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 voice and digital channels; explain assumptions, risks, and forecast variance, and translate demand into productive staffing and hiring needs.
Create schedules and staffing strategies that balance service goals, productivity, cost, employee experience, skills, time zones, and business priorities.
Partner with the intraday management team to understand real-time trends in volumes, handle times, staffing, adherence, service levels, and backlog; use those insights to inform workforce plans and escalate issues that may require crisis response.

Routing, CCaaS & Contact-Center Technology

Bring a strong working understanding of contact routing and CCaaS platforms, including how queue design, skills, priorities, routing rules, channel mix, and self-service affect workload, service, and staffing.
Partner with platform administrators, Operations, and Product/Engineering to evaluate routing or configuration changes, translate operational needs into requirements, support testing and launch readiness, and measure results.
Connect routing and WFM decisions: identify when demand, skill coverage, queue performance, or agent availability points to a routing, process, or staffing issue.
Help shape the WFM and contact-center technology roadmap, improving how data, forecasting, automation, and real-time signals support decisions. Experience with Genesys Cloud is useful; comparable CCaaS and WFM platforms are welcome.

Crisis Readiness & Response

Lead and develop the crisis management team responsible for coordinating WFM response to travel disruptions, major weather events, outages, demand spikes, and other incidents that can rapidly change contact patterns or staffing availability.
Set the crisis management team’s operating model, responsibilities, coverage, escalation paths, and communication routines; maintain practical response playbooks and scenario plans with Operations and cross-functional partners.
During an event, lead the crisis management team in building a clear operating picture: assess demand and capacity, surface risks early, coordinate response options and cross-functional actions, and adjust the response as conditions change.
Lead post-event reviews with the crisis management team and partners to identify what worked, what did not, and which forecasting, routing, staffing, or process improvements should follow.

Project Leadership & Continuous Improvement

Lead cross-functional projects from problem definition through requirements, milestones, risks, stakeholder alignment, implementation, and outcome measurement.