EXPLORE YOUR NEXT ADVENTURE WITH US!

Welcome to Tourlane! Were a tech company on a mission to provide the best experience in travel. We provide fully personalized, multi-stop trips to 35 destinations around the world and counting. With over 100,000 travellers in the DACH region and France, we’re on our way to becoming Europe’s leading travel company. We know that vacation time is precious. Our goal is to help customers discover the world and create lasting memories. We focus on creating tailor-made experiences for our customers because we believe life is too short for standard travel.

We’re looking for an experienced Process, Automation & Quality Lead to join our Operations team, which includes Customer Service and Sales. You’ll take the lead on optimizing processes and implementing automation, driving growth and improving customer satisfaction.

What is the role about?

Develop a New Process & Automation Framework: Design and implement a strategy to document, optimize and automate customer service processes for greater efficiency and consistency.
Lead AI Transformation Efforts: Manage AI integration, ensuring smooth adaptation of processes while maintaining quality standards
Drive Process Optimization: Identify bottlenecks, apply automation tools (e.g., Zapier, N8N), and leverage data to enhance operations and decision-making
Coach & Develop Your Team: Mentor and train your team, focusing on process management and automation tools to tackle evolving challenges.
Collaborate Cross-Functionally: Work closely with engineering and customer service teams to improve processes and boost customer satisfaction.

What will you need to be successful?

Here´s the experience we are looking for:

Extensive experience in process management, process automation, process mapping and documentation (including relevant tools) and lean management or Six Sigma
3+ years in leadership positions, coaching and developing teams
Proven track record in digital transformation and process automation projects, ideally in fast-paced environments, startups or scale-ups
Strong data analysis skills, with experience using tools like Excel and Looker
Knowledge of process automation tools (Zapier, N8N, or similar)

In addition, here are the skills we are looking for:

Team Leadership & Coaching: Mentoring and guiding your team members to enhance their skills and performance
Problem-Solving & Critical Thinking: Approaching challenges with a strategic, solution-oriented mindset
Adaptability & Resilience: Remaining flexible and focused in dynamic, changing environments
Collaboration & Cross-Functional Communication: Building strong relationships and working effectively with teams across departments
Customer-Centric & Proactive Approach: Anticipating customer needs and taking initiative to deliver exceptional outcomes

What we offer:

We value your participation in Tourlanes success and complement your cash compensation with a package of employee stock options (ESOP)
Flexible working setup to get the most of your working hours: we offer full flexibility in our Hybrid/Remote model, however we do expect that you take advantage of our lively Berlin office 2-3 days per week
We share your passion for traveling: enjoy working abroad through our new program
Your wellbeing matters to us: we offer sessions with Nilo.health
We support all the diverse communities that make us Tourlane: join or create your own Employee Resource Group (ERG) and connect with Tourlaneans
Dog-friendly office: we can’t wait to meet your furry friend!

Sounds interesting? We are excited to get to know you!

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