About this role
Change the way the world travels
Join the GetYourGuide journey to connect people with unforgettable travel experiences around the world. Millions look to us for unique activities they can trust, and it’s all powered by our commitment to make every single journey extraordinary - including yours.
Ready to unlock your potential with a community of fellow explorers? Find your next role at our Berlin HQ or one of our local offices around the globe, from New York to Bangkok. Head to getyourguide.careers to take the first step.
Team mission
The Care Operations team at GetYourGuide sits at the heart of delivering exceptional experiences for our customers, suppliers, and partners. Through a relentless focus on quality, efficiency, and continuous improvement, the team drives the operational standards that underpin GetYourGuide's ability to scale world-class customer service. We work cross-functionally across the business to ensure that every touchpoint in the customer journey is supported by robust processes, accurate knowledge, and a culture of excellence.
Within Care Operations, the Process Improvement, Quality Assurance and Learning Excellence team owns the systems, knowledge, and workflows that enable our teams to operate at their best. As GetYourGuide transitions to AI-powered customer service, this team is at the forefront of a critical transformation — evolving our knowledge base architecture to serve both human agents and AI systems, and ensuring that the processes underpinning our operations are fit for the future.
Your mission
As Knowledge and Process Manager, you'll be the point of contact for process, communication and product changes within the Care department, and the advocate for the stakeholder, whether that's a customer, supplier or partner, across the end-to-end journey. You'll work across Care and with other GetYourGuide teams to define business needs, translate them into process requirements, flows and quality standards, and build the data and reporting systems that give everyone visibility into how things are going.
• Identify, plan and implement key projects that improve quality and efficiency, increase productivity, reduce cycle time and cut costs, driving measurable improvement in the business and in customer satisfaction
• Provide regular project status updates, feedback and reporting against your key responsibilities and objectives
• Consult with teams across the department to identify, diagnose and problem-solve in order to optimise Care operations
• Drive process improvement projects based on KPIs and on changes taking place elsewhere in GetYourGuide
• Build awareness with internal and external stakeholders of how their work impacts the customer's process and experience
• Bring an AI and data mindset to how you diagnose problems and design solutions, using AI tools to work faster and surface insight that would otherwise take longer to find
Your toolkit
• Proven experience leading a team of speciali