Service Command Analyst

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Skills you'll use

What you'll do

• We have transitioned from a traditional, reactive WFM department into a proactive, AI-powered Resource Orchestration Center (ROC) organization. Operating as the "Enterprise Brain" of our 1,000-agent, 24/7 global travel operation, we rely on an advanced technology stack—including Genesys Cloud, Snowflake data lakes, ThoughtSpot, and AI-driven analytics—to automate administrative tasks and empower our human talent. We don't just report on what happened; we engineer outcomes to guarantee our elite service level agreements (SLAs) for our travelers and corporate clients.
• As a Service Command Analyst, you are the tactical controller of our live global travel operations. You will step away from traditional, manual processes and spreadsheet updates. Instead, you will operate in a dynamic, exception-based environment. Leveraging real-time, AI-generated alerts and dashboards, you will identify risks before they impact the traveler and execute pre-approved, rapid-response levers to protect the business.
• To allow for maximum flexibility and impact, you will not be siloed into a single channel (e.g., "just voice" or "just chat"). Instead, you will act as a Portfolio Owner during your shift, managing the holistic health of adaptable business tiers (such as Core, Designated, Dedicated, and Specialty Travel Desks) and adjusting to operational needs as they evolve in the fast-paced travel industry.

Who can apply

• Experience: 2+ years of progressive experience in Workforce Management, Real-Time Operations, or an Operational Command Center environment. (Experience in the travel industry is a plus and highly preferred).
• Technical Proficiency: Deep understanding of modern omnichannel routing platforms; Genesys Cloud experience is highly preferred.
• Data Literacy: Comfort operating in a modern data ecosystem. Familiarity with navigating data visualization tools (e.g., ThoughtSpot, Power BI, Tableau) powered by central data lakes (Snowflake).
• Analytical Agility: Strong systems-thinking ability. You must be able to digest AI-driven recommendations and quickly decide on the optimal operational lever to pull under pressure, adjusting to new scenarios as they arise.
• Communication: Elite communication and interpersonal skills. You will be drafting executive summaries and coordinating rapid responses across multiple global departments.
• 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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About Navan

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