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GetYourGuide is a global marketplace connecting travelers with unique activities and experiences. The Care team sits at the intersection of customer experience, operational excellence, and business strategy, serving travelers, suppliers, and partners.
As Care Strategy Lead for Partner Support & Success, you will be a senior individual contributor owning the strategic agenda for how Care serves and grows supplier and partner relationships. You will directly impact stakeholder satisfaction and GMV through strategic initiatives and cross-functional influence.
Key responsibilities include:
- Define and own the partner and supplier support strategy, translating company OKRs into a clear, prioritized Care roadmap
- Own the quarterly Voice of Partner process: capture, synthesize, and act on partner feedback at scale, creating meaningful feedback loops into Product, Supply, and Care leadership
- Set and own partner target-setting, defining and tracking CSAT and success metrics (GMV contribution, contact rate, resolution quality) on yearly and quarterly bases; diagnose root causes and translate findings into strategic recommendations
- Lead strategy definition for long-term, transformational projects in partner support and success, owning the vision, business case, and cross-functional alignment
- Own specific high-impact programs to operationalize partner strategy, taking initiatives from definition through delivery and measurable outcomes
- In early months, lean into supplier support to absorb best practices and adapt them for the partner context
- Influence Product and Supply teams by representing the partner perspective in cross-functional forums and shaping upstream decisions affecting partner experience
- Leverage AI to accelerate strategic work: synthesize unstructured feedback, build custom workflows for insight capture and reporting, and drive AI adoption across Care
- Identify structural gaps in how Care serves partners and turn them into roadmap-ready initiatives with clear business cases, success metrics, and stakeholder alignment
You will work in a hybrid model with three days in-office collaboration (Mon, Tue, Thu) and two days optional at-home focus time, with flexibility to work remotely for 30 days per year globally.
Requirements:
- 7+ years of experience in strategy, customer success, or related field in fast-paced environments (marketplace, SaaS scaleup, consulting, B2B platform); global or multi-market context experience is a plus
- Proven track record of owning and delivering strategic programs end-to-end, from problem definition through measurable business impact
- Strong cross-functional influence skills: ability to move senior stakeholders in Product, Supply, and commercial teams without direct authority, building credibility through insight and rigor
- Analytically sharp and data-driven: define KPIs, interrogate data, build clear narratives from quantitative and qualitative signals
- Demonstrated experience as an AI Power User: actively use AI for strategic synthesis and analysis, build workflows and automations, help others do the same; concrete examples of impact required
- Deep empathy for external stakeholders (suppliers, partners, customers); driven by improving their experience and connecting it to business outcomes like CSAT and GMV
- Excellent English communication skills, written and verbal; ability to tailor strategic narratives for frontline teams and VPs
- Comfortable operating in ambiguity: structure messy problems, create clarity, move teams forward without perfect information
Preferred qualifications:
- Background in customer success, partner success, or service design in marketplace or platform environments
- Experience in online travel, e-commerce, or two-sided marketplace businesses
- Familiarity with support tooling and data platforms (Zendesk, Salesforce, SQL/BI tools, CSAT measurement frameworks)
- Experience building or scaling voice-of-customer or voice-of-partner programs
