Senior Process Improvement Manager

About GetYourGuide

GetYourGuide is the globally leading marketplace for unforgettable travel experiences. Travelers use GetYourGuide to discover the best things to do in a destination. Since its founding in 2009, people from all over the world have booked more than 150 million tours, activities, and attraction tickets through GetYourGuide. Powered by a global team of over 800 travel experts and technologists, we are headquartered in Berlin and have 17 local offices around the world. Visit our careers website to learn more.

Team mission

Mission is to be the customer advocate throughout the end-to-end customer journey.  We establish and improve experience standards throughout the end-to-end journey by using an insight base and data driven approach. We are uniquely positioned as the bridge between Customer Service and other departments and through customer insights we influence product roadmaps, customer service efforts, and optimize the customer experience globally.

You will:

The Senior Process Improvement Manager plays a crucial role in leading initiatives to optimize processes, improve customer satisfaction, and increase operational efficiency. This role will drive impactful change across the care ecosystem, working collaboratively with cross-functional teams to enhance and automate workflows and implement data-driven improvements. Reporting to the Head of Customer Experience and Channel Strategy, this position requires strategic thinking, project management skills, and a continuous improvement mindset to shape the future of Care operations and strategy at GetYourGuide. 

Team leadership

• Manage a team of process improvement specialists, fostering a high-performance, collaborative, and growth-oriented culture.
• Set clear objectives and performance goals for team members, ensuring alignment with department and company priorities.
• Provide coaching and development opportunities for team members, promoting continuous learning and skill-building

Process optimization and execution

• Lead initiatives to design and enhance core Care processes for our customers and supply partners.
• Establish and execute roadmaps for continuous improvement in Care, identifying high-impact areas for increased  customer satisfaction and efficiency. 
• Act with speed and agility, identifying pathways to execution on both quick wins and long term impact.
• Leverage technology advancements to drive innovation within Care processes to address evolving business needs and customer expectations in innovative ways. 
• Analyze operational and customer data to uncover trends, identify  bottlenecks, and generate actionable insights that guide process improvements.
• Manage the end-to-end implementation of process improvement , from scoping and design to execution and evaluation
• Develop training materials, guidelines, and resources to support the adoption of improved processes within the Care team.
• Implement effective change management techniques to drive engagement, minimize resistance, and foster a culture of continuous improvement

Analysis and KPI ownership

•  Develop and monitor key performance indicators (KPIs) to assess the success of improvement initiatives and optimize processes continuously.

Cross functional collaboration

• Engage with internal partners across Care, and other teams at GetYourGuide to ensure alignment and support for process initiatives.
• Build bridges that enable the two way flow of information and impact opportunity. Influence partner roadmaps. 
• Act as a change agent within the organization, promoting best practices and process standardization across teams.

Quality Assurance

• Ensure compliance with internal policies and regulatory standards while maintaining high-quality customer satisfaction. 
• Conduct regular audits and quality checks to address process gaps and enhance operational standards proactively.

Who you are:

• 7+ years of experience in process improvement, operations management, or a related field, including at least 3 years managing teams. Preference for experience specifically in customer care or contact center setting
• Preferred Certifications: Lean Six Sigma (Green Belt or Black Belt), PMP
• A passionate and customer-oriented mind-set and drive to deliver on customer experience excellence
• Ability to monitor and analyze data and use this to inform and guide your decisions
• - Experience with CRM tools