Learning Excellence 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. As Learning Excellence Manager, you will report to the Senior Manager, Care: Knowledge, Process, Quality & Learning, and lead a team of five Learning Specialists. This is a full-time role based in our Berlin office. Team mission You'll join the Process Improvement, Quality Assurance and Learning Excellence team within Care, the group that defines how GetYourGuide serves customers, suppliers and partners across both human and AI-supported service channels. The Learning Excellence team owns how knowledge becomes capability: setting learning standards across our in-house teams and BPO partners, and ensuring service quality holds as the operation evolves. Care is in the middle of a genuine transformation. As AI absorbs more routine contact handling, the work left for people becomes more complex, and how we segment, prioritise and deliver learning has to change with it. This role exists to lead that evolution, not to maintain the current model. You'll own the strategic direction of learning for Care. That means stepping back from individual training requests and asking the bigger questions: what does our demand actually look like, how should learning be segmented across audiences and skill levels, and how do we structure delivery effectively across a distributed footprint of BPO partners and an in-house team? Your mission Define and own the learning strategy for Care, covering segmentation of learning demand, prioritisation, and the delivery model across in-house and BPO teams Lead, coach and develop a team of five Learning Specialists, setting direction and standards for how the team plans and delivers work Build, report and maintain the data foundation for learning: use training and operational KPIs (CSAT, QA scores, time-to-proficiency, error rates) to diagnose capability gaps, target investment, and prove impact Partner with Quality Assurance and Knowledge & Process to close the loop between quality insight, process change and learning design Own the learning relationship with our BPO partners: set standards, audit delivery, and drive consistent capability across sites Reshape learning for an AI-supported operation, redesigning what agents need to learn and how as automation changes the mix of human-handled work Bring an AI and data mindset to your own work, using AI tools to analyse, build and iterate faster Your toolkit 5+ years in learning & development or operational capability roles, with demonstrable ownership of learning strategy, not only delivery Experience leading a team of learning or training professionals A strong data orientation: comfortable defining KPIs, interpreting operational data, and making the case for learning investment in numbers Experience working with or managing BPO / outsourced operations Ability to think in systems (audience segmentation, capability frameworks, delivery models), not just courses Comfort using AI tools day-to-day, and genuine curiosity about how AI reshapes both service operations and learning itself Strong stakeholder skills, with the ability to influence senior operational leaders and external partners Fluent English Extras that give you an edge Experience in a customer service, marketplace or high-volume operations environment Instructional design or LMS/e-learning background (useful context, not the core of the role) Experience leading learning through an automation or major operating-model