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Knowledge & Process Manager at GetYourGuide - ApplyBlast

Knowledge & Process Manager

GetYourGuide

4 months ago

3.5 on Glassdoor

Berlin, Germany

Hybrid

Full Time

Senior

0 applicants

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About this role

As a Knowledge & Process Manager at GetYourGuide, you will lead a team of five specialists to drive the company's transition to AI-powered customer service. This role involves owning the strategy for operational processes and knowledge systems, designing workflows for both human agents and AI, and ensuring high-quality governance of the knowledge base within Zendesk.

Responsibilities

Lead a team of Knowledge & Process Specialists to deliver operational strategy
Design and implement end-to-end workflows for B2C and B2B service functions
Define and execute a comprehensive knowledge base strategy for human and AI agents
Govern knowledge base quality and accuracy within the Zendesk platform
Drive process improvement initiatives using data and KPIs to enhance efficiency

Skills

About GetYourGuide

getyourguide.careers

Headquarters

Berlin, Berlin, Germany

Company Size

501-1000 employees

Founded

2009

View Profile

GetYourGuide is a global online marketplace for booking tours, activities and attractions, connecting travelers with local experience providers. The tech-led platform offers curated, bookable experiences across thousands of destinations with flexible booking and customer-focused features. With 700+ employees from 75+ nationalities and 17 offices worldwide, the company hires across engineering, product, marketing, design and more. Travelers and partners use GetYourGuide for its broad selection, ease of booking, and international reach.