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 growing its Customer Experience leadership team and is looking for a Head of Trust & Security Operations to lead our teams based in North and South America. This role will report directly to the Vice President of Americas Customer Experience and will manage the team of T&S Managers and Specialists supporting our many brands including HomeAway, VRBO, VacationRentals,and Alugue Temporada. This position will be an integral member of the Americas leadership teams in an increasingly high-profile function. We are looking for an individual who can lead our regional T&S operational efforts in achieving low fraud rates, high service levels and high net promoter scores for both customers and employees. Equally important, we are looking for a leader who can partner with the business to continuously improve our products and services.

On a typical day, you might be helping managers triage a contact spike from a phishing incident; coordinating with the Global Head of Risk Management on the flow of rules-engine based scripts to the workflows of the operations teams; aligning with global counterparts on a proposed new process or policy change; coordinating operational performance with other leaders in the Americas operating centers; reviewing team and claims KPIs; representing T&S at product line team meetings to ensure appropriate policies and readiness are developed; and providing coaching to members of the team.

Responsibilities (including but not limited to):

• Strategically lead the Americas T&S team and be viewed as a role model by the organization.
• Be a functional thought-leader in all aspects of HomeAway Trust and Security, propose significant enhancements to the business operations and execute programs to continuously improve our performance.
• Document policies and procedures, set goals, review operational service levels, adherence to guidelines, and performance managing the organization.
• Monitor claims payouts to ensure effective tracking and process consistency.
• Develop and adhere to financial budget and forecasts.
• Ensure proper demand forecasting, capacity planning and agent scheduling processes to ensure efficient operations.
• Provide leadership and an escalation path for internal and external/customer issues pertaining to Americas T&S issues.
• Lead development of formal training curriculum for new and established team members.
• Partner with the greater Customer Experience organization to ensure T&S processes provide for both a trustworthy marketplace and a strong customer experience.
• Develop and maintain subject matter expertise pertaining to our business and support offerings as well as the back-end T&S tools used to service our customers.
• Provide feedback on policies and procedures to help identify strategic and operational inefficiencies, as well as potential exposure to senior management.

Qualifications:

• 7+ years of experience in Customer Operations, or related field. Superstar analytical and people management abilities are more important than direct fraud/risk experience.
• 7+ years of managerial experience, including at least 3 years managing managers.
• Exemplary communication and leadership skills.
• Proven track record of delivering strong results in complex, rapidly-changing environments with high operational involvement
• Demonstrated ability to hire/develop top talent and drive organizational change.
• Proven track record of working effectively with remote teams.
• Consumer e-commerce experience required, with advanced knowledge of the travel industry and online marketplaces as a significant plus.
• Strong knowledge of CRM software applications, MS Office and customer operations tools required.
• Bachelor’s degree required with advanced degree preferred.

Location:

• Position will be based in Austin, TX, with requirements to split time between our North and South office operating centers.
• Up to 20% travel may be required, including internationally.

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