Knowledge & Process Manager

GetYourGuide; United States; Hybrid; USD 95,000 - 135,000; Full time

Benefits offered by this job

Annual personal growth budget

Hybrid work model

Work from anywhere 30 days/year

Monthly transportation and fitness预算

Language reimbursement program

Health and wellness benefits

Job summary

GetYourGuide is seeking a Knowledge and Process Manager to lead care operations transformations. You will define process requirements, build data and reporting systems, and collaborate across teams to improve customer journeys.

As AI powers our service, you will implement governance, quality standards, and governance models for knowledge bases while driving cross-functional improvements that enhance efficiency and customer satisfaction.

Qualifications

• 3+ years leading a knowledge management, process improvement, or customer care ops team
• Customer-focused mindset with service-excellence drive
• Comfort using AI tools in day-to-day work and applying to Care's process design
• Ownership of knowledge base strategy including governance, content standards and maintenance cadences (Zendesk/Salesforce or equivalent)
• Experience designing and implementing change management across cross-functional stakeholders
• Strong organisational skills and attention to detail
• Excellent problem-solving, critical thinking and analytical skills
• Fluent English

Responsibilities

• Identify, plan and implement key projects that improve quality and efficiency, increase productivity, reduce cycle time and cut costs, driving measurable improvement in the business and in customer satisfaction
• Provide regular project status updates, feedback and reporting against your responsibilities and objectives
• Consult with teams across the department to diagnose and solve to optimise Care operations
• Drive process improvement projects based on KPIs and changes across GetYourGuide
• Build awareness with internal and external stakeholders of how their work impacts the customer’s process and experience
• Bring an AI and data mindset to diagnose problems and design solutions, using AI tools to surface insight quickly

Skills

Team leadership

Customer focus

AI tooling

Knowledge management

Change management

Organisational skills

Analytical thinking

English fluency

Tools

Zendesk

Salesforce

Job description

Change the way the world travels

Join the GetYourGuide journey to connect people with unforgettable travel experiences around the world. Millions look to us for unique activities they can trust, and it’s all powered by our commitment to make every single journey extraordinary - including yours.

Ready to unlock your potential with a community of fellow explorers? Find your next role at our Berlin HQ or one of our local offices around the globe, from New York to Bangkok. Head to getyourguide.careers to take the first step.

Team mission

The Care Operations team at GetYourGuide sits at the heart of delivering exceptional experiences for our customers, suppliers, and partners. Through a relentless focus on quality, efficiency, and continuous improvement, the team drives the operational standards that underpin GetYourGuide's ability to scale world-class customer service. We work cross-functionally across the business to ensure that every touchpoint in the customer journey is supported by robust processes, accurate knowledge, and a culture of excellence.

Within Care Operations, the Process Improvement, Quality Assurance and Learning Excellence team owns the systems, knowledge, and workflows that enable our teams to operate at their best. As GetYourGuide transitions to AI-powered customer service, this team is at the forefront of a critical transformation — evolving our knowledge base architecture to serve both human agents and AI systems, and ensuring that the processes underpinning our operations are fit for the future.

Your mission

As Knowledge and Process Manager, you'll be the point of contact for process, communication and product changes within the Care department, and the advocate for the stakeholder, whether that's a customer, supplier or partner, across the end-to-end journey. You'll work across Care and with other GetYourGuide teams to define business needs, translate them into process requirements, flows and quality standards, and build the data and reporting systems that give everyone visibility into how things are going.

• Identify, plan and implement key projects that improve quality and efficiency, increase productivity, reduce cycle time and cut costs, driving measurable improvement in the business and in customer satisfaction
• Provide regular project status updates, feedback and reporting against your key responsibilities and objectives
• Consult with teams across the department to identify, diagnose and problem-solve in order to optimise Care operations
• Drive process improvement projects based on KPIs and on changes taking place elsewhere in GetYourGuide
• Build awareness with internal and external stakeholders of how their work impacts the customer's process and experience
• Bring an AI and data mindset to how you diagnose problems and design solutions, using AI tools to work faster and surface insight that would otherwise take longer to find

Your toolkit

• Proven experience leading a team of specialists in a knowledge management, process improvement, or customer care operations function (3+ years), with a track record of setting direction, developing people, and delivering results through others
• A customer-focused mindset and genuine drive to deliver service excellence
• Comfort using AI tools as part of your day-to-day work, from self-serve analysis to generating outputs independently, and an interest in applying that thinking to Care's process design
• Direct ownership of a knowledge base strategy , including governance models, content standards, ownership frameworks, and maintenance cadences, ideally in Zendesk , Salesforce, or a comparable helpdesk environment
• Demonstrated experience designing and implementing change management programmes across complex, cross-functional stakeholder landscapes, including teams outside your direct reporting line
• Strong organisational skills and a sharp eye for detail
• Excellent problem-solving, critical thinking and analytical skills
• Fluent English

Extras that give you an edge

• Background in customer care operations
• Experience in a high-performing, high-paced organisation with strong procedural discipline
• Background in operations or a logistics-heavy industry
• A diagonal or lateral career path that shows growth across different functions

How we’ll make your career journey extraordinary

• Annual personal growth budget and mentorship programs for continuous learning and development
• Work from anywhere in the world for 30 days per year
• A hybrid working approach with three days of in office collaboration (Mon, Tue, Thur) and two days of optional at home focus time.
• Opportunities to collaborate and socialize with team members through quarterly team events and yearly company-wide events
• Monthly transportation and fitness budget
• Discounts for you, your friends, and family on GetYourGuide activities
• Language reimbursement program
• Health and wellness benefits

And more…