Senior Process Improvement Manager

About GetYourGuide

GetYourGuide is the globally leading marketplace for unforgettable travel experiences. Travelers use GetYourGuide to discover the best things to do in a destination. Since its founding in 2009, people from all over the world have booked more than 200 million tours, activities, and attraction tickets through GetYourGuide. Powered by a global team of over 800 travel experts and technologists, we are headquartered in Berlin and have 15 local offices around the world. Visit our careers website to learn more.

Team mission

The mission is to be the customer advocate throughout the end-to-end customer journey.  We establish and improve experience standards throughout the end-to-end journey by using an insight base and data driven approach. We are uniquely positioned as the bridge between Customer Service and other departments and through customer insights we influence product roadmaps, customer service efforts, and optimize the customer experience globally.  

GetYourGuide is the place to book the best experiences in destinations across the globe. We are now searching for a Senior Process improvement, Training and Quality Assurance Manager . This is a full-time time role at our Berlin office. 

The Senior Process improvement, Training and Quality Assurance Manager plays a crucial role in leading initiatives to improve customer and supply partner  satisfaction, and increase operational efficiency. This role will drive impactful change across the Care ecosystem, working collaboratively with cross-functional teams.  Reporting to Global Head of Care, this position requires strategic thinking, project management skills, and a continuous improvement mindset to shape the future of Care operations and strategy at GetYourGuide. 

Responsibilities:

Team leadership
 

• Manage a team of process improvement specialists, fostering a high-performance, collaborative, and growth-oriented culture.
• Set clear objectives and performance goals for team members, ensuring alignment with department and company priorities.
• Provide coaching and development opportunities for team members, promoting continuous learning and skill-building 
  Process Optimization, Training, and Quality Management:
• Lead initiatives to design, implement and enhance core Care processes for our customers and supply partners, ensuring alignment with company efficiency goals and customer satisfaction metrics.
• Develop and implement a long-term training strategy for internal and external (BPO) Care teams, designing a tailored curriculum for various roles to ensure continuous learning and development.
• Develop and manage a solid quality management framework to ensure consistent service quality, high performance standards, and compliance with internal and external requirements.

Analysis and KPI ownership

• Develop and monitor key performance indicators (KPIs) to assess the success of process, training and quality performance 
  Cross functional collaboration
• Engage with internal partners across Care, external providers,  and other teams at GetYourGuide to ensure alignment and support for process, training and QA initiatives.
• Build briges that enable the two way flow of information and impact opportunity. Influence partner roadmaps.
• Act as a change agent within the organization, promoting best practices and process standardization across teams.

Your Profile 

•  7+ years of experience in process improvement, operations management, or a related field, including at least 3 years managing teams. Preference for experience specificaly in customer care or contact center setting
• Preferred Certifications: Lean Six Sigma (Green Belt or Black Belt), PMP
• A passionate and customer-oriented mind-set and drive to deliver on customer experience excellence
• Ability to monitor and analyze data and use this to inform and guide your decisions
• Experience with CRM tools like Salesforce or Zendesk as well as learning management systems
• Strong communication skills ( written and verbal) and ability to interact professionally and efficiently with internal and external partners
• Excitement to lead in a fast moving, contantly changeing , high growth environment. Ability to navigate an environment of ambiguity, create structure, and drive results. 
• Visa support will be provided if necessary.
• This position comes with relocation support if necessary.
• You must have an eligible work permit to be considered for this position. 

How we set you up for success:

• Invest in your development with an annual personal growth budget
• Enjoy flexibility with a hybrid work-from-home and telecommuting policy
• Save on transportation costs with discounted public transportation tickets
• Support your loved ones with generous maternity and paternity leave policies

And more...

We look forward to hearing from you

Unlock your full potential and join our mission to create unforgettable experiences for millions around the world. If you have the skills and passion for joining our team, we invite you to apply by submitting your CV/resume in English through the form below. Check out how we hire for tips and visibility into our process and check out life at GetYourGuide. If you have any further questions, please do not hesitate to contact us via jobs@getyourguide.com.

We are an equal-opportunity employer

Our commitment is that every qualified person will be evaluated according to skills regardless of age, gender identity, ethnicity, sexual orientation, disability status, or religion. Please refrain from including your picture and age with the application. 

Important notice: Protect yourself from recruitment scams

We want to ensure your safety during the application process. Please be aware of potential scammers impersonating GetYourGuide recruiters. Remember, GetYourGuide never requests payment or sensitive personal information during recruitment. All official job opportunities are exclusively posted on our Careers page. If you suspect fraudulent activity, report it to jobs@getyourguide.com. Stay vigilant and protect yourself from recruitment scams.

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