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 Care Experience & Strategy 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

• Develop and implement a scalable Care channel strategy to meet stakeholder needs.
• Translate company-wide goals into actionable policies (e.g., refunds, supplier standards).
• Define performance metrics and KPIs to measure and improve Care effectiveness.

Technology And Innovation

• Identify and implement tools and technologies to streamline operations and enhance efficiency.
• Collaborate with Product and Engineering teams to drive impactful solutions.

Continuous Improvement

• Lead cross-functional initiatives to enhance the customer journey and achieve business goals.
• Foster a culture of innovation and continuous improvement within the Care team.

Leadership

• Build, mentor, and inspire a high-performing team aligned with GetYourGuide’s Guiding Principles.
• Partner with cross-functional teams (e.g., Sales, Marketing, Product) to deliver seamless experiences.

Who You Are

• 7+ years in strategy and operations, including 3+ years managing teams.
• Proven track record of implementing scalable strategies and building strong teams.
• Customer-first mindset, with a data-driven approach to problem-solving.
• Fluency in English and strong communication skills.
• Experience in online travel, e-commerce, or marketplaces is a plus
• Background in customer service, customer success, or sales management 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 [email protected].

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 [email protected]. Stay vigilant and protect yourself from recruitment scams.