At a Glance
- Tasks: Lead product strategy for AI-driven travel operations and enhance consultant workflows.
- Company: Join Navan, a cutting-edge travel and expense management platform.
- Benefits: Competitive salary, global collaboration, and opportunities for professional growth.
- Other info: Dynamic role with mentorship opportunities and global travel.
- Why this job: Make a real impact in transforming travel experiences with innovative AI solutions.
- Qualifications: 8-10+ years in product management with a focus on AI and operational excellence.
The predicted salary is between 70000 - 90000 £ per year.
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.
The Opportunity
We are looking for a sharp, user-obsessed, and high-slope Senior Product Director, Service Operations to serve as the core product counterpart to our engineering and operational leadership. In this role, 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 of your mandate 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. You will manage and mentor product managers, partner deeply with cross-functional teams across our global hubs, and build toward a future with expanding scope across service technology, operational systems, and potential engineering leadership.
What You’ll Do
- Own the Service Ops Strategy: Drive the end-to-end product strategy for internal tools, agent workflows, AI copilots, crisis management systems, and service quality infrastructure.
- Evolve Internal AI Architecture: Lead the product evolution of Ava into an intelligent, AI-driven copilot for frontline travel consultants - enabling faster resolutions, automated policy enforcement, and personalized support across complex travel and expense scenarios.
- Partner Cross-Functionally & Globally: Collaborate deeply with engineering, frontline operations, design, data, and training teams across our global hubs (London, Tel Aviv, Portugal, India, and the US).
- Elevate the Frontline Experience: Build intuitive tools that reduce cognitive load for agents, accelerate onboarding ramp times, and guide decision-making during high-pressure moments.
- Define & Track Core Success Metrics: Own KPIs aligned with operational efficiency, customer satisfaction (CSAT), agent productivity, first-contact resolution (FCR), automation rates, and platform reliability.
- Build & Scale Product Ops: Consolidate and mentor existing PM talent while helping establish a world-class Product Operations function to bridge frontline insights with product development.
What We’re Looking For
- Product Leadership & High Slope: 8-10+ years of product management experience, with a track record of driving massive impact in complex operational environments, support platforms, enterprise SaaS, or marketplace platforms. (Prior team management preferred, but high-impact ICs with strong leadership trajectory will be evaluated).
- AI Product Instincts: Hands-on experience or deep technical intuition for building AI-powered tools, copilots, workflow automation, knowledge platforms, or agentic intelligence.
- Operational Depth: A genuine love for untangling fragmented, complex operational problems and translating frontline pain points into elegant, scalable software.
- Technical Acumen: Ability to collaborate closely with engineering leaders on platform architecture, integrations, APIs, and workflow systems.
- Global Mobility & Collaboration: Willingness to travel periodically to key engineering and operational hubs (Tel Aviv, Portugal, India, US) and work collaboratively out of our London office.
- High Ownership & Growth Mindset: A builder who thrives in fast-paced, evolving environments and is excited by ambiguity and expanding scope.
Product Director, Service Operations in London employer: Navan
At Navan, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. Our Competitive Intelligence & Strategy team plays a crucial role in driving market growth, and we offer ample opportunities for professional development and continuous learning. Located in a vibrant area, our employees enjoy a supportive environment that encourages creativity and teamwork, making it a rewarding place to advance your career.
StudySmarter Expert Advice🤫
We think this is how you could land Product Director, Service Operations in London
✨Join Product Management Meetups
Get involved in local product management meetups or workshops. These events are perfect for meeting industry folks, sharing ideas, and staying updated on trends. Plus, you never know who might be hiring—it's a fantastic way to make connections that could lead to a job at places like Navan!
✨Show Off Your Product Sense
Create case studies or mini-projects showcasing your product management skills, and share them on platforms like Medium or LinkedIn. This not only puts your skills on display but also boosts your visibility in the product community. Imagine how impressed the hiring team at Navan would be by your initiative!
✨Utilise Online Communities
Dive into online product management communities like Product Coalition or Mind the Product. Engage in discussions, ask questions, and share your insights. These platforms are goldmines for networking and finding hidden job opportunities—many companies often scout talent from within these circles.
✨Leverage Your University Network
If you’ve recently graduated or are still in uni, tap into your alumni network for connections in product management. Many universities have their own job boards and affinity resources to help graduates land roles. Don't forget to keep an eye out for job openings at Navan through your school's career services!
We think you need these skills to ace Product Director, Service Operations in London
Some tips for your application 🫡
Show Off Your Product Passion:When applying for a product management role like Product Director, Service Operations, let your passion for developing products shine through in your cover letter. Share specific examples of products you've managed, how you solved user needs, and any successful outcomes you've achieved. This is your chance to showcase your understanding of the product lifecycle!
Highlight Your Cross-Functional Skills:Product management isn't just about understanding the product; it’s about collaborating with different teams! Make sure to emphasise your experience working with developers, designers, and marketers. Use your CV to showcase your ability to bridge gaps between these areas, and include relevant experiences that demonstrate your communication and leadership skills!
Include Your Metrics and Achievements:In a full-time product management application, data speaks volumes! Quantify your achievements wherever possible. Did you increase user retention by a certain percentage? Launch a product ahead of schedule? Include these metrics in your CV to paint a picture of your impact and effectiveness in previous roles.
Tailor Your CV to the Role:Make sure your CV is tailored for the Product Director, Service Operations position at Navan. Use keywords from the job description and ensure your relevant experiences are front and centre. Highlight any certifications or relevant training you’ve completed that will make you stand out as a strong candidate for the role. And remember, we’re excited to see your application on our website!
How to prepare for a job interview at Navan
✨Understand the Product Life Cycle
As a product management candidate, we need to get our head around the complete product life cycle. Be prepared to discuss real-world examples of how you’ve managed product development from ideation to launch. Bring specific insights on tools like JIRA or Trello that can help streamline these processes.
✨Showcase Your Cross-Functional Skills
Product management is all about collaboration. We should be ready to highlight how we’ve worked across teams—think marketing, engineering, and design. Prepare to discuss scenarios where you had to mediate differing opinions and how you got everyone on board with a shared vision.
✨Prepare for Case Studies
In a full-time role, we can expect to encounter case study questions during our interviews. Practise solving hypothetical product problems on the spot, such as prioritising features for a new app or improving user engagement metrics. This will show our analytical thinking and decision-making skills.
✨Know Your Metrics
Let’s face it, numbers are our best friends in product management. We should prepare to discuss key performance indicators (KPIs) and how we've used analytics to inform product decisions. Dive into examples where data has driven our strategy for improvements or justified product changes.
