Senior Manager, Customer Experience Technology

Join Navan's innovative Business Technology team as the Senior Manager of Contact Center Platforms . In this role, you will be the driving force behind the development and deployment of cutting-edge technologies that revolutionize how we engage with our customers. You will lead a high-performing technical team, translating business requirements into scalable solutions that enhance user experience, improve efficiency, and drive revenue growth.

Navan offers a fast-paced environment where you can get your hands dirty with complex architecture while mentoring a team of experts. If you have a deep understanding of the contact center ecosystem, a proven track record of shipping complex projects, and a passion for modernizing CX stacks, you'll fit right in.

What You'll Do:

As the Senior Manager of Contact Center Platforms, you will own the technical roadmap and day-to-day operations of our CX stack. Your primary responsibilities include:

• Team Leadership: Lead and mentor a technical team of engineers and analysts, overseeing staffing, performance management, and professional growth.
• Execution & Delivery: Drive the development, implementation, and maintenance of scalable, secure contact center platforms (ACD, IVR, Routing).
• Strategic Partnership: Collaborate closely with CX business leaders to align technical roadmaps with operational goals and customer needs.
• Vendor Management: Act as the primary technical point of contact for third-party vendors, ensuring our stack (AWS Connect, Genesys, etc.) is optimized and cost-effective.
• Governance & Security: Ensure all platforms remain compliant with global regulatory requirements, including GDPR and SOX.
• Optimization: Use data analytics to identify friction points in the customer journey and implement automated or technical solutions to resolve them.
• Resiliency: Maintain robust disaster recovery and business continuity plans to ensure zero downtime for our global support teams.

What We're Looking For:

• Experience: 7+ years of experience in Business Technology or IT, with at least 3+ years in a leadership/management capacity specifically focused on contact center tech.
• Technical Depth: Deep expertise in modern contact center suites (e.g., AWS Connect, Genesys Cloud, or Five9) and their integration with CRMs like Salesforce .
• Domain Knowledge: Strong understanding of IVR logic, complex routing, Workforce Management (WFM), and Quality Management (QM) tools.
• Methodology: Proficiency in Agile and DevOps workflows; you know how to manage a sprint and maintain a clean deployment pipeline.
• Analytical Mindset: Ability to leverage tools like Tableau, Looker, or Snowflake to track platform performance and ROI.
• Communication: Exceptional ability to bridge the gap between "technical speak" and "business impact" for stakeholders and executives.
• Project Management: Proven ability to manage multiple high-priority workstreams simultaneously in a high-growth, "ship-fast" environment.

The posted pay range represents the anticipated low and high end of the compensation for this position and is subject to change based on business need. To determine a successful candidate's starting pay, we carefully consider a variety of factors, including primary work location, an evaluation of the candidate's skills and experience, market demands, and internal parity.

For roles with on-target-earnings (OTE), the pay range includes both base salary and target incentive compensation. Target incentive compensation for some roles may include a ramping draw period. Compensation is higher for those who exceed targets. Candidates may receive more information from the recruiter.

Pay Range

$148,425-$329,900 USD