Workforce Management (Manager)

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Care at GetYourGuide is in the middle of a fundamental transformation — and it's one of the most important bets we're making as a company. We're moving from traditional human-led support to an LLM-powered model, where AI handles the majority of interactions and our human teams focus on the cases that genuinely need them. That shift changes everything: how we staff, how we plan, how we measure, and what "great care" even looks like.

The Care Experience & Strategy team sits at the centre of this change. We're the function that turns operational complexity into clarity — owning the forecasting, analytics, and strategic planning that keep Care running as the model underneath it evolves. This isn't a team that maintains what exists. It's a team that's actively rebuilding how a world-class support organisation operates in an AI-first world. If you're energised by building something new rather than running something established, this is where you want to be.

As Manager of Workforce Management, you'll own the forecasting and planning capability that Care's transformation depends on. Reporting to the Head of Care Experience & Strategy, you'll lead a team of three WFM specialists to replace our manual, Google Sheets-based forecasting models with an AI and automations driven approach — cutting forecast run time from ~23 hours to under 2 hours, while sharpening the accuracy our operations rely on. This is a build role, not a maintain role. You'll set the direction, make the calls on methodology and tooling, and take your team along with you.

• Lead the end-to-end transformation of our forecasting capability, replacing manual Google Sheets-based models with an AI-driven solution that improves both speed and accuracy.
• Build and mature forecasting models for emerging lines of business, ensuring our planning capability scales alongside GetYourGuide's growth
• Develop a scenario modelling capability that enables Care leadership to stress-test assumptions, model trade-offs, and make faster, more confident operational decisions
• Lead, coach, and develop a team of three WFM specialists — setting clear goals, giving regular feedback, and creating an environment where the team can do their best work
• Drive AI adoption within your team — identifying new use cases, building workflows and automations, and helping your team develop their own AI capabilities
• Partner closely with Care Operations, Finance, and Technology stakeholders to ensure forecasting outputs are understood, trusted, and acted upon
• Define and own the metrics that measure forecast quality, model performance, and planning effectiveness — using data to continuously improve
• Strengthen the continuous feedback loop between Realtime Management insights and future forecasts, driving continuous improvement of our forecasting accuracy

• 5+ years of professional experience, with at least 3 in workforce management, operations analytics, or a related planning function, ideally within a customer care, support, or contact centre environment
• Proven track record of building or significantly improving forecasting models, with a strong grasp of forecasting methodologies and their practical trade-offs
• Demonstrated experience applying automation and AI tools to improve the quality and efficiency of your work — you can share concrete examples of workflows or automations you've built and the impact they had
• Strong analytical skills — comfortable working with large datasets, building models, and translating complex outputs into clear operational recommendations
• Experience leading a small team of specialists, with the ability to set direction, develop people, and maintain high standards
• Excellent stakeholder communication skills — you can translate technical forecasting concepts into language that resonates with operational and senior leadership audiences
• A bias for action and continuous improvement — you don't wait to be told something is broken before fixing it

• Experience with WFM platforms (e.g. Verint, NICE, Assembled, or similar)
• Familiarity with Python, SQL, or other tools used for data modelling and automation
• Experience building forecasting models in a multi-channel or multi-LOB care environment
• Exposure to scenario planning or capacity modelling in an operational context

• 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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