Product Director, AI Service Operations

Описание

We are looking for a customer-obsessed Product Director to help make Navan known for personalized concierge service at scale. You will be directly responsible for Navan’s topline and bottomline by evolving our AI booking tools and cost of operations by products across Ava—Navan’s customer-facing AI service agent—consultant tools, and automation for travel and expense operation, as well as crisis management products.

Responsibilities

• Work with sales, consulting, and support teams to design new AI-based tools and automation to optimize efficiency.
• Manage a team of 2+ Product managers
• Own the overall strategy and roadmap for Ava, consultant tools, crisis management and operations automation.
• Set the product standard for personalized, proactive service across Ava and consultant-led support.
• Expand the customer needs Ava can resolve while preserving quality and knowing when a consultant should step in.
• Partner across Travel, Expense, engineering, design, data, and operations to embed Ava throughout the customer journey and make consultant handoffs seamless.
• Give consultants the customer history, preferences, and conversation context they need to resolve issues quickly and personalize every interaction.
• Measure customer satisfaction, resolution, personalization, handoff quality, productivity, accuracy, cost, and reliability. Use customer and consultant feedback to improve results.

Requirements

• Experience: 10+ years in product management, with experience leading teams and customer-facing products at scale.
• Customer-Facing AI: Has built chatbots, assistants, or automation used directly by customers, with strong judgment about personalization and when a human should step in.
• Product Judgment: Turns complex systems and customer context into simple, personal, and trustworthy experiences.
• Operational Problem-Solving: Turns customer and consultant pain points into scalable products, tools, and processes.
• Customer Focus: Learns directly from customers and consultants and turns those insights into experiences that feel personal, proactive, and effortless.
• Analytical and Technical Skills: Uses data, feedback, and testing to make decisions and partners effectively with engineering on integrations, performance, and reliability.
• Communication: Aligns cross-functional teams, frontline stakeholders, and executives around a clear direction.
• Leadership: Makes clear decisions and balances customer value, quality, risk, and cost.
• P&L Ownership: Accountable for service offering P&L

We offer

• Comprehensive benefits program designed to support your well-being, financial security, and life outside of work.
• Healthcare coverage, insurance offerings, and wellness resources for you and your family.
• Long-term financial growth through retirement savings programs and opportunities to participate in our equity plans.
• 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.
• Our employees work from the office four days a week.