GetYourGuide
Knowledge&ProcessManager
Neural analysis suggests this role is
optimal for Manager candidates.
“Knowledge & Process Manager at GetYourGuide. Skills: Process management, Knowledge management, AI transformation. Lead team of specialists. Set direction and priorities”
What You'll Achieve.
Make AI transformation a success; Drive efficiency; Drive quality; Drive customer satisfaction
Industry & Context.
Analytical skills; Critical thinking; Diagnose problems; Prioritize initiatives; Measure impact
What They're Looking For.
Must Have
Lead a team, Own process as system, Define knowledge base strategy, Lead knowledge base transformation, Maintain knowledge base quality, Partner with stakeholders, Drive process improvement
Nice to Have
Background in customer care operations
What You'll Do.
Lead team of specialists
Set direction and priorities
Set performance expectations
Design operational workflows
Implement operational workflows
Improve operational workflows
Define knowledge base strategy
Execute knowledge base strategy
Lead knowledge base transformation
Develop frameworks for writing knowledge
Structure knowledge for AI
Maintain knowledge base quality
Govern knowledge base accuracy
Establish ownership cadences
Establish quality standards
Partner with stakeholders
Implement knowledge base architecture
Guide ownership models
Ensure alignment with strategy
Drive process improvement initiatives
Identify opportunities to reduce friction
Enhance customer experience
Enhance agent experience
How You'll Work.
Team & Collaboration
Cross-functional stakeholders; Broader Care strategy; Product strategy
Communication Scope
Stakeholder management; Translate complex concepts
Full 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 & Process Manager, you will lead a team of five Knowledge & Process Senior Specialists and own the strategy that makes our AI transformation a success. You will be the driving force behind how we design, document, and continuously improve the operational processes and knowledge systems that power our B2C and B2B service functions. Lead, develop, and manage a team of five Knowledge & Process Senior Specialists, setting clear direct
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