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