Senior Learning Excellence Specialist

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 at Learning Excellence is to empower Customer Care operations through innovative, empathetic, AI-driven training solutions. We leverage technology and automation to deliver faster, more effective learning outcomes while fostering a deep understanding of GetYourGuide's dynamic policies, processes, and guiding principles.

Your mission

• Manage and deliver training programs to ensure BPO (Business Process Outsourcing) agents and internal Care teams hit their performance targets 
• Leverage AI tools and technologies to design, deliver, and optimize training programs for faster and more effective learning outcomes
• Identify knowledge gaps among tenured and new hire/tenure agents and design tailored training sessions to address these gaps
• Organize and facilitate training sessions to communicate new procedures and updates
• Collaborate with cross-functional teams to ensure procedural changes are seamlessly integrated into training programs
• Contribute to the development of a culture of learning excellence and continuous improvement
• This role might require occasional travel, typically at least once a year, involving long-haul flights (9+ hours). Trips are usually planned well in advance and last an average of 1-2 weeks.

Your toolkit

• You have 3+ years of experience in customer service environments
• You are skilled at analyzing data, identifying knowledge gaps, and taking action based on insights
• You have hands-on experience using AI to improve learning outcomes (e.g., building AI tutor/coach for agents; building AI-supported practice flows like role-plays and simulations; using AI to create/refine training content, quizzes, and knowledge checks; and leveraging multiple AI learning tools to speed up content creation and personalize learning).
• You excel at creating effective and clear presentations on complex topics
• You have experience managing projects and collaborating with multiple stakeholders
• You have an operational mindset, a "doer" attitude, and the ability to solve problems quickly and efficiently

Extras that give you an edge

• Experience in a BPO (Business Process Outsourcing) environment or working closely with BPOs is a plus

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 jobs@getyourguide.com.

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. 

 

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