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About the Role

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 ensure suppliers receive fast, reliable, and correct operational support, and that complex issues are resolved end-to-end. You will lead the evolution of this function into a supplier success role, overseeing Supplier Experience, Principal Model Operations, and Connectivity Support teams. You report into the Director of Care and collaborate with Product and Supply teams to reduce friction and maintain marketplace health.

Responsibilities

Own the supplier support engine and end-to-end supplier support experience across all regions and channels.
Set and manage KPIs, including response times, First Contact Resolution, quality, supplier CSAT/NPS, and backlog health.
Serve as the senior escalation point for major supplier operational issues such as Principal Model, payouts, policies, incidents, and connectivity.
Improve processes, playbooks, and policies for efficient and consistent handling of recurring issues.
Build monitoring and reporting to identify trends and trigger cross-functional fixes.
Lead Supplier Experience, Principal Model Operations, and Connectivity Support teams.
Set clear goals, ownership, and standards for each team.
Ensure strong routing, case ownership, and handovers between teams and other Care functions.
Maintain simple, current, and easy-to-use documentation, workflows, and standards.
Partner with Supply, Sales, Product, Finance, Legal, and Communications on supplier-impacting changes, ensuring the support engine is prepared.
Assert 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.
Lead and develop people managers and senior ICs, building leadership capacity within teams.
Foster a high-trust, high-accountability culture focused on ownership, simplicity, and continuous improvement.
Champion diversity and inclusion within teams.

Requirements

8+ years in operations, customer success, or service delivery, with proven experience in a two-sided marketplace or platform business, managing supply-side partners.
4+ years leading leads, managing people who 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.
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.
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.
Excellent stakeholder management across Product, Tech, Supply and regional teams.
Comfortable quantifying the business impact of your work in specific, concrete terms.
Clear, concise communicator in English, able to adapt from frontline to C-level audiences.
Marketplace/Travel Marketplace industry experience is a plus.
Sales team particular account management experience is a plus.

Skills

Operations
Customer Success
Service Delivery
Two-sided Marketplace Management
Platform Business Management
Supply-Side Partner Management
Team Leadership
KPI Management
Escalation Management
Process Improvement
Playbook Development
Policy Development
Monitoring and Reporting
Cross-functional Collaboration
Stakeholder Management
Data Analysis
Dashboard Utilization
Process Standardization
Operational Improvement
Support Tooling
Automation
AI Tools
Communication
Business Impact Quantification

Location

Berlin HQ
New York
Bangkok

Work Type

Hybrid
Work from anywhere in the world for 30 days per year

Experience Level

8+ years in operations, customer success, or service delivery
4+ years leading leads

Benefits

Annual personal growth budget
Mentorship programs
Work from anywhere in the world for 30 days per year
Hybrid working approach (three days in office, two days remote)
Opportunities to collaborate and socialize with team members
Quarterly team events
Yearly company-wide events
Monthly transportation budget
Monthly fitness budget
Discounts on GetYourGuide activities
Language reimbursement program
Health and wellness benefits

About the Company

GetYourGuide connects people with unforgettable travel experiences around the world.
Millions rely on GetYourGuide for unique activities they can trust.
The company is committed to making every journey extraordinary.

Equal Opportunity

We are an equal opportunities employer.
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.