About Us:

Have you ever had the opportunity to impact the lives of millions of people in a meaningful way and help them enjoy time away with their friends and families building memories? 

That is what we do here at HomeAway.com, an Expedia Inc. company. We are the leading vacation rental website in the world with more than one million online bookable vacation rentals. Our mission is to make every vacation rental in the world available to every traveler in the world through our online marketplace and we're committed to helping families and friends find the perfect vacation rental to create unforgettable travel experiences together. 

The Opportunity

HomeAway is seeking an experienced data analyst who thrives in a dynamic, fast-paced environment to join our Global Customer Experience Operations team. The successful candidate will be laser-focused on analyzing customer support contacts for patterns that help the team better understand who is calling and why. This analysis will be leveraged to drive customer support operational efficiencies and improve the customer experience both with customer support and our products. We are searching for a detail-oriented, self-directed team player with extensive experience working in a highly dynamic and collaborative environment, and the proven ability to communicate effectively with technical and non-technical partners at various levels within the organization.

Primary Responsibilities:

• Analyze customer support contact to determine correlations, contact patterns, trends and opportunities
• Continually look for new ways to analyze data and follow threads to discover actionable opportunities to increase efficiencies and improve the customer experience
• Present actionable findings to stakeholders, partner with business program managers and trainers to implement programs and measure the results
• Work with our reporting and analytics team to assist in architecting and implementing additional reporting and analysis capabilities
• Continually improve and propose opportunities to improve existing contact analysis capabilities 
• Become the subject matter expert on contact drivers and analysis for HomeAway Customer Experience
• Collaborate across teams to expose any hidden contact drivers not shown through reporting

Candidate Profile:

• 5+ years of operational data analysis experience preferably in a customer support environment
• A passion for numbers and analysis
• Excellent written and spoken communication skills
• MS SQL skills - able to write select statements and a desire to develop more advanced skills
• Advanced Excel data manipulation and aggregation skills
• Knowledge of statistics and data analytics methods
• Comfortable presenting to large internal groups and leadership team members
• BA/BS required preferably in Math, Data Science, Business Administration or related fields (applicable experience may be substituted)
• High level of organization and attention to detail
• Familiarity with mining data from CRM and telephony systems is a plus
• Must be creative and comfortable translating business requirements into technical requirements
• Comfortable working on multiple projects at one time
• Must work well within a collaborative team environment
• High level of initiative, passion, and desire to create a world-class experience for customer
• A proactive attitude to resolve problems and deliver results
• Ability to thrive in a fast-paced, ever-changing environment

Benefits:

• Competitive health and insurance benefits
• Competitive salary
• Annual target bonus or commission
• Paid vacation and sick time
• Vacation rental on a yearly basis (taxable benefit)
• Employee Stock Purchase Program
• Free snacks and beverages
• Frequent company update talks with our leadership team
• Free listing on HomeAway.com
• Electronic, adjustable stand-up desk
• Discounted Metro & Rail pass
• Casual dress