HomeAway is seeking an experienced program manager who thrives in a dynamic, fast-paced environment to join our Global Customer Experience Operations team. The successful candidate will be laser-focused on identifying, implementing and optimizing opportunities that leverage the Customer Experience portfolio of tools to optimize the experience for our internal and external customers. We need someone who can manage a portfolio of projects that require cross-company collaboration and a focus on measuring results and evaluating trade-offs. 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.

As part of the Customer Experience organization, the goals of this position include having a global impact on key Customer Experience KPIs, such as contact rate, first contact resolution, CSAT, productivity, reduction in technical debt and workflow efficiency. The Program Manager will serve as an internal customer expert combining business knowledge, end-user feedback, and tools usage data define the requirements for a world class experience for our customers.

Primary Responsibilities: 

• Collaborate with business analysts to understand and create requirements based on business needs and ROI
• Partner with technical product managers to implement features based on provided business requirements
• Become the subject matter expert in the Customer Experience toolset, along with policies and procedures associated with those tools
• Define, design, monitor and present measurable key results for each initiative
• Consider trade-offs between cost, schedule, and business benefit, and ensure successful delivery of features in production that meet customer experience needs
• Partner with the reporting and analytics teams to understand, support and expand metrics when needed
• Contribute to requirements gathering and evaluation of new and replacement tools/vendors with a focus on world class support and global scalability
• Coordinate and collaborate with CS management, content management, product marketing, marketing and product teams on new program feature rollouts

Candidate Profile: 

• 3-5+ years of Program or Product Management experience
• Demonstrated experience driving projects across teams including customer support, reporting, engineering, IT and product development
• Experience utilizing web analytics and data analysis to aid business decisions
• Ability to lead teams through issue resolution and risk management
• Customer Support background preferred
• Excellent communication skills (written and verbal); proven ability to work with cross-functional teams to drive execution against project milestones and deliverables
• High level of initiative and desire to create a world-class user experience for our customer support teams
• BS or BA in Computer Information Systems, Business Administration or related field (applicable experience may be substituted)
• Must be willing to travel up to 10% Internationally

Benefits:
• Great Medical & Dental Plans
• Highly Competitive Pay
• Target Annual Bonus
• 4 weeks Paid Vacation
• Employee Purchase Discount Plan
• Discounted vacation rental on a yearly basis (taxable benefit)
• Free drinks & snacks
• Weekly company update talks with our leadership team
• Free Listing on HomeAway.com
• Discounted Metro Bus & Rail pass
• Electronic adjustable stand up desk
• Casual dress code