HomeAway is seeking an experienced program manager who thrives in a dynamic, fast-paced environment to join our Global Risk Management and Analytics team. The successful candidate will be laser-focused on identifying, implementing and optimizing opportunities to manage risk and oversee HomeAway’s Book with Confidence Guarantee™ program. Needed skill sets include being able to 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.
Primary Responsibilities:- Become the subject matter expert for the Book with Confidence Guarantee and all processes, paths and practices that can contribute to it across all customer touch points and business practices
- Partner with Customer Experience, Legal and Trust and Security teams to create, implement and monitor programs related to the Book with Confidence Guarantee with focus on eliminating
- Continually analyze existing programs to measure effectiveness, expand, improve and justify or close
- Network relentlessly across the company to create partnerships and implement successful Customer Experience and Risk Management initiatives to support HomeAway’s commitment to the Book with Confidence Guarantee
- Define, design, monitor and present measurable key results for each initiative
- Act as a critical member of the appropriate product line teams and partner with key product managers to advocate for improvements to new and existing products and programs as well, considerations to the Book with Confidence Guarantee program
- Remain focused on the traveler’s experience and demonstrate commitment to creating a trustworthy marketplace and eliminating negative traveler experiences across the marketplace
- Act as the spokesperson and advocate for Book with Confidence risk management and customer experience
- Partner with Financial Planning, Trust and Security, Customer Experience reporting and analytics teams to understand, support and expand models and reporting
- Develop, analyze and continuously improve risk management business models related to the Book with Confidence Guarantee
- Act as a subject matter expert and create a forward-looking strategy to enhance and expand the program in order to ensure peace of mind throughout the traveler’s experience using HomeAway

Candidate Profile:- 7+ years of Program/Project Management experience in a high-tech company, preferably in a B2C e-commerce environment and with customer support experience
- Proven ability to understand processes, identify opportunities, evaluate trade-offs and present recommendations
- High level of initiative, passion, and desire to create a world-class experience for customers
- Demonstrated experience driving projects across teams including customer support, reporting, engineering, IT and product development
- Ability to lead teams through issue resolution and risk management
- Excellent written and spoken communication skills, including the ability to present complex concepts to highly engineering and non-engineering stakeholders
- Proven ability to define, design, monitor and present measurable key results
- Comfortable presenting to large internal groups and leadership team members
- Proven track of record managing multiple, ongoing complex projects and implementing of e-commerce applications, while delivering on schedule
- BA/BS required preferably in Computer Information Systems, Business Administration or related fields (applicable experience may be substituted)

Benefits:
- Great Medical & Dental Plans
- Competitive Compensation
- Target Annual Bonus
- 4 weeks Paid Vacation
- 401k Matching
- Free Snacks and Beverages
- Bi-weekly company update talks with our C-Team
- Free Listing on HomeAway.com

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.