to deliver an elevated experience for customers globally while developing measurable talent strategies and programs aligned with business goals.
• Inspire, build, and coach a high-caliber leadership team, leading through trust, accountability, and strong execution.
• Identify opportunities, build business cases, and implement process improvements using data-driven insights. Use analysis to drive efficiency, scalability, and optimization across the operation.
• Own the data, metrics, and service model associated with customer support and service delivery.
• Serve as an effective partner to GOS leadership and cross-functional teams, setting objectives, driving execution, and continuously improving the traveler experience.
• Challenge the status quo and make recommendations on how to evolve the organization, operating model, and customer experience.

What We’re Looking For:

• 10+ years of senior leadership experience spanning strategic planning, prioritization, program management, and customer service in a fast-paced, high-growth operations environment.
• 5+ years of leadership experience running a service organization in a complex, matrixed environment.
• Proven track record of building and developing high-performing, ambitious teams and delivering measurable business results.
• Ability to build strong relationships across diverse teams, locations, and time zones while constructively challenging the status quo.
• Strong collaboration and partnership skills, with the ability to mentor others and foster a high-trust, high-accountability environment.
• Exceptional communication skills, with the ability to synthesize complex issues and translate them into clear, concise messages for leadership, peers, customers, and global teams.
• Travel industry experience.
• Creative, solutions-oriented, and highly independent, with the ability to make decisions while keeping teams aligned.
• Exceptional prioritization skills, with sound judgment around when to say no, not now, or later.
• Demonstrated program and project management experience, with a strong track record of managing roadmaps, scope, dependencies, and challenging timelines.