NPS Program Manager

| Austin | Hybrid
Sorry, this job was removed at 3:51 a.m. (CST) on Wednesday, March 15, 2017
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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. 

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 customer experience team aims to delight HomeAway’s customers (travelers and partners) by creating a trustworthy marketplace, providing world-class support and relentless advocating for customer needs. 

What you will do:

  • Lead the data gathering, analysis, insight generation and presentation of information across the organization.
  • Partner with Product, Engineering, and Marketing to create real time NPS collection across all product and customer segments
  • Influence the increase of NPS review velocity from quarterly to weekly
  • Drive inbound and outbound NPS reporting: establish priorities and SLAs for leading both reactive research and forward thinking insights
  • Evangelize the end user experience architecture by collaborating, engaging, and influencing improvement initiatives 
  • Experience architecture by collaborating, engaging and influencing business/customer experience improvement initiatives
  • Analyze NPS data from A/B tests across customer segments to improve the customer experience by partnering with Product on recommendations to the business
  • Create, track and articulate: NPS dashboards, customer experience ratings scores, customer feedback/sentiment, key drivers and other relevant metrics
  • Impact the global brand by identifying and driving continuous product improvements based directly on customer feedback, data, and experiences across the HomeAway network of sites.
  • Drive the increase velocity of improvements based on the real-time understanding of customer friction- allowing the global product team to iterate quickly to improve experience/conversion. 

You have:

  • 6+ years of work experience with at least 3 years in a market research or business analyst role
  • Deep understanding of quantitative and qualitative market research techniques
  • Strong analytical background with a love for data
  • Ability to identify optimal research approach to meet given objectives is critical
  • Strong sense of ownership, a passion for getting results and a desire to question the status quo
  • Ability to lead change and influence various partners, supported by communication, presentation and influencing abilities
  • Advanced in PowerPoint, Excel, and Word and experience with data reporting/analysis, data visualization and text analytics tools
  • Bachelor's Degree in Business, Marketing, Analytics or relevant background

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
  • Electric, adjustable stand-up desk
  • Discounted Metro & Rail pass
  • Casual dress code
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Location

Expedia Group has three offices in the Austin area with a 16-story building now open in the Domain.

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