Head of Supplier Enablement

Change the way the world travels

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 its 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 take the first step.

Team mission

As Head of Supplier Enablement (Success) you will own the global support engine suppliers rely on to run their business on GetYourGuide. Your teams make sure suppliers get fast reliable correct operational support whether or not they have an account manager and that complex issues are owned escalated and resolved endtoend.

You will lead three teams:

• Supplier Experience daily supplier support and experience
• Principal Model Operations execution of Principal Model practices and standards(inventory acquisition)
• Connectivity Support support for APIs and connectivity partners

You report into the Director of Care act as a peer lead within the department and work closely with Product and Supply to reduce friction for suppliers and protect marketplace health.

Your mission

• Own the supplier support engine
• Own the endtoend supplier support experience across all regions and channels.
• Set and manage KPIs (e.g. response times First contact resolution quality supplier CSAT/NPS backlog health).
• Ensure consistent support for all suppliers regardless of service model.
  
  
• Drive operational excellence and escalations
• Act as the senior escalation point for major supplier operational issues (Principal Model payouts policies incidents connectivity).
• Improve processes playbooks and policies to handle recurring issues efficiently and consistently.
• Build monitoring and reporting to spot trends early and trigger crossfunctional fixes.
• Lead Supplier Experience Principal Model Ops and Connectivity Support ( 3 teams reporting to you)
• Set clear goals ownership and standards for each team.
• Ensure strong routing case ownership and handovers between teams and other Care functions.
• Keep documentation workflows and standards simple current and easy to use.
  
  
• Partner crossfunctionally
• Work with Supply Sales Product Finance Legal and Communications on changes that impact suppliers ensuring the support engine is ready.
• Represent supplier operational needs in new product policy and marketplace initiatives.
• Provide regular simple reporting on supplier support health and key risks to senior leadership.
  
  
• Lead leaders and build culture
• Lead and develop people managers and senior Independent Contributors; build leadership capacity in your teams.
• Foster a hightrust highaccountability culture focused on ownership simplicity and continuous improvement.
• Champion diversity and inclusion within your teams.

Your toolkit

• Experience
• 8 years in operations customer success or service delivery ideally in a B2B marketplace or platform environment.
• 4 years leading leaders and multiteam organizations.
• Proven track record running complex support/ops functions with clear KPIs and continuous improvement.
  
  
• Leadership & Mindset
• Empathetic handson people leader with a high performance bar.
• Strong operations mindset: comfortable with queues SLAs workflows capacity planning and process design.
• Able to operate in ambiguity and create clarity focus and simple priorities for teams.
  
  
• Analytical & Execution Skills
• Strong analytical skills; confident using data and dashboards to understand performance and set priorities.
• Experience standardizing processes and driving operational improvements across regions or functions.
• Familiarity with support tooling automation in operations.
• Engaged with AI practices and tools
  
  
• Collaboration & Communication
• Excellent stakeholder management across Product Tech Supply and regional teams.
• Clear concise communicator in English able to adapt from frontline to Clevel audiences.

Extras that give you an edge

• Marketplace/Travel Marketplace industry experience
• Sales team particular account management experience

How well make your career journey extraordinary

• 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

How to apply

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 dont hesitate to get in touch at .

Were an equal opportunities employer

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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