GetYourGuide
Senior Team Lead, Business Operations & Strategy(m/w/x)
Full-timeWith HomeofficeSenior
Berlin
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GEGetYourGuide
Knowledge & Process Manager(m/w/x)
Berlin
Full-timeWith Home OfficeManagement
AI/ML
Nejo AI Summary
Designing and implementing end-to-end operational workflows for a global travel platform. Team leadership and process ownership experience required. Hybrid work, annual personal growth budget, work from anywhere 30 days/year.
Requirements
- Team leadership in operations
- Developing specialists and delivering results
- Process ownership as a system
- Designing, documenting, and improving workflows
- Ownership of knowledge management strategy
- Defining governance models, content standards, and maintenance frameworks
- Building and optimising knowledge bases for AI agents
- Writing knowledge for AI consumption
- Structuring content for AI system retrieval
- Familiarity with process improvement methodologies
- Applying methodologies in operational and AI environments
- Experience with Zendesk or comparable platform
- Understanding knowledge management integration with ticketing
- Strong analytical and critical thinking skills
- Using data and KPIs to diagnose problems
- Prioritising initiatives and measuring impact
- Excellent communication skills
- Excellent stakeholder management skills
- Translating complex concepts for diverse audiences
- Fluent English
- Background in customer care operations
Tasks
- Lead and develop a team of five Knowledge & Process Senior Specialists
- Set clear direction, priorities, and performance expectations
- Design and implement end-to-end operational workflows
- Continuously improve processes for efficiency and quality
- Define and execute the knowledge base strategy
- Ensure the knowledge base is accurate and reliable for human agents and AI
- Transform knowledge base architecture to support AI agents
- Develop frameworks for writing and structuring AI-consumable knowledge
- Maintain and govern knowledge base quality in Zendesk
- Establish clear ownership and maintenance cadences
- Partner with cross-functional stakeholders for knowledge base implementation
- Guide ownership models and align with Care and product strategy
- Drive process improvement using data and KPIs
- Identify opportunities to reduce friction and improve cycle times
- Enhance the customer and agent experience
Work Experience
- approx. 4 - 6 years
Education
- Bachelor's degreeOR
- Master's degree
Languages
- English – Fluent
Tools & Technologies
- Zendesk
- Lean Six Sigma
- Agile
Benefits
Flexible Working
- Hybrid working approach
Additional Allowances
- Annual personal growth budget
Mentorship & Coaching
- Mentorship programs
Workation & Sabbatical
- Work from anywhere (30 days/year)
Team Events
- Quarterly team events
- Yearly company events
Public Transport Subsidies
- Monthly transportation budget
Healthcare & Fitness
- Monthly fitness budget
- Health and wellness benefits
Corporate Discounts
- Discounts on activities
Learning & Development
- Language reimbursement
Find the original job posting in its most current version here. Nejo automatically captured this job from the website of GetYourGuide and processed the information on Nejo with the help of AI for you. Despite careful analysis, some information may be incomplete or inaccurate. Please always verify all details in the original posting! Content and copyrights of the original posting belong to the advertising company.
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GEGetYourGuide
Knowledge & Process Manager(m/w/x)
Berlin
Full-timeWith Home OfficeManagement
AI/ML
Nejo AI Summary
Designing and implementing end-to-end operational workflows for a global travel platform. Team leadership and process ownership experience required. Hybrid work, annual personal growth budget, work from anywhere 30 days/year.
Requirements
- Team leadership in operations
- Developing specialists and delivering results
- Process ownership as a system
- Designing, documenting, and improving workflows
- Ownership of knowledge management strategy
- Defining governance models, content standards, and maintenance frameworks
- Building and optimising knowledge bases for AI agents
- Writing knowledge for AI consumption
- Structuring content for AI system retrieval
- Familiarity with process improvement methodologies
- Applying methodologies in operational and AI environments
- Experience with Zendesk or comparable platform
- Understanding knowledge management integration with ticketing
- Strong analytical and critical thinking skills
- Using data and KPIs to diagnose problems
- Prioritising initiatives and measuring impact
- Excellent communication skills
- Excellent stakeholder management skills
- Translating complex concepts for diverse audiences
- Fluent English
- Background in customer care operations
Tasks
- Lead and develop a team of five Knowledge & Process Senior Specialists
- Set clear direction, priorities, and performance expectations
- Design and implement end-to-end operational workflows
- Continuously improve processes for efficiency and quality
- Define and execute the knowledge base strategy
- Ensure the knowledge base is accurate and reliable for human agents and AI
- Transform knowledge base architecture to support AI agents
- Develop frameworks for writing and structuring AI-consumable knowledge
- Maintain and govern knowledge base quality in Zendesk
- Establish clear ownership and maintenance cadences
- Partner with cross-functional stakeholders for knowledge base implementation
- Guide ownership models and align with Care and product strategy
- Drive process improvement using data and KPIs
- Identify opportunities to reduce friction and improve cycle times
- Enhance the customer and agent experience
Work Experience
- approx. 4 - 6 years
Education
- Bachelor's degreeOR
- Master's degree
Languages
- English – Fluent
Tools & Technologies
- Zendesk
- Lean Six Sigma
- Agile
Benefits
Flexible Working
- Hybrid working approach
Additional Allowances
- Annual personal growth budget
Mentorship & Coaching
- Mentorship programs
Workation & Sabbatical
- Work from anywhere (30 days/year)
Team Events
- Quarterly team events
- Yearly company events
Public Transport Subsidies
- Monthly transportation budget
Healthcare & Fitness
- Monthly fitness budget
- Health and wellness benefits
Corporate Discounts
- Discounts on activities
Learning & Development
- Language reimbursement
Find the original job posting in its most current version here. Nejo automatically captured this job from the website of GetYourGuide and processed the information on Nejo with the help of AI for you. Despite careful analysis, some information may be incomplete or inaccurate. Please always verify all details in the original posting! Content and copyrights of the original posting belong to the advertising company.
Like this job?
BetaYour Career Agent finds similar jobs for you every day.
About the Company
GetYourGuide
Industry
Tourism
Description
GetYourGuide is the globally leading marketplace for unforgettable travel experiences, helping travelers discover the best things to do.
Not a perfect match?
- GetYourGuide
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