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GetYourGuide is seeking a Learning Excellence Manager to lead the strategic evolution of learning and capability development within their Care organization (customer service, quality assurance, and process improvement). You will report to the Senior Manager of Care and lead a team of five Learning Specialists.
The role is pivotal as GetYourGuide's Care function undergoes transformation driven by AI adoption. As automation handles routine contact work, the remaining human-handled interactions become more complex, requiring a fundamental rethink of how learning is segmented, prioritized, and delivered across both in-house teams and distributed BPO (Business Process Outsourcing) partners.
Key responsibilities include:
- Define and own the learning strategy for Care, including demand segmentation, prioritization, and delivery models across in-house and BPO operations
- Lead, coach, and develop a team of five Learning Specialists, setting direction and quality standards
- Build and maintain the data foundation for learning using training and operational KPIs (CSAT, QA scores, time-to-proficiency, error rates) to diagnose gaps and prove impact
- Partner with Quality Assurance and Knowledge & Process teams to connect quality insights with learning design
- Manage the learning relationship with BPO partners, setting standards and auditing delivery
- Redesign learning for an AI-supported operation, rethinking what agents need to learn as automation changes the work mix
- Apply AI and data-driven approaches to your own work, using AI tools for analysis and iteration
Required qualifications: 5+ years in L&D or operational capability roles with demonstrated ownership of learning strategy (not just delivery); experience leading learning/training professionals; strong data orientation and comfort with KPIs; experience with BPO/outsourced operations; systems-thinking approach to learning (segmentation, frameworks, delivery models); daily comfort with AI tools; strong stakeholder management skills; fluent English.
Preferred: customer service, marketplace, or high-volume operations background; instructional design or LMS/e-learning experience; experience leading learning through automation or major operating-model transitions.
The role is based in Berlin with hybrid working (3 days in-office: Mon, Tue, Thu; 2 days optional remote). Benefits include annual learning budget, mentorship programs, 30 days annual work-from-anywhere flexibility, quarterly team events, monthly transportation/fitness budget, GetYourGuide activity discounts, language reimbursement, and health/wellness benefits.
