B2B 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.

We are looking for an enthusiastic and experienced Process Improvement Manager to join our Process Improvement, Quality Assurance and Learning Excellence team within Care. This role will focus on enhancing business efficiency by analyzing current practices, identifying improvement opportunities, leveraging analytics, and tailoring solutions to our stakeholder-specific requirements, while ensuring effective implementation for optimized workflows.

Our goal is to serve as the stakeholder (customer, supplier, partner) advocate throughout the end-to-end journey.

You will be a point of contact for process, communication and product changes within the Care Department. You will work within Care and other GetYourGuide teams to define business needs, translate them into process requirements, flows, and quality standards, and create data management systems to provide feedback, metrics, and visibility.

This role will report to the Senior Manager and is Berlin-based.  

Responsibilities

• Identify, plan, and implement key projects to improve quality and efficiency, increase productivity, improve cycle time and reduce costs,  resulting in significant business improvement and customer satisfaction.
• Provide regular project status updates, feedback, and appropriate reporting on key responsibilities and objectives. 
• Consult with teams across the department to identify, diagnose, and problem-solve to optimize Care operations.  
• Drive process improvement projects based on KPIs and changes undertaken by other teams within GetYourGuide  
• Create awareness with internal and external stakeholders in understanding their impact on customer process and customer experience 

Requirements 

• 2+ years of experience in process optimization
• A customer-focused mindset and drive to deliver service excellence
• Change management or Lean Six Sigma
• Strong communication skills and ability to interact professionally and efficiently 
• Strong organizational skills and superior attention to detail 
• Excellent problem-solving, critical thinking and analytical skills. 
• Experience with tools like Zendesk as well as Learning Management Systems
• A high level of proficiency with Google Drive/Office Suite is desirable
• Fluent in English

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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