About this role
Navan is building Ava, a customer-facing AI service agent, alongside consultant tools and automation for travel and expense operations and crisis management. The Product Director will guide the evolution of these booking tools to scale personalized concierge service while balancing the company's topline and bottomline. Responsibilities include defining the vision, setting the product roadmap, and managing a team of product managers to create a cohesive service experience across automated agents and human consultants.
This position sits at the intersection of product, operations, and customer experience, requiring close collaboration with engineering, design, data, and sales teams. A successful candidate will bring substantial background in scaling customer-facing products, strong operational problem-solving abilities, and experience managing P&L for service offerings. Individuals who excel here can translate complex customer context into intuitive, trustworthy tools while maintaining high standards for service quality.
What you will do
- Collaborate with sales, consulting, and support teams to design new artificial intelligence tools and automation that optimize operational efficiency.
- Manage a team of two or more product managers while setting the overall strategy and roadmap for Ava, consultant tools, crisis management, and operations automation.
- Establish the product standard for personalized and proactive service across the automated agent and consultant-led support channels.
- Expand the scope of customer needs that the AI agent can resolve while preserving quality and determining the right moments for human handoffs.
- Partner across travel, expense, engineering, design, data, and operations to embed the assistant throughout the customer journey.
- Equip consultants with customer history, preferences, and conversation context to accelerate issue resolution and personalization.
- Measure key metrics including customer satisfaction, resolution rates, personalization, productivity, accuracy, cost, and reliability using feedback to drive improvements.
What you need
- Bring ten or more years of experience in product management, including leadership of teams and customer-facing products at scale.
- Possess background experience in artificial intelligence, customer service, travel, expense, marketplaces, or enterprise software.
- Demonstrate hands-on experience building chatbots, assistants, or automation used directly by customers with sound judgment regarding human handoffs.
- Apply strong product judgment to transform complex systems and customer context into simple, trustworthy experiences.
- Utilize data, feedback, and testing for decision-making while partnering effectively with engineering on integrations, performance, and reliability.
- Communicate effectively to align cross-functional teams, frontline stakeholders, and executives around a unified product direction.
Skills and tech stack
Questions candidates ask
What products will this team build and manage?
The team evolves AI booking tools, Ava as a customer-facing service agent, consultant tools, travel and expense operation automation, and crisis management products. These offerings connect product, operations, and customer experience into a seamless service model.
What kind of background is preferred for applicants?
A background in artificial intelligence, customer service, travel, expense, marketplaces, or enterprise software is preferred. Candidates also need ten or more years of product management experience with a track record of leading teams and customer-facing products at scale.
How does the hiring process evaluate candidates?
Navan uses an AI-assisted Automated Employment Decision Tool called Metaview to assist with evaluating resumes against job qualifications. All final decisions are made by human recruiters and hiring managers who review all outputs.