Operations Analyst - GDS Back Office
Navan
As an Analyst, you are responsible for protecting the company’s revenue by managing the end-to-end lifecycle of Agency Debit Memos (ADMs) and Credit Memos (ACMs). You will investigate ticketing discrepancies, dispute invalid airline charges, and ensure that our financial records align with global settlement systems.
We are looking for someone who understands why it happened, find the root cause, and build a case to win the money back.
What You'll Do:
1. Dispute Investigation & Resolution
- Investigate & Resolve: Analyze the validity of airline debit memos (ADMs) and credit memos (ACMs) using ARC Memo Manager and IATA BSPLink.
- GDS Deep-Dives: Research PNR history (native GDS/NDC channels) to verify fare rules, taxes, and booking procedures to dispute incorrect charges within strict industry deadlines.
- Identify Trends: Look beyond individual cases to find patterns; is it a specific agent error, a system glitch, or an airline policy change? You will proactively report these to the management to help stop future losses.
- Collaborate & Negotiate: Work with GDS/NDC partners, airlines desk and internal commercial teams to negotiate settlements and resolve long-standing disputes.
2. Financial Reconciliation & Reporting
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Reconciliation Accuracy: Reconcile open debit and credit memos against the BSP/ARC Hot files to ensure Accounts Receivable (AR) accuracy.
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Performance Tracking: Maintain dashboards on recovery rates, net loss, and "cost-to-resolve" metrics.
3. Process Improvement
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Workflow Automation: Utilize tools like Jira and Salesforce to track the status of disputes and suggest enhancements to internal back-office software.
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Compliance: Ensure all processes adhere to IATA Resolution 850m and local ARC/BSP regulations.
What We’re Looking For:
Experience: 2-3 years in travel operations (ticketing focus) with hands-on ARC/BSP experience.
GDS/NDC Expert: Highly proficient in Sabre or Amadeus and good understanding of NDC channels. You are proficient in reading PNR history and understand the full lifecycle of a ticket from booking to settlement.
Investigative Instinct: You don’t just see a charge; you have a natural curiosity to find the "why" behind the error.
Technical Knowledge: Deep understanding of airline rules, including exchanges, refunds, and schedule changes.
Analytical & Proactive: Ability to interpret data, identify trends, and suggest actionable strategies to prevent future losses.
Organized: Able to manage a high volume of cases and meet strict industry deadlines in a fast-paced environment.
Communicator: Excellent written and verbal skills—you can simplify complex ticketing issues for any audience.
About Navan
Navan (Nasdaq: NAVN) is the leading all-in-one business travel, payments, and expense management platform that makes travel easy for frequent travelers. From finding flights and hotels to automating expense reconciliation, with 24/7 support along the way, Navan delivers an intuitive experience travelers love and finance teams rely on. See how Navan customers benefit and learn more at navan.com.
Culture of Excellence
Our team is our competitive edge — a high-performance group of smart, driven people committed to winning together. This dedication to excellence is why we’ve been recognized as a Best Place to Work by Built In (2023–2026), a G2 Best Global Software Company (2025-2026), a CNBC Disruptor 50 (2022-2025), and a Forbes Fintech 50 (2022-2025). At Navan, we provide an environment where top talent excels, offering the autonomy and fast-paced trajectory needed to build a defining career and do the best work of your life.
Our Benefits
Navan offers a comprehensive benefits program designed to support your well-being, financial security, and life outside of work. Our benefits, thoughtfully tailored by country to meet local needs, include healthcare coverage, insurance offerings, and wellness resources for you and your family.
We support long-term financial growth through retirement savings programs and opportunities to participate in our equity plans, so you can share in Navan’s success. To promote balance, we offer flexible time off, country-specific holidays, and paid parental leave for all new parents. Additional benefits include connectivity and commuting support, mental health resources, and exclusive travel-related perks. Wherever you’re based, our benefits evolve with you.
Workplace Policy
Navan believes in the value of in-person connections, whether that’s sitting down to have lunch with one another, taking a walking 1:1, or collaborating in a room together. The connections forged through face-to-face interactions improve company culture and drive business results. Navan invests in global office spaces — in the U.S., Europe, and Asia, among others — that feel welcoming. In-office perks such as company-provided lunches and happy hours create a strong team environment to help you do your best work. Our employees work from the office four days a week. Please expect this policy for all roles that are tied to an office.
Equal Opportunity
Navan is an equal opportunity employer. We make all employment decisions based solely on merit. We provide equal employment opportunity to all applicants and employees without discrimination on the bases of race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We prohibit any such discrimination or harassment. This policy applies to all terms and conditions of employment, including hiring.
Accommodations
Navan complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law. Navan will reasonably accommodate qualified individuals with a disability in connection with applications for employment as required by law.
If you need any assistance or accommodations due to a disability, you are welcome to email us at [email protected].
Candidate Privacy Notice
Please review Navan's Candidate Privacy Notice here.
Job Search Best Practices
We have been made aware of recruitment scams involving fraudulent attempts to lure job seekers into sending money or personal information in return for fake job offers or coerce them into purchasing equipment by electronic funds transfer (Zelle, Venmo, etc.) Legitimate Navan recruiters will never ask for money in any recruitment or onboarding activities. All available job openings at Navan will be posted on Navan’s website and all Navan recruiters will be reachable through an email address ending in “@navan.com” or “@navan.tech” or "@talent.navan.com".