Team Lead, Event Travel

Purpose of the Role:   

• To provide the highest possible level of assistance to key clients, General Manager, Operations Manager, and the Event Travel team overall
• To develop relationships across all areas of Navan Events, sharing best in class market knowledge of Event Travel
• To ensure maximum revenue generation in all areas of Navan Event Travel while always ensuring significant return on investment to the client

Key Responsibilities:  

As a primary client liaison of the Event Travel Department, you will further the vision and goals of Navan by providing outstanding support across the US.

• Act as a main point of contact for both internal and external clients and suppliers 
• Lead, coach, and inspire a high-performing team to achieve excellence in client service and travel execution
• Set clear goals, provide real-time feedback, and support ongoing training and professional development
• Manage team workload and capacity, collaborating with other leaders to flex resources when needed
• Recruit, onboard, and integrate new team members, fostering a high-performance and inclusive culture
• Engage in daily performance management, motivation, and development of the team, giving operational updates and escalating issues when appropriate
• Develop, implement, and manage the training plan for your team in conjunction with the Operations Manager plus onboarding team.  Deliver training requirements and performance improvement measures
• Investigate escalated customer complaints or issues to satisfactory resolution   
• Lead complex projects from conception to execution, including budgets, timelines, logistics, and vendor management
• Works through conflict constructively, finding opportunities to resolve difficulties
• Assist the Event Travel managers in invoicing, reconciliation, and finance coordination at the close of the event.
• Lead regular team meetings to ensure your team is up to date on new product launches, industry updates and exciting team initiatives and programs
• Collaborate with senior leadership to set departmental goals and align event delivery with broader business objectives.
• Constantly improve your travel industry and platform knowledge so we continue to set the standard for best-in-class travel agents 

Skills Required:

• Professional oral and written communication skills required, both for internal and external customer contact.
• 4+ years of GDS Sabre experience preferred   
• Proficient Google/MS Suite skills along with the technical aptitude to learn innovative technology 
• Strong understanding of service level agreements (SLAs), quality standards, and productivity metrics
• Ability to manage escalated customer issues and drive timely resolution while maintaining a high level of customer satisfaction
• Working knowledge of workforce management principles including schedule adherence, attendance management, and capacity planning
• Ability to multitask with a desire to resolve urgent matters as quickly and efficiently as possible
• An empathetic disposition with the ability to always maintain a professional attitude 
• An independent thinker who can use available resources to troubleshoot issues and resolve customer inquiries
• Reliable and flexible with an openness to working full-time non-traditional shifts (early mornings, late evenings, and weekends) 
• An interest in travel with a basic understanding of world geography with a passion for global experiences