Senior Manager, Customer Experience Technology

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About this role

Senior Manager, Customer Experience Technology Palo Alto, CA 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

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