Learning Excellence Manager

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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.

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?

• 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

• 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

• 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 transition

• 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…

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 [email protected].

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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