Navan Edge Support Program Manager

We are looking for a hands-on Support Program Manager to lead the operational support model behind Navan Edge’s hybrid AI + human assistant experience.

This role will manage the dedicated Edge support operation across concierge workflows, AI escalation handling, lifecycle orchestration, booking validation, and proactive traveler support. The ideal candidate combines strong operational rigor with customer obsession and the ability to build scalable service workflows for an AI-native product.

What You'll Do

Lead the dedicated Navan Edge support operation and agent workflows

Define and maintain service standards, SLAs, and escalation logic

Manage AI-to-human support orchestration and concierge handoffs

Oversee booking validation, offline operational tasks, and QA routines

Coordinate lifecycle messaging and proactive traveler workflows

Monitor support KPIs, operational health, and customer experience quality

Partner closely with Product, Engineering, Operations, and AI teams

Drive enablement, process improvements, and Edge-specific tooling needs

Ensure consistent Edge tone, personalization, and service quality across all traveler interactions

Support operational readiness for new product launches and Lines of Business expansion

What We're Looking For

5+ years experience in support operations, program management, concierge operations, or customer experience

Strong operational execution and process management capabilities

Experience working cross-functionally with Product and Engineering teams

Ability to operate in fast-moving, ambiguous environments

Customer-obsessed mindset with high quality standards

Experience with AI-assisted workflows, travel operations, or premium customer support is a strong advantage

Success Metrics

SLA and response time performance

Customer satisfaction and NPS

QA and booking accuracy

Escalation resolution efficiency

Operational scalability and readiness

Consistency of Edge support experience