Product Director, AI Service Operations

What You'll Do:

• 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.

What We're Looking For:

• Experience: 10+ years in product management, with experience leading teams and customer-facing products at scale. A background in AI, customer service, travel, expense, marketplaces, or enterprise software is preferred.
• 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

Navan uses AI-assisted Automated Employment Decision Tool (Metaview) to assist with evaluating resumes against job qualifications for this role. All final decisions are made by human recruiters and hiring managers.

Human oversight:Metaview does not automatically reject candidates or make final hiring decisions. Our recruiters and hiring managers review all outputs and make the final hiring decision regarding every application.

Your rights: If you prefer to have your application reviewed without AI assistance, you may request a human evaluation by entering your email here. Your decision to do so will not affect how your candidacy is evaluated.

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