Senior Manager, Performance Management

Who you are

You have 5+ years of experience in performance management, ideally within a customer-focused environment — you've successfully driven operational strategies that enhance performance and efficiency. Your expertise in analytics and workforce management allows you to set and achieve KPIs that align with broader organizational goals. You are a strategic thinker who can implement innovative solutions and technologies that improve operational excellence, including automation and AI. You possess strong leadership skills and have a proven track record of building high-performance teams that thrive in collaborative environments. You are data-driven and understand how to empower teams with the necessary tools and insights for informed decision-making. You are passionate about creating impactful change and fostering a culture of continuous improvement.

What you'll do

In this role, you will report to the Global Director of Care and be integral to driving the operational performance strategy of the Care Department. You will set department KPIs, targets, and milestones, ensuring alignment with GetYourGuide's overall objectives. You will work collaboratively with cross-functional teams to implement new solutions that enhance the Care experience and operational efficiency. Your role will involve managing escalated processes and contributing to the strategic direction of the department. You will empower the Care team with operational analytics tools and insights, enabling data-driven decision-making. You will lead complex projects that require cross-departmental collaboration and innovative thinking. Your leadership will help cultivate a high-performance culture within the team, driving engagement and accountability.

What we offer

GetYourGuide offers a dynamic work environment where you can unlock your potential alongside a community of fellow explorers. You will have the opportunity to work in our Berlin HQ or one of our local offices around the globe. We are committed to fostering an inclusive workplace where every qualified person is evaluated based on their skills. We encourage you to apply even if your experience doesn't match every requirement. Join us in changing the way the world travels and make every journey extraordinary.