Job Overview
Location
Berlin
Job Type
Full-time
Category
HR & Recruiting
Date Posted
March 19, 2026
Full Job Description
đź“‹ Description
- • As a Senior Learning Excellence Specialist at GetYourGuide AG, you will play a pivotal role in transforming how customer care teams learn and perform by designing and delivering AI-enhanced training programs that directly impact service quality and agent effectiveness. Your work ensures that both BPO agents and internal Care teams are equipped with the knowledge and skills needed to deliver exceptional travel experiences, aligning with GetYourGuide’s mission to make every journey extraordinary.
- • On a day-to-day basis, you will manage and deliver training programs to ensure BPO agents and internal Care teams meet performance targets; leverage AI tools to design, deliver, and optimize training for faster and more effective learning outcomes; identify knowledge gaps among new and tenured agents and create tailored training sessions to address them; organize and facilitate sessions to communicate new procedures and updates; collaborate with cross-functional teams to integrate procedural changes into training seamlessly; and contribute to fostering a culture of learning excellence and continuous improvement across the organization. This role may involve occasional long-haul travel (once a year, 9+ hour flights, lasting 1–2 weeks) to support global teams.
- • You will join the Learning Excellence team, a mission-driven unit focused on empowering Customer Care operations through innovative, empathetic, and AI-driven training solutions. The team leverages technology and automation to improve learning speed and effectiveness while ensuring deep alignment with GetYourGuide’s evolving policies, processes, and guiding principles. Based in Berlin with hybrid flexibility, you’ll collaborate with a global network of educators, operations leads, and tech partners to scale impactful learning initiatives.
- • In this role, you will develop advanced expertise in AI-powered instructional design, data-driven training optimization, and change management within high-volume customer service environments. You’ll gain hands-on experience leading large-scale learning programs across BPO and internal teams, sharpen your stakeholder management and project leadership skills, and position yourself as a specialist in the future of workforce enablement—where AI, empathy, and operational excellence converge.
🎯 Requirements
- • 3+ years of experience in customer service environments
- • Skilled at analyzing data, identifying knowledge gaps, and taking action based on insights
- • Hands-on experience using AI to improve learning outcomes (e.g., building AI tutors/coaches, AI-supported role-plays, simulations, or using AI to create/refine training content, quizzes, and knowledge checks)
- • Proficient in creating effective and clear presentations on complex topics
- • Experience managing projects and collaborating with multiple stakeholders
- • Operational mindset with a "doer" attitude and ability to solve problems quickly and efficiently
🏖️ Benefits
- • Annual personal growth budget and mentorship programs for continuous learning and development
- • Work from anywhere in the world for 30 days per year
- • Hybrid working model: three days in-office (Mon, Tue, Thur) and two days optional remote focus time
- • Monthly transportation and fitness budget
- • Discounts on GetYourGuide activities for you, friends, and family
- • Language reimbursement program
- • Health and wellness benefits
Skills & Technologies
About GetYourGuide AG
GetYourGuide AG is a Berlin-based online travel platform founded in 2009 that connects travelers with tours, attractions, and activities worldwide. Operating as a marketplace, it offers booking services for skip-the-line tickets, guided tours, cooking classes, and local experiences in over 150 countries. The company partners with local operators, handling reservations, payments, and customer support while earning commissions. It targets independent travelers seeking curated activities, emphasizing mobile-first booking and real-time availability. The platform supports multiple languages and currencies, serving millions of users annually through its website and mobile apps.
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