What are the responsibilities and job description for the Senior Manager, Customer Experience Technology position at Navan?
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:
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.
- 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.