Head of Supplier Enablement
Job description
About the role
Join GetYourGuide in redefining how the world discovers and books travel experiences. In this role, you will own the global support engine that independent suppliers rely on to operate successfully on our platform. Your primary mission is to transform this function into a true supplier success organization, ensuring fast, reliable, and accurate operational support for all partners. You will evolve current operations into a structured supplier success function that proactively reduces friction and protects marketplace health. You will lead three distinct teams under a single operational umbrella, aligning their efforts to create a seamless experience for suppliers across all regions and channels. Collaboration with Product, Supply, Sales, and Finance will be central to your daily responsibilities as you advocate for supplier needs in strategic initiatives.
Key facts
What you'll do
Drive the end-to-end supplier support experience by setting clear standards, processes, and ownership across all regions and service channels.
Define and monitor key performance indicators such as response times, First Contact Resolution, quality metrics, supplier CSAT, NPS, and backlog health to measure team effectiveness.
Ensure consistent, high-quality support for all suppliers, regardless of whether they operate under a managed service model or a self-serve model.
Act as the primary senior escalation point for complex operational issues related to the Principal Model, payouts, policies, incidents, and connectivity partners.
Analyze recurring issues and drive the creation of improved processes, playbooks, and policies to resolve them efficiently and at scale.
Build monitoring, reporting, and early warning systems to detect trends in supplier behavior or system performance and trigger cross-functional fixes.
Directly lead and develop three specialized teams: Supplier Experience, Principal Model Operations, and Connectivity Support.
Set ambitious yet achievable goals, ownership structures, and standards for each team to maximize their impact on supplier success.
Champion cross-functional collaboration with Supply, Sales, Product, Finance, Legal, and Communications to ensure support readiness for new initiatives.
Provide transparent, simple, and regular reporting on supplier support health, emerging risks, and performance trends to senior leadership.
Cultivate a high-trust, high-accountability team culture that emphasizes ownership, continuous improvement, and operational excellence.
Champion diversity and inclusion within your teams, ensuring that diverse perspectives strengthen problem-solving and service design.
Streamline documentation, workflows, and standards so they remain current, easy to understand, and practical for daily use by support teams and suppliers.
Act as a peer leader within the Care department while reporting into the Director of Care, influencing strategy and operations without direct authority over all functions.
Requirements
Bring a minimum of 8 years of professional experience in operations, customer success, or service delivery roles within complex environments.
Possess a proven track record of managing supply-side partners or independent sellers in a two-sided marketplace or platform business, not only managing enterprise accounts.
Demonstrate at least 4 years of experience leading other managers or senior ICs who themselves manage teams, showing experience in multi-team organizational structures.
Show a strong history of owning end-to-end operational processes from design through implementation, monitoring, and continuous optimization.
Exhibit advanced skills in data interpretation and using metrics to drive decisions, including the ability to create dashboards and reports that clarify performance.
Have a deep understanding of marketplace dynamics, including how incentives, policies, and support structures impact supplier behavior and outcomes.
Display exceptional written and verbal communication skills, with the ability to translate complex operational issues into clear narratives for diverse audiences.
Commit to working closely with cross-functional stakeholders to align on priorities, resolve dependencies, and implement solutions that protect the marketplace.
Nice to have
Experience in building and scaling support organizations in fast-growing marketplaces or platform businesses.
Background in API and connectivity partner management, especially within travel or digital commerce environments.
Familiarity with product analytics tools and techniques to derive insights that improve supplier experiences.
Practical notes
The role is based in Berlin at our headquarters.
This is a full-time position with standard working hours aligned with the company schedule.
No visa sponsorship information is provided in the source material.
Application deadlines are not mentioned in the source material.