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About the Role

GetYourGuide is transforming its customer care operations by moving from traditional human-led support to an LLM-powered model. The Care Experience & Strategy team is central to this change, owning the forecasting, analytics, and strategic planning required for this AI-first evolution. This role is a build role, focused on rebuilding how a world-class support organization operates in an AI-first world.

Responsibilities

• Lead the end-to-end transformation of our forecasting capability, replacing manual Google Sheets-based models with an AI-driven solution that improves both speed and accuracy.
• Build and mature forecasting models for emerging lines of business, ensuring our planning capability scales alongside GetYourGuide's growth.
• Develop a scenario modelling capability that enables Care leadership to stress-test assumptions, model trade-offs, and make faster, more confident operational decisions.
• Lead, coach, and develop a team of three WFM specialists — setting clear goals, giving regular feedback, and creating an environment where the team can do their best work.
• Drive AI adoption within your team — identifying new use cases, building workflows and automations, and helping your team develop their own AI capabilities.
• Partner closely with Care Operations, Finance, and Technology stakeholders to ensure forecasting outputs are understood, trusted, and acted upon.
• Define and own the metrics that measure forecast quality, model performance, and planning effectiveness — using data to continuously improve.
• Strengthen the continuous feedback loop between Realtime Management insights and future forecasts, driving continuous improvement of our forecasting accuracy.

Requirements

• 5+ years of professional experience, with at least 3 in workforce management, operations analytics, or a related planning function, ideally within a customer care, support, or contact centre environment.
• Proven track record of building or significantly improving forecasting models, with a strong grasp of forecasting methodologies and their practical trade-offs.
• Demonstrated experience applying automation and AI tools to improve the quality and efficiency of your work — you can share concrete examples of workflows or automations you've built and the impact they had.
• Strong analytical skills — comfortable working with large datasets, building models, and translating complex outputs into clear operational recommendations.
• Experience leading a small team of specialists, with the ability to set direction, develop people, and maintain high standards.
• Excellent stakeholder communication skills — you can translate technical forecasting concepts into language that resonates with operational and senior leadership audiences.
• A bias for action and continuous improvement — you don't wait to be told something is broken before fixing it.

Skills

• Workforce management
• Operations analytics
• Forecasting methodologies
• Automation tools
• AI tools
• Data modeling
• Stakeholder communication
• Continuous improvement
• WFM platforms (e.g. Verint, NICE, Assembled, or similar)
• Python
• SQL
• Scenario planning
• Capacity modeling

Location

• Berlin HQ
• New York
• Bangkok

Work Type

• Hybrid working approach with three days of in office collaboration (Mon, Tue, Thur) and two days of optional at home focus time.
• Work from anywhere in the world for 30 days per year

Experience Level

• 5+ years of professional experience
• 3+ years in workforce management, operations analytics, or a related planning function

Benefits

• Annual personal growth budget and mentorship programs for continuous learning and development
• Work from anywhere in the world for 30 days per year
• A hybrid working approach with three days of in office collaboration (Mon, Tue, Thur) and two days of optional at home focus time.
• Opportunities to collaborate and socialize with team members through quarterly team events and yearly company-wide events
• Monthly transportation and fitness budget
• Discounts for you, your friends, and family on GetYourGuide activities
• Language reimbursement program
• Health and wellness benefits

About the Company

• 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.

Equal Opportunity

• We’re an equal opportunities employer
• Our commitment is that every qualified person will be evaluated according to their skills regardless of age, gender identity, ethnicity, sexual orientation, disability status, or religion.
• Please refrain from including your picture and age with your application.