Quality & Safety Manager

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.

Our mission is to protect the GetYourGuide brand and strengthen customer trust by developing and executing robust Quality & Safety frameworks that proactively prevent risk, streamline operations, and enable sustainable business growth.
As guardians of customer trust and supplier accountability, we ensure risks are managed swiftly, consistently, and at scale. We also work to identify marketplace trust and safety issues and proactively prevent them.

• Lead and develop a team of Quality & Safety specialists, fostering a culture of outstanding operational performance, accountability, collaboration, and continuous growth.
• Champion an environment where every team member can thrive and deliver extraordinary results for our marketplace.
• Drive the adoption and implementation of AI solutions within Quality & Safety, ensuring ethical use, transparency, and continuous upskilling.
• Collaborate with the vendor management team to co-lead and expand an outsourced Quality & Safety function, driving scalability and flexibility for global support.
• Pioneer new ways of working to stay ahead of emerging risks and set new standards for operational excellence.

• Initiate and oversee projects to continuously improve risk management workflows, both internally and with external partners.
• Manage cross-functional projects with stakeholders across Business teams, Product, Risk & Fraud, and Supply, proactively identifying and addressing emerging risks.
• Own and deliver high-impact initiatives that scale Quality & Safety operations, leveraging automation to enhance efficiency and support.
• Partner with the Strategy team to shape and execute the Quality & Safety strategy, aligning with GetYourGuide’s broader organizational goals.

• Define, track, and report on Quality & Safety metrics and priorities, using data-driven insights to deliver on customer trust and supplier accountability.
• Leverage automation and data-driven insights to improve efficiency, coverage, and the quality of support, advancing our AI-first, customer-centric approach.

• An experienced people manager with a proven track record in Operations, ideally within high-performance, marketplace, or platform-based environments.
• A proactive self-starter with strong business acumen, capable of setting strategic direction and defining priorities for both in-house and outsourced teams.
• Skilled in developing, implementing, and optimizing operational processes, especially in fast-scaling organizations.
• Proven track record of critical thinking and problem solving.
• Adept at managing complex, cross-functional projects and collaborating effectively with multiple stakeholders.
• Analytical and data-driven mindset, familiar with analytical tools (e.g. Looker, Google Sheets, etc.) and a high level of curiosity - take a proactive  lead in detecting issues through noise and leveraging  raw data to find problems/issues
• Flexible and resilient, able to guide teams through organizational and process changes while thriving in dynamic environments and quickly adapting to evolving business needs and priorities.
• Possesses excellent communication skills, with the ability to influence stakeholders and clearly articulate priorities and outcomes.
• Eagerness to learn and stay ahead with industry trends and emerging technologies

• Prior experience in e-commerce, travel, or B2B operations is a strong plus

• 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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