Care B2C Escalations 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 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. Your mission Team Leadership Operational Excellence Lead and develop a team of 10-15 B2C Escalations Specialists, fostering a culture of outstanding operational performance, accountability, collaboration, and continuous growth Champion an environment where every team member can thrive and deliver extraordinary results for our marketplace. Drive the adoption and implementation of AI solutions within Escalations, ensuring ethical use, transparency, and continuous upskilling Projects Strategy Manage cross-functional projects with stakeholders across Care and non-Care teams, proactively identifying and addressing emerging risks Own and deliver high-impact projects and roadmap initiatives focused on efficiency, scale and quality to drive growth and innovation for the team, leveraging automation to enhance efficiency and support Contribute to the department’s customer-facing strategy, ensuring alignment with our broader organizational goals 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 Data Insights Define, track, and report on key metrics and priorities, using data-driven insights to deliver on customer trust Leverage automation and data-driven insights to improve efficiency, coverage, and the quality of support, advancing our AI-first, customer-centric approach Your Toolkit An experienced people manager, skilled at leading a team of 10+ team members, with a proven track record in Operations, ideally within high-performance, marketplace, or platform-based environments A proactive self-starter with excellent business acumen to set the team’s strategic direction, define priorities across in-house and outsourced vendor teams Proficient in developing, implementing and optimizing operations, particularly in fast-scaling environments Experienced in applying AI and automation initiatives to optimize operational workstreams Experienced in working with data sets 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 and collaborating effectively with multiple stakeholders Flexible and resilient, able to guide teams through organizational and process changes while thriving in dynamic environments and quickly adapting to evolving business needs and priorities Excellent communication and presentation skills, with the ability to influence stakeholders and clearly articulate priorities and outcome Analytical and data-driven mindset, familiar with analytical tools (e.g. Looker, Google Sheets, etc.) and a high level of curiosity - take a proactive lead in detecting issues through noise and leveraging raw data to find problems/issues Eagerness to learn and stay ahead with industry trends and emerging technologies Proven track record of critical thinking and problem solving Extras that give you an edge Prior experience in e-commerce and B2C operations is highly desirable Ho ... (truncated, view full listing at source)