Operations Outsourcing Specialist

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, travelers from over 170 countries have booked more than 80 million tours, activities, and attraction tickets through GetYourGuide. Powered by a global team of over 700 travel experts and technologists, we are headquartered in Berlin and have 17 local offices around the world. Visit our careers website to learn more.

We are looking for an Operations Outsourcing Specialist who will be responsible for managing performance and communications with one or several of our external contact center partners.

About the position

As an Operations Outsourcing Specialist, you will become an integral part of a global team that manages operations which makes up a major part of our Global Customer Care set up. You will execute on our global service strategy by managing, monitoring, and directing our service partners. Our premium outsourcing vendors (BPOs) play an important role in providing 24/7 multi-language support for our international customers in close collaboration with our inhouse Customer Care team. With your passion to strive for the highest level of customer satisfaction and operational efficiency, you will champion a world-class customer experience with the overall goal to build customer loyalty and support our strong growth. This role reports to the Senior Manager Outsourcing Operations.

You will:

• Act as a liaison between internal GYG 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
• Own projects end-to-end: from inception to having a 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

Who you are

• 2+ years of experience working in an international multi-language Customer Care organization in-house
• Basic 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
• Excellent written and verbal communication skills in English

Even better if

• You worked in the field of online travel, e-commerce or a similar industry
• You have a good understanding of online marketplace dynamics
• You have leadership experience in Customer Service

How we set you up for success:

• Invest in your development with an annual personal growth budget
• Create a comfortable workspace at home with an annual home office budget
• Become a part of our success with virtual stock options
• 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 [email protected].

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.