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.
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.