Knowledge & Process Manager

About the role

As Knowledge & Process Manager, you will lead a team of five Knowledge & Process Senior Specialists and own the strategy that makes our AI transformation a success. You will be the driving force behind how we design, document, and continuously improve the operational processes and knowledge systems that power our B2C and B2B service functions.

What you'll do

• Lead, develop, and manage a team of five Knowledge & Process Senior Specialists, setting clear direction, priorities, and performance expectations
• Own process as a system within Care Operations — designing, implementing, and continuously improving end-to-end operational workflows that drive efficiency, quality, and customer satisfaction across B2C and B2B
• Define and execute the knowledge base strategy for GetYourGuide's Care function, ensuring it serves as an accurate and reliable source of truth for both human agents and AI systems
• Lead the transformation of the knowledge base architecture to support AI agents, including developing frameworks for writing and structuring knowledge that AI systems can reliably consume
• Maintain and govern knowledge base quality and accuracy in Zendesk, establishing clear ownership, maintenance cadences, and quality standards across contributing teams
• Partner with cross-functional stakeholders to implement knowledge base architecture across multiple teams, guiding ownership models and ensuring alignment with broader Care and product strategy
• Drive process improvement initiatives using data and KPIs, identifying opportunities to reduce friction, improve cycle times, and enhance the customer and agent experience

What you'll need

• Proven experience leading a team in an operations environment, with a track record of developing specialists and delivering results through others
• Strong experience owning process as a system — designing, documenting, and improving operational workflows at scale within a customer care or operations function
• Demonstrated ownership of knowledge management strategy and architecture, including defining governance models, content standards, and maintenance frameworks
• Hands-on experience building and optimising knowledge bases for AI agents — including writing knowledge for AI consumption and structuring content for AI system retrieval
• Familiarity with process improvement methodologies (e.g. Lean Six Sigma, Agile) applied in the context of operational and AI-driven environments
• Experience working with Zendesk or a comparable customer service platform, with an understanding of how knowledge management integrates with ticketing and agent workflows
• Strong analytical and critical thinking skills — able to use data and KPIs to diagnose problems, prioritise initiatives, and measure impact
• Excellent communication and stakeholder management skills, with the ability to translate complex operational or technical concepts for diverse audiences

Nice to have

• Background in customer care operations

What they offer

• Annual personal growth budget and mentorship programs
• Work from anywhere in the world for 30 days per year
• Hybrid working approach with three days in-office and two days optional at-home focus time
• Monthly transportation and fitness budget
• Discounts on GetYourGuide activities
• Health and wellness benefits