Head of Operations &

Customer Success - Ticketing

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, travelers from over 170 countries have booked more than 80 million tours, activities, and attraction tickets through GetYourGuide. Powered by a global team of over 700 travel experts and technologists, we are headquartered in Berlin and have 17 local offices around the world. Visit our careers website to learn more.

The role

For this role, we are looking for an entrepreneur with a passion for scaling GetYourGuide's SaaS Technology Business. You will be in the driver's seat, leading the Operations and Customer Success Team and steering the business to achieve ambitious targets by partnering with the Global Managing Director of our SaaS Technology Business. You will also collaborate with our Product & Engineering Teams to influence the product roadmap by translating market feedback and driving innovation.

The role is based in our Berlin, London, Vienna, Paris, or Barcelona office with an option to work in a complete hybrid setup.

You will:

• Collaborate with the Managing Director and Product/ Engineering Leads to define the company vision and drive the operational strategy
• Design the operational architechture, including processes, systems and tools, to setup the company for commercial success
• Translate strategy into actionable goals for performance and own the process of goal setting, performance management via OKRs, and annual operating planning
• Lead the Operations & Customer Success teams, manage the daily operations of the company by setting up scalable processes.
• Drive customer growth by setting up processes for effective onboarding of new customers and serve as a strategic advisor to enable large partners to maximize our solution's potential.
• Elevate customer satisfaction and revenue per customer through increased value shaping (e.g. new features, use-cases, etc.).
• Design data monitoring and reporting frameworks to generate actionable insights for sales, product, and operations.

Who you are

• 8+ years of Operations/ Customer Success/ Revenue Operations experience in a Saas company
• Ambitious personal growth expectations that match our agile & fast-paced environment
• Excellent and natural communication and social skills to establish and build great relationships with executive decision makers and leaders in GYG
• Strong analytical ability to analyze and interpret data from a variety of sources
• Natural problem solver with a result focused “can-do” attitude who loves to think creative and outside the box
• In all this, you are a real collaborative team player and agree with us that teamwork means working together towards a common vision professionally, with passion and fun
• Fluent in English, both written and verbal communication. Additional languages are a plus.

How we set you up for success:

• Invest in your development with an annual personal growth budget
• Create a comfortable workspace at home with an annual home office 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

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.

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