Senior Operations Outsourcing Specialist (Maternity Cover)

JobsCloseBy Editorial Insights

GetYourGuide seeks a Senior Outsourcing Operations Specialist to cover maternity, oversee outsourced partners, and drive improvements in customer service from Berlin. You’ll report to the BPO Manager, run reviews with partners, address escalations swiftly, and coach BPO staff. The ideal candidate has at least 2 years in customer service within or managing a BPO, a proven AI integration track record, strong stakeholder communication, data analysis skills, and advanced Excel and Google Suite with English at C1. To apply, submit your CV in English, highlight data driven wins and AI initiatives, review our hiring and life pages, and email [email protected]. Hybrid in Berlin Mon Tue Thu in office and 30 days remote per year.

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

GetYourGuide is the place to book the best experiences in destinations across the globe. We are now searching for a Senior Outsourcing Operations Specialist. As a Senior Outsourcing Operations Specialist, you will report to the BPO Manager and independently manage the performance and relationship of your designated outsourcing partner and their teams. We facilitate the extension of availability, quality & efficiency of customer service worldwide, and we bridge the gap between our external vendors and internal stakeholders. 

Your mission

• Oversee day-to-day operations and performance of outsourced partners to ensure delivery on targets and service level agreements.
• Facilitate regular business reviews, calibrations, and process alignment meetings with stakeholders.
• Collaborate closely with internal teams and BPO partners to drive continuous improvement initiatives.
• Analyse volume trends, identify process gaps, and implement solutions for enhanced efficiency and customer experience.
• Serve as the escalation point for critical issues, ensuring timely and effective resolution.
• Regularly monitor, track, and report key metrics to provide actionable insights and recommendations.
• Train, mentor, and upskill BPO staff to meet evolving business and customer needs.

Your toolkit

• 2 years of customer service experience, ideally within a BPO environment or managing a BPO from the client side.
• Proven track record of integrating AI solutions into your daily work.
• You are confident in communicating with diverse stakeholders.
• You are agile, flexible, and proactive in solving problems quickly.
• Strong C1-level (business) English skills, both verbal and written.
• Ability to solve challenges through data analysis and demonstrate strong technical skills.
• Advanced skills in Excel and all Google Suite applications.

How we’ll make your career journey extraordinary

• Annual personal growth budget and mentorship programs for continuous learning and development
• Work from anywhere in the world for 30 days per year
• A hybrid working approach with three days of in office collaboration (Mon, Tue, Thur) and two days of optional at home focus time.
• Opportunities to collaborate and socialize with team members through quarterly team events and yearly company-wide events
• Monthly transportation and fitness budget
• Discounts for you, your friends, and family on GetYourGuide activities
• Language reimbursement program
• Health and wellness benefits

And more…

How to apply

Submit your CV/resume in English using the form below. For tips and insights into our hiring process and culture, check out ‘how we hire’ and ‘life at GetYourGuide’. If you have any further questions, please don’t hesitate to get in touch at [email protected].

We’re an equal opportunities employer

Our commitment is that every qualified person will be evaluated according to their skills regardless of age, gender identity, ethnicity, sexual orientation, disability status, or religion. Please refrain from including your picture and age with your application. 

#LI-Hybrid