Head of Care Operational Excellence

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 150 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 17 local offices around the world. Visit our careers website to learn more.

About the role:

GetYourGuide is looking for a Head of Operational Excellence ( Care) to work in our Berlin office and report to our Director of International Care.

As an experienced and entrepreneurial leader you provide vision for a talented team.  You will also be responsible for the development and strategy of your functional area and the broader department as a member of the Care leadership team.  You will own GetYourGuide’s relationship with BPO site(s) ( 6+ across Europe and APAC), performance management and service delivery across multiple channels (phone, email, live-chat, social and back office). Efficiently scaling outsourced operations while innovating with new step change technologies will be critical to provide great 24/7/365 service to Care’s stakeholders (Customers, Suppliers, and Partners).

You will:

• Coach, mentor, and develop managers and individual contributors.
• Foster a team culture in line with GetYourGuide Guiding Principles and coach your team to define, prioritize, and deliver effective results
• Establish & communicate clear goals, objectives, and performance metrics/standards across the team
• Lead through partnership and collaboration in leveraging resources to improve training, quality and performance management
• Engage on long-term strategic vendor priorities to increase agent availability, scaling and productivity, manage the vendor portfolio accordingly
• Lead initiatives to integrate AI and other technological advancements into operations processes to enhance productivity and service quality.
• Stay abreast of industry trends and emerging technologies, leveraging them to maintain a competitive edgeDevelop and design  successful scalable processes with BPOs or third party vendors
• Ownership of planning, forecasting and budget management for BPO operations
• Drive operational excellence (quality and efficiency metrics) across our BPO network and partner with GetYourGuide teams to positively impact the delivery of our operations
• Manage and effectively negotiate contracts with vendors
• Act as a point of escalation for vendor/ partner issues and work to resolve them promptly and effectively.

Who you are

• 7+ years (10+ preferred) experience in operations with 5+ years experience building and leading teams
• Experience managing vendors, vendor contracts and vendor performance, preferred experience managing BPO relationships (though not required)
• Experienced people manager with the passion for leading and growing an ambitious team
• Track record of managing cross-functional projects powered by data-driven insights
• Proven experience with operations KPIs, driving change and continuous improvement
• Curiosity in the areas of AI and technological innovations in operational efficiency; preferred experience in leading AI or technical innovation projects/ transformations
• Analytical ability to use analysis with leadership skills to quantify and contextualize problems and drive solutions
• Available to travel  (2 wks/ quarter)
• Excellent interpersonal and communication skills with high capacity to collaborate with internal teams as well as external partners to deliver against a clear strategy
• Pragmatic, positive mindset with the drive to make things happen
• Excellent written and verbal communication skills 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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