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About the Role
The Care Operations team at GetYourGuide is responsible for delivering exceptional experiences to customers, suppliers, and partners. This team drives operational standards for world-class customer service through a focus on quality, efficiency, and continuous improvement. The Process Improvement, Quality Assurance and Learning Excellence team within Care Operations manages the systems, knowledge, and workflows that empower operational teams. This team is leading a critical transformation to evolve our knowledge base architecture for both human agents and AI systems, ensuring future-ready operational processes as GetYourGuide transitions to AI-powered customer service.
Responsibilities
- 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
Requirements
- Proven experience leading a team of specialists in a knowledge management, process improvement, or customer care operations function (3+ years), with a track record of setting direction, developing people, and delivering results through others
- A customer-focused mindset and genuine drive to deliver service excellence
- Comfort using AI tools as part of your day-to-day work, from self-serve analysis to generating outputs independently, and an interest in applying that thinking to Care's process design
- Direct ownership of a knowledge base strategy, including governance models, content standards, ownership frameworks, and maintenance cadences, ideally in Zendesk , Salesforce, or a comparable helpdesk environment
- Demonstrated experience designing and implementing change management programmes across complex, cross-functional stakeholder landscapes, including teams outside your direct reporting line
- Strong organisational skills and a sharp eye for detail
- Excellent problem-solving, critical thinking and analytical skills
- Fluent English
Skills
- Knowledge Management
- Process Improvement
- Customer Care Operations
- AI tools
- Data mindset
- Change management
- Organisational skills
- Problem-solving
- Critical thinking
- Analytical skills
Location
- Berlin HQ
- New York
- Bangkok
Work Type
- Hybrid
- Work from anywhere in the world for 30 days per year
Experience Level
- 3+ years
Benefits
- Annual personal growth budget and mentorship programs
- Work from anywhere in the world for 30 days per year
- Hybrid working approach with three days of in office collaboration 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
- 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.