Product Director, AI Service Operations

Product Director, AI Service Operations

Location:Tel-Aviv, Israel

Department:Engineering

Product Director, AI Service Operations

We’re looking for a customer-obsessed Product Director to help make Navan known for personalized concierge service at scale. You will be directly responsible for Navan’s topline and bottomline by evolving our AI booking tools and cost of operations by products across Ava—Navan’s customer-facing AI service agent—consultant tools, and automation for travel and expense operation, as well as crisis management products.

You will continue to evolve Ava so it recognizes each customer’s context, anticipates needs, takes action, and brings in the right consultant at the right moment. You will also give consultants the context and tools to deliver the same personal, effortless experience.

This role connects product, operations, and customer experience. You will set the vision, product strategy and roadmap and partner with engineering, design, data, and operations to create one seamless service experience across Ava, consultants, and automation.

What You'll Do:

• Work with sales, consulting, and support teams to design new AI-based tools and automation to optimize efficiency.
• Manage a team of 2+ Product managers
• Own the overall strategy and roadmap for Ava, consultant tools, crisis management and operations automation.
• Set the product standard for personalized, proactive service across Ava and consultant-led support.
• Expand the customer needs Ava can resolve while preserving quality and knowing when a consultant should step in.
• Partner across Travel, Expense, engineering, design, data, and operations to embed Ava throughout the customer journey and make consultant handoffs seamless.
• Give consultants the customer history, preferences, and conversation context they need to resolve issues quickly and personalize every interaction.
• Measure customer satisfaction, resolution, personalization, handoff quality, productivity, accuracy, cost, and reliability. Use customer and consultant feedback to improve results.

What We're Looking For:

• Experience: 10+ years in product management, with experience leading teams and customer-facing products at scale. A background in AI, customer service, travel, expense, marketplaces, or enterprise software is preferred.
• Customer-Facing AI: Has built chatbots, assistants, or automation used directly by customers, with strong judgment about personalization and when a human should step in.
• Product Judgment: Turns complex systems and customer context into simple, personal, and trustworthy experiences.
• Operational Problem-Solving: Turns customer and consultant pain points into scalable products, tools, and processes.
• Customer Focus: Learns directly from customers and consultants and turns those insights into experiences that feel personal, proactive, and effortless.
• Analytical and Technical Skills: Uses data, feedback, and testing to make decisions and partners effectively with engineering on integrations, performance, and reliability.
• Communication: Aligns cross-functional teams, frontline stakeholders, and executives around a clear direction.
• Leadership: Makes clear decisions and balances customer value, quality, risk, and cost.
• P&L Ownership: Accountable for service offering P&L

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.

Please refer to our Candidate Privacy Notice for more information about our processing of personal data, and your rights.

About Navan

Navan (Nasdaq: NAVN) is the global AI-powered business travel and expense platform that makes travel easy for frequent travelers. From finding flights and hotels, to automating expense reconciliation, with 24/7 support along the way, Navan delivers an intuitive experience travelers love and finance teams rely on. See how Navan customers benefit and learn more at navan.com.

Culture of Excellence

Our team is our competitive edge — a high-performance group of smart, driven people committed to winning together. This dedication to excellence is why we’ve been recognized as a Best Place to Work by Built In (2023–2026), a G2 Best Global Software Company (2025–2026), Forbes Cloud 100 (2022–2025), and CNBC Disruptor 50 (2022–2025). At Navan, we provide an environment where top talent excels, offering the autonomy and fast-paced trajectory needed to build a defining career and do the best work of your life.

Our Benefits

Navan offers a comprehensive benefits program designed to support your well-being, financial security, and life outside of work. Our benefits, thoughtfully tailored by country to meet local needs, include healthcare coverage, insurance offerings, and wellness resources for you and your family.

We support long-term financial growth through retirement savings programs and opportunities to participate in our equity plans, so you can share in Navan’s success. To promote balance, we offer flexible time off, country-specific holidays, and paid parental leave for all new parents. Additional benefits include connectivity and commuting support*, mental health resources, and exclusive travel-related perks. Wherever you’re based, our benefits evolve with you.

Workplace Policy

Navan believes in the value of in-person connections, whether that’s sitting down to have lunch with one another, taking a walking 1:1, or collaborating in a room together. The connections forged through face-to-face interactions improve company culture and drive business results. Navan invests in global office spaces — in the U.S., Europe, and Asia, among others — that feel welcoming. In-office perks such as company-provided lunches and happy hours create a strong team environment to help you do your best work. Our employees work from the office four days a week. Please expect this policy for all roles that are tied to an office.

Equal Opportunity

Navan is an equal opportunity employer. We make all employment decisions based solely on merit. We provide equal employment opportunity to all applicants and employees without discrimination on the bases of race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We prohibit any such discrimination or harassment. This policy applies to all terms and conditions of employment, including hiring.

Accommodations

Navan complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law. Navan will reasonably accommodate qualified individuals with a disability in connection with applications for employment as required by law.

Candidate Privacy Notice and Use of AI

As part of the recruitment process, certain personal data may be processed using automated tools, including tools that use AI. For details on how Navan collects and uses your personal data, please review Navan's Candidate Privacy Notice here.

Job Search Best Practices

*Applies to select locations.