Care B2C Escalations Team

Lead

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 200 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 15 local offices around the world. Visit our careers website to learn more.

Team mission

Our mission is to minimize negative customer experiences by addressing complex or sensitive cases with advanced Care skills, prioritizing empathy, qualitative issue resolution, and reducing outlier cases to enhance overall customer satisfaction.

You will:

• Lead a group of 10-15 B2C Escalations Specialists to achieve continuous outstanding operational team performance
• Provide strong leadership and foster professional growth and development of your direct team members
• Define the team metrics and priorities and ensure execution against targets
• Drive continuous improvements in our operational processes.
• Initiate and contribute to projects aimed at establishing and refining operational workflows focused on scale and automation, in close collaboration with Care and non-Care teams
• With our internal vendor management team, remotely co-manage an outsourced team at one of our vendors
• Manage cross-functional projects with key stakeholders across Care and non-Care teams such as Risk & Fraud
• Own and manage projects and high impact initiatives focused on scale and automation to drive growth and innovation for the team
• Drive the overall strategy of the Escalations function in collaboration with the Senior Manager of Inhouse Operational Excellence; ensuring alignment with our broader organizational goals

Who you are

• A seasoned people manager with 3 to 5 years of experience, proficient in leading an operational team of 10 to 15 members.
• Experienced in a high performance operational environment, ideally in a marketplace company
• A self-starter with excellent business acumen to set the team’s strategic direction, define priorities across inhouse and outsourced vendor teams
• Proficient in creating and optimizing processes, particularly in fast-growing environments.
• Comfortable with data and tools such as Google Sheets and Looker
• You have a knack for bringing out the best in your direct reports with a leadership style characterized by a supportive and performance-focused approach
• Excel at managing cross-team projects across multiple stakeholders
• You are flexible, excited by change, and able to adapt to evolving business needs
• Excellent communication and presentation skills
• Prior experience in e-commerce and B2C operations is highly desirable

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