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GetYourGuide is seeking a Knowledge & Process Manager to join the Care Operations team in Berlin. This role sits at the intersection of process improvement, knowledge management, and operational excellence, with a focus on supporting the company's transition to AI-powered customer service.
You will serve as the central point of contact for process, communication, and product changes within the Care department, advocating for customers, suppliers, and partners across their end-to-end journeys. Your responsibilities include identifying and implementing key projects that improve quality and efficiency, reduce cycle time, and cut costs while driving measurable improvements in business outcomes and customer satisfaction.
Key responsibilities:
- Lead process improvement initiatives based on KPIs and organizational changes, with measurable impact on quality, efficiency, productivity, and cost
- Consult with cross-functional teams to diagnose and solve operational challenges, optimizing Care operations
- Develop and maintain process requirements, flows, and quality standards in collaboration with stakeholders
- Build data and reporting systems that provide visibility into operational performance
- Design and implement change management programs across complex, cross-functional stakeholder landscapes
- Manage knowledge base strategy, including governance models, content standards, and maintenance cadences (ideally Zendesk or Salesforce experience)
- Leverage AI tools and data-driven insights to diagnose problems and design solutions
- Build stakeholder awareness of how work impacts customer experience
Required experience:
- 3+ years leading a team of specialists in knowledge management, process improvement, or customer care operations
- Proven track record of setting direction, developing people, and delivering results through others
- Direct ownership of knowledge base strategy and governance
- Experience designing and implementing change management across complex stakeholder landscapes
- Strong analytical, problem-solving, and critical thinking skills
- Comfort using AI tools as part of daily work
- Fluent English
Preferred background:
- Customer care operations experience
- High-performing, fast-paced organizational environment
- Operations or logistics-heavy industry experience
- Diagonal or lateral career growth across functions
