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 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 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. 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. 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. 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. 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. 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 multi‑team organizations. 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. Analytical & Exec