Knowledge & Process Manager

Change the way the world travels Join the GetYourGuide journey to connect people with unforgettable travel experiences around the world. Millions look to us for unique activities they can trust, and it’s all powered by our commitment to make every single journey extraordinary - including yours. Ready to unlock your potential with a community of fellow explorers? Find your next role at our Berlin HQ or one of our local offices around the globe, from New York to Bangkok. Head to getyourguide.careers to take the first step. Team mission The Care Operations team at GetYourGuide sits at the heart of delivering exceptional experiences for our customers, suppliers, and partners. Through a relentless focus on quality, efficiency, and continuous improvement, the team drives the operational standards that underpin GetYourGuide's ability to scale world-class customer service. We work cross-functionally across the business to ensure that every touchpoint in the customer journey is supported by robust processes, accurate knowledge, and a culture of excellence. Within Care Operations, the Process Improvement, Quality Assurance and Learning Excellence team owns the systems, knowledge, and workflows that enable our teams to operate at their best. As GetYourGuide transitions to AI-powered customer service, this team is at the forefront of a critical transformation — evolving our knowledge base architecture to serve both human agents and AI systems, and ensuring that the processes underpinning our operations are fit for the future. Your mission As Knowledge & Process Manager, you will lead a team of five Knowledge & Process Senior Specialists and own the strategy that makes our AI transformation a success. You will be the driving force behind how we design, document, and continuously improve the operational processes and knowledge systems that power our B2C and B2B service functions. Lead, develop, and manage a team of five Knowledge & Process Senior Specialists, setting clear direction, priorities, and performance expectations Own process as a system within Care Operations — designing, implementing, and continuously improving end-to-end operational workflows that drive efficiency, quality, and customer satisfaction across B2C and B2B Define and execute the knowledge base strategy for GetYourGuide's Care function, ensuring it serves as an accurate and reliable source of truth for both human agents and AI systems Lead the transformation of the knowledge base architecture to support AI agents, including developing frameworks for writing and structuring knowledge that AI systems can reliably consume Maintain and govern knowledge base quality and accuracy in Zendesk, establishing clear ownership, maintenance cadences, and quality standards across contributing teams Partner with cross-functional stakeholders to implement knowledge base architecture across multiple teams, guiding ownership models and ensuring alignment with broader Care and product strategy Drive process improvement initiatives using data and KPIs, identifying opportunities to reduce friction, improve cycle times, and enhance the customer and agent experience Your toolkit Proven experience leading a team in an operations environment, with a track record of developing specialists and delivering results through others Strong experience owning process as a system — designing, documenting, and improving operational workflows at scale within a customer care or operations function Demonstrated ownership of knowledge management strategy and architecture, including defining governance models, content standards, and maintenance frameworks Hands-on experience building and optimising knowledge bases for AI agents — including writing knowledge for AI consumption and structuring content for AI system retrieval Familiarity with process improvement methodologies (e.g. Lean Six Sigma, Agile) applied in the context of operational and AI-driven environments Experience working with Zendesk or a compara