Integrated Property Manager Support Supervisor - RPP

| Austin | Hybrid
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HomeAway, a world leader in the vacation rental industry, is the place to book beach houses, cabins, and condos with more than two million places to stay in 190 countries. The site makes it easy to find and book the perfect vacation rental for any getaway, often for less than the cost of traditional hotel accommodations. HomeAway is part of the Expedia Group family of brands.

Opportunity:

HomeAway.com, Inc. is growing its customer support and production operations group as it continues to build a culture of world-class service. As the IPM Product Support Supervisor, you will be responsible for leading, and supporting a team of individuals who deliver world-class support to HomeAway’s B2B technical partners. In this role, you will lead all facets of the team including coaching, performance management, career development and process/team improvements.

Responsibilities (Including but Not Limited To):

  • Responsible for managing and overseeing support team’s overall performance and professional development through regular performance feedback and coaching
  • Provide feedback to individual team members in 1:1 at least once per month.
  • Set team priorities that are consistent with overall company goals
  • Lead customer satisfaction survey analysis to inform departmental action plans that drive and inform results
  • Maintain process and policy expertise, and make appropriate recommendations for continuous improvement
  • Serve as a mentor and role model within rest of the support leadership team
  • Ensure that team members acquire the appropriate support and training to apply the best skills and knowledge on the job
  • Frequently communicate with Product Support Manager regarding work flow, staffing issues/performance, and customer experience items including knowledge management and operations
  • Special projects as designated by management

Qualification:

  • 2+ years of leadership experience required, preferably in a contact center environment
  • 1-2 years of experience in contact centers, preferably with a B2B customer focus
  • Shown strength with CRM tools and business support software applications such as MS Office (Word, PowerPoint, Excel, Visio, etc.) required
  • Ability to read and edit HTML and/or XML
  • Experience with WFM and other customer support tools
  • Experience troubleshooting software integrations and API issues preferred
  • Able to understand, modify, and troubleshoot customer data configurations
  • Industry pluses: classified listings websites, travel websites, online advertising, or B2C websites
  • Bachelor's degree preferred, but will accept equivalent experience in field

Key Competencies:

  • Strong verbal and written interpersonal skills are a requirement
  • Demonstrate high attention to detail and service oriented
  • Ability to encourage and support people, establishes rapport quickly, influence beyond direct reporting structure, and resolve conflict
  • An excellent understanding of standard business practices related to customer support operations
  • Ability to motivate and drive employee performance and maintain good team morale
  • Ability to plan well and prioritize work to continuously meet multiple project deadlines with high quality
  • Work well in a fast paced and dynamic environment and comfortable with ambiguity
  • Demonstrated decision-making and cross-departmental collaboration skills

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).
  • 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.

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.

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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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