About Us:

HomeAway, based in Austin, Texas, is the world leader in vacation rentals with more than 2 million unique places to stay in 190 countries, and is a part of the Expedia, Inc. family of brands. 

HomeAway offers an extensive selection of vacation rental homes that provide travelers with memorable experiences and benefits, especially more room to relax, for less than the cost of traditional hotel accommodations. The company also makes it easy for vacation rental owners and property managers to advertise their properties and manage bookings online.

Senior Business Analyst - Business Operations and Process Strategy

HomeAway is seeking a Senior Business Analyst to join our Global Customer Experience Operations team. You will apply your operational and analytical knowledge to champion improvement strategies for the Customer Support organization. You will support our mission of creating exceptional experiences for our travelers and property owners, ensure the trustworthiness of our marketplace and passionately advocate for customer needs with product, IT and other global partners. We seek individuals that exhibit superb attention to detail and demonstrate a drive for efficiency, quality and global standardization. You will partner with our global team to take on ambiguous problems and utilize the scientific method to hypothesize, design, analyze, test and monitor processes that will drive HomeAway's ability to implement operational improvements and present complex data effectively.

Responsibilities:

• Analyze and break down complex problems facing our customers using data from internal and external sources
• Continually look for new ways to evaluate data and follow trends to discover actionable opportunities to increase efficiencies and improve the customer experience
• Develop data analyses and visualizations to unlock business insights and monitor progress
• Be a proponent of our test and learn culture by enabling and supporting experimentation
• Partner with internal teams to triage issues using lean six sigma frameworks
• Gather and document business requirements from Customer Experience teams and socialize with our product and technology teams
• Analyze customer contact data across channels to extract contact patterns, correlations and opportunities
• Monitor key performance indicators to identify areas of concern, propose analyses and/or corrective actions
• Ensure data accuracy and provide interpretation of data for business management at regular intervals to guide strategic business decisions

Profile:

• You are an inquiring mind with the ability to recognize inefficiencies and challenge the status quo
• You enjoy structuring and work on data exploratory problems, using innovative approaches, creative solutions and data visualization skills
• You have a real passion for statistics, probabilities, and logical problem solving on business process challenges
• You demonstrate creativity when collecting and translating business requirements into technical requirements
• You have intermediate to expert knowledge of MS SQL and can manipulate MS Excel data utilizing tools such as VBA, functions and pivot tables
• You know how to use Tableau or similar visualization platform to develop dashboards and reports
• You display a high level of initiative, passion, and desire to create an effortless experience for our customers through operational improvements for HomeAway's Customer Support organization
• You have outstanding organizational skills and are comfortable juggling and prioritizing numerous tasks at a time

Qualifications:

• Advanced degree in Math, Statistics, Data Science, Computer Science, Engineering, or related fields preferred (applicable experience may be substituted)
• 3+ years of operational data analysis experience, or 3+ years in strategic/management consulting strongly preferred
• Advanced knowledge of SQL, HQL, Tableau and/or Looker strongly preferred
• Experience working with Salesforce.com CRM and other Agent desktop tools is a plus
• Strong desire to identify and address the root causes for an issue using data driven approaches

Benefits & Perks:

• 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)
• Parental Leave (up to 20 weeks based on eligibility)
• Employee Stock Purchase Program
• Free snacks and beverages, including breakfast on Fridays
• Frequent company update talks with our leadership team
• Free listing on HomeAway.com
• Electronic, adjustable stand-up desk
• Discounted Metro & Rail pass
• Casual dress

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.