Care B2C Escalations Manager

About the role

You'll lead and develop a team of 10-15 B2C Escalations Specialists at GetYourGuide, focusing on minimizing negative customer experiences through advanced care skills and empathy. This senior leadership position involves managing complex customer cases, driving AI implementation, and delivering high-impact projects to enhance operational efficiency and customer satisfaction.

What you'll do

• Lead and develop a team of 10-15 B2C Escalations Specialists, fostering operational excellence and continuous growth
• Drive adoption and implementation of AI solutions within Escalations, ensuring ethical use and continuous upskilling
• Manage cross-functional projects with stakeholders across Care and non-Care teams, identifying emerging risks
• Own and deliver high-impact projects focused on efficiency, scale and quality using automation
• Contribute to customer-facing strategy and ensure alignment with organizational goals
• Drive continuous improvements in operational processes and workflows
• Define, track, and report on key metrics using data-driven insights
• Leverage automation to improve efficiency, coverage, and quality of support

What you'll need

• Proven experience managing teams of 10+ members in Operations, preferably in marketplace or platform environments
• Strong business acumen to set strategic direction and define priorities across in-house and vendor teams
• Experience developing and optimizing operations in fast-scaling environments
• Hands-on experience with AI and automation initiatives to optimize operational workflows
• Proficiency with data analysis tools such as Google Sheets and Looker
• Supportive and performance-focused leadership style
• Excellence in managing cross-team projects and collaborating with multiple stakeholders
• Flexibility and resilience to guide teams through organizational changes
• Excellent communication and presentation skills with ability to influence stakeholders
• Analytical mindset with curiosity to detect issues and leverage data for problem-solving

Nice to have

• Prior experience in e-commerce and B2C operations

What they offer

• Annual personal growth budget and mentorship programs
• Work from anywhere for 30 days per year
• Hybrid working with 3 days office collaboration, 2 days optional home time
• Monthly transportation and fitness budget
• Discounts on GetYourGuide activities for you, friends, and family
• Language reimbursement program and health benefits