Knowledge & Process Manager

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 c…