Leads Navan’s India-based travel services organization, overseeing customer support operations, service strategy, organizational development, and operational transitions. Partners with Product, Engineering, Account Management, and global leadership to improve customer experience, scalability, efficiency, and service delivery. Responsibilities include developing operating models, managing metrics and data, driving process improvements, supporting implementations, and hiring, coaching, and developing senior managers, managers, and agents.

Operate as the tactical controller of a 24/7 global travel operation, monitoring AI-driven alerts, executing exception-based levers to protect SLAs, managing portfolios and queues across channels, leading incident response during disruptions, and cross-training in forecasting and data tools to improve automation and continuity.