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Head of Operations & Customer Success - Ticketing

GetYourGuide

GetYourGuide

This job is no longer accepting applications

See open jobs at GetYourGuide.
Customer Service, Sales & Business Development, Operations
Berlin, Germany
Posted on Saturday, December 30, 2023

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.

Important notice: Protect yourself from recruitment scams

#LI-Hybrid

Our global benefits

Finance
Focus on your financial future
  • Attractive salary
  • Attractive company pension scheme
  • Virtual Share program
  • Public transport benefit
  • Referral bonuses for bringing new talent on board
  • Corporate discount program on exclusive and attractive services
Finance
Focus on your financial future
  • Attractive salary
  • Attractive company pension scheme
  • Virtual Share program
  • Public transport benefit
  • Referral bonuses for bringing new talent on board
  • Corporate discount program on exclusive and attractive services
No items found.

Benefits at GetYourGuide

Berlin

Monthly allowance for transport (Deutschland ticket or bike leasing)
Virtual stock options so you can become part of our success
Bonuses for successful employee referrals
Company contributions to personal pension plans
40 days per year for telecommuting
20% discount for friends & family on GetYourGuide activities
25 vacation days; +1 for each additional year up to a cap of 28
Discounted Urban Sports Club membership
Mental wellbeing services with nilo.health
In-house gym and fitness classes
Annual flu shots
1,000€ yearly for courses and training
Language course reimbursement
Regular meetups, workshops, and hackdays
Mentorship program
Access to AI tools like ChatGPT and GitHub Copilot
10 days of paid educational leave every 2 years
Weekly catered brunches, lunches, and snacks
Extra days off when holidays land on weekends
Annual GetYourGuide Summits. See what one looks like.
Partner discounts including FutureBens, Plant Club, 19Grams, and more

Next up

This job is no longer accepting applications

See open jobs at GetYourGuide.