Knowledge & Process Manager — AI-Driven Care Ops

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

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.