GetYourGuide
HeadofSupplierEnablement
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“Head of Supplier Enablement at GetYourGuide. Skills: Supplier Support Engine, Operational Excellence, Cross-functional Partnership, Leadership. Own the supplier support engine. Own the end-to-end supplier support experience”
What You'll Achieve.
response times; First contact resolution; quality; supplier CSAT/NPS; backlog health
Industry & Context.
Work from anywhere in the world for 30 days per year
What They're Looking For.
Must Have
8+ years in operations, customer success, or service delivery, 4+ years leading leaders and multi-team organizations, Proven track record running complex support/ops functions with clear KPIs and continuous improvement, Leadership 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, Excellent stakeholder management across Product, Tech, Supply and regional teams, Clear, concise communicator in English
Nice to Have
Marketplace/Travel Marketplace industry experience, Sales team particular account management experience
What You'll Do.
Own the supplier support engine
Own the end-to-end supplier support experience
Ensure consistent support for all suppliers
Drive operational excellence and escalations
Act as senior escalation point
Build monitoring and reporting
Lead Supplier Experience
and Connectivity Support
Partner cross-functionally
Represent supplier operational needs
Lead leaders and build culture
Lead and develop people managers
high-accountability culture
Champion diversity and inclusion
How You'll Work.
Team & Collaboration
Work closely with Product and Supply; Partner with Supply, Sales, Product, Finance, Legal, and Communications; Represent supplier operational needs in new product, policy, and marketplace initiatives; Collaborate and socialize with team members
Communication Scope
Clear, concise communicator in English; adapt from frontline to C-level audiences
Full Job Description
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 it’s 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 getyourguide.careers 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 end‑to‑end. You will lead three teams: Supplier Experience – daily supplier support and experience Principal Model Operations – execution of Principal Model practices and standards 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 end‑to‑end 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 cross‑functional fixes. Lead Supplier Experien
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