Senior Manager, Strategy & Innovation

Navan is the all-in-one super app that makes travel and expense easy so you can focus on being there, not getting there. The Resource Orchestration Center (ROC) is the proactive, AI-powered command center supporting our global travel operation. The team partners across Operations, Product, and technology to anticipate demand, balance capacity, and help deliver a best-in-class experience for travelers and agents. As Senior Manager, Resource Orchestration (WFM), you will lead the workforce management practices that keep a complex, global, multi-channel contact center staffed and responsive. This is a hands-on WFM leadership role for a generalist who understands how the full system fits together—from demand signals and forecasting through schedules, intraday decisions, contact routing, and customer outcomes. You will lead and develop WFM professionals while partnering with Operations, Analytics, Product, and Technology. You will use data and operational context to anticipate what is changing, explain the impact, and turn it into practical action. The strongest candidate is naturally curious, keeps learning, asks what is driving contact-center performance, and enjoys finding solutions when the answer is not obvious. What You’ll Do: End-to-End Workforce Management Own and continuously improve the WFM operating rhythm across demand forecasting, workload and capacity planning, staffing and hiring inputs, scheduling, and crisis management. Build short- and long-range forecasts across