Chief of Staff, Customer Happiness (all genders)

Munich, Germany

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Holidu is one of the world’s fastest-growing vacation rental technology companies. Our mission is to make booking and hosting holiday homes free of doubt and full of joy, by helping hosts generate more bookings with less work and helping guests find a holiday home they truly enjoy. Our team of 700 colleagues from 60+ nations shares a passion for tech, an ambition for constant improvement, and a relentless drive to bring the best experience to more than 40k vacation rental hosts and 4 million annual guests.

Your future team

At Holidu, we're on a mission to make holiday rentals easy and enjoyable - for hosts and guests alike. Our Customer Happiness team is at the heart of that mission: around 65 people working across specialized sub-teams and a network of vendor partners (of around 300 stakeholders), spanning 6 countries and handling millions of customer interactions every year - all focused on delivering outstanding customer success at scale. We move fast, care deeply, and believe that great operations and happy customers go hand in hand.

The newly created role “Chief of Staff, Customer Happiness” reports directly to our Director of Customer Happiness and is designed for someone who is ready to lead, not just coordinate. From day one, you will own critical programs, drive strategic decisions, and represent the department at the highest level. We are looking for someone who has the ambition and capability to run this department themselves and who sees this role as the launchpad to do exactly that.

If you're energized by pace, thrive in a senior leadership context, and genuinely care about the experience on both sides of a holiday rental, we'd love to meet you.

Your role in this journey

As our Chief of Staff, Customer Happiness, you'll be the connective tissue of the department making sure the right things happen, in the right order, with the right people involved. You set the direction, own the outcomes, and are accountable for the results.

Your key responsibilities include:

Own and deliver our most critical cross-team programs from strategy to execution. You define the project management frameworks, set clear goals and ownership, and hold teams accountable - making sure the right things happen at the right time, every time.
Drive department performance on key metrics including cost efficiency, productivity, resolution time, and customer satisfaction. You don't just track numbers, you diagnose what's driving them, decide what needs to change, and lead the programs that make it happen.
Lead alignment across sub-teams in call center operations, customer success, workforce management, and customer happiness excellence. You spot misalignments early, make the call on how to resolve them, and create the conditions for the department to move as one.
Be the strategic voice of the department in cross-functional conversations with Tech, BI, Finance, and Marketing. You represent Customer Happiness at senior level, bring a clear point of view, and push for decisions that move things forward.
Shape Holidu's customer operations strategy together with the Director of Customer Happiness using your full visibility across the department to identify what's working, what isn't, and where we need to go next.
Step into a leadership capacity when needed, providing continuity and direction across sub-teams in the Director's absence

Your backpack is filled with

What you bring to the table (essential qualifications):

Multiple years of experience in program management, project management or strategy (in an operational context), ideally in a scale-up, high-growth tech, or marketplace environment
Hands-on experience working in or closely with a large customer-facing function such as customer success, customer service operations, or client management - you understand the reality of running these teams, not just the theory
Proven leadership experience: you have already managed a team, led a function, or held an interim head-of role in a customer management or operations context. You are comfortable and credible in a senior leadership capacity.
A proven track record of driving complex, cross-functional projects to completion without direct authority. You know how to get things done through influence, clarity, and trust
Analytical confidence: you can read data, ask the right questions, and turn insights into action without needing to be a data specialist
Strong written and verbal communication skills. You adapt your tone naturally, whether you're talking to a frontline team lead or a senior stakeholder. Professional proficiency in English is a must. Spanish or German is a strong advantage.
You thrive in a fast-moving environment and can switch contexts without losing focus
Exposure to AI, automation, or digital transformation initiatives in a customer operations setting - you don't need to be an engineer, but you're comfortable and curious in those conversations
Willingness to travel regularly (monthly or every other month) to Málaga, where part of our Customer Happiness team is based.

Our adventure includes

Impact: Shape the future of travel with products used by millions of guests and thousands of hosts. At Holidu ideas become products, data drives decisions, and iteration fuels fast learning. Your work matters - and you’ll see the impact.
Learning: Grow professionally in a culture that thrives on curiosity and feedback. You’ll learn from outstanding colleagues, collaborate across disciplines, and benefit from mentorship, and personal learning budgets - with a strong focus on AI.
Great People: Join a team of smart, motivated and international colleagues who challenge and support each other. We celebrate wins and keep our culture fun, ambitious and human. Our customers are guests and hosts - people we can all relate to - making work meaningful and energizing.
Technology: Work in a modern tech environment. You’ll experience the pace of a scale-up combined with the stability of a proven business model, enabling you to build, test, and improve continuously.
Flexibility: Work a hybrid setup with 50% in-office time for collaboration, and spend up to 8 weeks a year from other inspiring locations. You’ll stay connected through regular events and meet-ups across our almost 30 offices.
Perks on Top: Of course, we also offer travel benefits, gym discounts, and other perks to keep you energized - but what truly sets us apart is the chance to grow in a dynamic industry, alongside amazing people, while having fun along the way.

Need a sneak peek?
Check out the adventure that awaits you on Instagram @lifeatholidu

Want to travel with us?

Apply online on our careers page! Your first travel contact will be Carmen from HR.

We are committed to diversity in all aspects of our business. We encourage applications from all genders, all corners of the world and all individual backgrounds. You are welcome to submit your application without a photo and without stating your gender, date of birth, marital status, nationality or disability status (if applicable). If you require any special assistance when arranging interviews, office visits or the recruitment process in general, please contact the relevant HR person responsible for this job and we will do our best to accommodate your needs.