Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
About the Role
We are looking for a user-obsessed Senior Product Director, Service Operations to serve as the core product counterpart to our engineering and operational leadership. 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 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, managing and mentoring product managers and partnering deeply with cross-functional teams.
Responsibilities
- Drive the end-to-end product strategy for internal tools, agent workflows, AI copilots, crisis management systems, and service quality infrastructure.
- Lead the product evolution of Ava into an intelligent, AI-driven copilot for frontline travel consultants.
- Collaborate deeply with engineering, frontline operations, design, data, and training teams across our global hubs.
- Build intuitive tools that reduce cognitive load for agents, accelerate onboarding ramp times, and guide decision-making during high-pressure moments.
- Own KPIs aligned with operational efficiency, customer satisfaction (CSAT), agent productivity, first-contact resolution (FCR), automation rates, and platform reliability.
- Consolidate and mentor existing PM talent while helping establish a world-class Product Operations function.
Requirements
- 8–10+ 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.
- Hands-on experience or deep technical intuition for building AI-powered tools, copilots, workflow automation, knowledge platforms, or agentic intelligence.
- A genuine love for untangling fragmented, complex operational problems and translating frontline pain points into elegant, scalable software.
- Ability to collaborate closely with engineering leaders on platform architecture, integrations, APIs, and workflow systems.
- Willingness to travel periodically to key engineering and operational hubs (Tel Aviv, Portugal, India, US) and work collaboratively out of our London office.
- A builder who thrives in fast-paced, evolving environments and is excited by ambiguity and expanding scope.
Skills
- AI Product Instincts
- Operational Depth
- Technical Acumen
- Global Mobility & Collaboration
- High Ownership & Growth Mindset
Location
- London
- Tel Aviv
- Portugal
- India
- US
Work Type
- Full-time
Experience Level
- Senior
About the Company
- Navan is the all-in-one travel and expense management platform that powers the world’s 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.