Operations Outsourcing Senior Specialist
GetYourGuide
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See open jobs at GetYourGuide.See open jobs similar to "Operations Outsourcing Senior Specialist" Heartcore. Operations Outsourcing Senior Specialist
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.
The role
As an Operations Outsourcing Senior Specialist, you'll be a key player in our global team, managing operations that are a crucial part of our Global Customer Care setup. You'll execute our global service strategy by managing, monitoring, and directing our service partners. Our premium outsourcing vendors (BPOs) provide 24/7 multi-language support for our international customers, working closely with our in-house Customer Care team. With your passion for achieving the highest level of customer satisfaction and operational efficiency, you'll champion a world-class customer experience, aiming to build customer loyalty and support our strong growth. This role reports to the Outsourcing Operations Senior Manager.
You will:
- Act as a liaison between internal GetYourGuide teams and BPO partners
- Export customer focus and GetYourGuide core values to our BPO partners
- Own a significant portion of cross-site performance management initiatives
- Manage projects end-to-end: from inception to business impact and/or learnings, including handling all aspects of the project directly or via delegation and collaboration
- Drive collaboration with other managers outside of the team to solve large problems that span multiple departments
- Run RFI/RFP campaigns to ensure the right partnerships for GetYourGuide.
- Owns Invoicing checks/Audits
- Handle basic ownership of Commercial & Contractual items
Who you are
- 3+ years of experience working in an international multi-language Customer Service organization in-house
- Good knowledge of Business Process Outsourcing operations
- Proven track record of achieving top customer satisfaction with high efficiency and performance
- Skilled in BPO integration with internal teams
- Strong record of company culture and value transfer with partners
- Availability to travel (short haul / Long Haul) at least 20% of yearly working days
- Highly developed sense of integrity and commitment to customer satisfaction and Quality Assurance methods.
- Data and process-oriented approach to solving problems
- Great command of Google tools and Presentation skills
- Abilityto think strategically long term (1 year / 3 years / 5 years)
- Excellent command of English
How we set you up for success:
- Invest in your development with an annual personal growth budget
- Enjoy flexibility with a hybrid work-from-home and telecommuting policy
- Save on transportation costs with discounted public transportation tickets
- Support your loved ones with generous maternity and paternity leave policies
And more...
We look forward to hearing from you
Unlock your full potential and join our mission to create unforgettable experiences for millions around the world. If you have the skills and passion for joining our team, we invite you to apply by submitting your CV/resume in English through the form below. Check out how we hire for tips and visibility into our process and check out life at GetYourGuide. If you have any further questions, please do not hesitate to contact us via jobs@getyourguide.com.
We are an equal-opportunity employer
Our commitment is that every qualified person will be evaluated according to skills regardless of age, gender identity, ethnicity, sexual orientation, disability status, or religion. Please refrain from including your picture and age with the application.
Important notice: Protect yourself from recruitment scams
We want to ensure your safety during the application process. Please be aware of potential scammers impersonating GetYourGuide recruiters. Remember, GetYourGuide never requests payment or sensitive personal information during recruitment. All official job opportunities are exclusively posted on our Careers page. If you suspect fraudulent activity, report it to jobs@getyourguide.com. Stay vigilant and protect yourself from recruitment scams.
#LI-Hybrid
This job is no longer accepting applications
See open jobs at GetYourGuide.See open jobs similar to "Operations Outsourcing Senior Specialist" Heartcore.