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As Head of Supplier Enablement (Success), you will own the global support engine suppliers rely on to run their business on GetYourGuide and its transformation into a true supplier success. 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 continue the evolution of this ops function into a supplier success function.
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.
- 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.
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- 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.
- Measurably contribute to supplier retention and activation
- 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.
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- Partner cross‑functionally
- Work with Supply, Sales, Product, Finance, Legal, and Communications on changes that impact suppliers, ensuring the support engine is ready. You are comfortable asserting influence without structural authority.
- 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.
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- Lead leaders and build culture
- Lead and develop people managers and senior Independent Contributors; build leadership capacity in your teams.
- Foster a high‑trust, high‑accountability culture focused on ownership, simplicity, and continuous improvement.
- Champion diversity and inclusion within your teams.
- Experience
- 8+ years in operations, customer success, or service delivery, with proven experience in a two-sided marketplace or platform business, managing supply-side partners rather than enterprise accounts alone.
- 4+ years leading leads. managing people who themselves manage teams, across a multi-team organization of comparable scale (30+ people).
- Proven track record running complex support/ops functions with clear KPIs and continuous improvement.
- Proven experience shifting a function from reactive to proactive, with measurable outcomes in retention, activation, or supplier satisfaction
- Leadership & Mindset
- Empathetic, hands‑on 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.
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- 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.
Hands-on, current use of AI tools in your own workflow, able to speak concretely about specific tools and problems solved.
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- Collaboration & Communication
- Excellent stakeholder management across Product, Tech, Supply and regional teams.
- Comfortable quantifying the business impact of your work in specific, concrete terms, not just describing the process behind it.
- Clear, concise communicator in English, able to adapt from frontline to C‑level audiences.
- Marketplace/Travel Marketplace industry experience
- Sales team particular account management experience
- 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…
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 don't hesitate to get in touch at [email protected].
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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