Head of Care Experience and

Strategy

About GetYourGuide

GetYourGuide is the globally leading marketplace for unforgettable travel experiences. Travelers use GetYourGuide to discover the best things to do in a destination. Since its founding in 2009, people from all over the world have booked more than 200 million tours, activities, and attraction tickets through GetYourGuide. Powered by a global team of over 800 travel experts and technologists, we are headquartered in Berlin and have 15 local offices around the world. Visit our careers website to learn more.

Team mission

As the Head of Strategy, Policy and Projects for the Care team, you will support and execute on a strategic roadmap to drive company wide initiatives which facilitate large scale business transformations. With your passion to strive for the highest level of customer satisfaction, you will champion driving the best channel strategy mix with the overall goal to support cross department/cross GetYourGuide innovation. This role reports to the Global Director of Care.

You will:

Strategy and Policy

• Create & execute the Care channel strategy supporting all stakeholders served by Care. The strategy will include identifying new channels, channel purpose and service level.
• Translate broader GetYourGuide strategy into policy (refunds, zero tolerance for poor supplier behavior etc) and support project management of new capabilities impacting the entire department.
• Develop and implement performance metrics and KPIs to monitor and enhance effectiveness.

Technology and New Capabilities:

• Identify and implement tools and technologies to streamline Care operations and improve efficiency.
• Collaborate with Product, Engineering and other departments to integrate and optimize channel tools.

Evolve Care Function:

• Foster a culture of continuous improvement and innovation within the Care operations team.
• Stay abreast of industry best practices and incorporate them into the Care strategy.
• Lead cross-department and cross-company initiatives to enhance the customer journey and deliver business objectives through innovative support solutions.

Leadership and Collaboration:

• Lead, mentor, and inspire a team of operations professionals. Drive culture by role modeling the GetYourGuide Guiding Principles
• Collaborate with cross-functional teams including product, sales and marketing to ensure seamless customer/ supplier/partner experiences.
• Conduct regular performance reviews and provide feedback and coaching to team members.

Who you are

• 7+ years (10+ preferred) experience in operations with 5+ years experience building and leading teams
• Proven track record of successfully defining and implementing state of the art customer excellence and improvement processes with scale in mind
• Proven track record of building company level strategy and implementing it
• Thorough knowledge of quality management & training procedures and standards
• Proven track record of recruiting and developing a strong team
• Highly developed sense of integrity and commitment to customer satisfaction
• Data and process-oriented approach to solving problems
• Excellent command of English, knowledge of German is a plus
• Excellent written and verbal communication skills in English

How we set you up for success:

• Invest in your development with an annual personal growth budget
• Become a part of our success with virtual stock options
• Enjoy flexibility with a hybrid work-from-home and telecommuting policy
• Save on transportation costs with discounted public transportation tickets
• Support your loved ones with generous maternity and paternity leave policies

And more...

We look forward to hearing from you

Unlock your full potential and join our mission to create unforgettable experiences for millions around the world. If you have the skills and passion for joining our team, we invite you to apply by submitting your CV/resume in English through the form below. Check out how we hire for tips and visibility into our process and check out life at GetYourGuide. If you have any further questions, please do not hesitate to contact us via jobs@getyourguide.com.

We are an equal-opportunity employer

Our commitment is that every qualified person will be evaluated according to skills regardless of age, gender identity, ethnicity, sexual orientation, disability status, or religion. Please refrain from including your picture and age with the application.

Important notice: Protect yourself from recruitment scams

We want to ensure your safety during the application process. Please be aware of potential scammers impersonating GetYourGuide recruiters. Remember, GetYourGuide never requests payment or sensitive personal information during recruitment. All official job opportunities are exclusively posted on our Careers page. If you suspect fraudulent activity, report it to jobs@getyourguide.com. Stay vigilant and protect yourself from recruitment scams.

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