Operations Outsourcing Senior Specialist

vor 6 Monaten


Berlin, Deutschland GetYourGuide Vollzeit

**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 150 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 17 local offices around the world. Visit our careers website to learn more.

**The role**:
As an Operations Outsourcing Senior Specialist, you'll be a key player in our global team, managing operations that are a crucial part of our Global Customer Care setup. You'll execute our global service strategy by managing, monitoring, and directing our service partners. Our premium outsourcing vendors (BPOs) provide 24/7 multi-language support for our international customers, working closely with our in-house Customer Care team. With your passion for achieving the highest level of customer satisfaction and operational efficiency, you'll champion a world-class customer experience, aiming to build customer loyalty and support our strong growth. This role reports to the Outsourcing Operations Senior Manager.

**You will**:

- Act as a liaison between internal GetYourGuide 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
- Manage projects end-to-end: from inception to 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
- Run RFI/RFP campaigns to ensure the right partnerships for GetYourGuide.
- Owns Invoicing checks/Audits
- Handle basic ownership of Commercial & Contractual items

**Who you are**:

- 3+ years of experience working in an international multi-language Customer Service organization in-house
- Good 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
- Great command of Google tools and Presentation skills
- Abilityto think strategically long term (1 year / 3 years / 5 years)
- Excellent command of English

**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**:
**We are an equal-opportunity employer**:
**Important notice: Protect yourself from recruitment scams**:

- #LI-Hybrid_



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