Manager, NA Trust & Safety Operations

| Austin

Expedia

Are you interested in helping people take their dream vacations by providing trust & safety support. Vrbo is an exciting, international company that is transforming the market to become the world's leading vacation rental marketplace. We are seeking a strong operations leader to add to our existing team.

This role will be based at Vrbo’s headquarters in Austin, TX.

As a member of our Trust and Safety team, you will have tenured managers and operational agents reporting directly to you across functional groups. You will have the opportunity to form strong relationships with a variety of teams within Expedia Group.

The department will include operations groups spanning from fraud identification and prevention to marketplace standard operations and policy adherence.

You will also manage tactical responses to events related to the Vrbo marketplace/community while serving as the point of a critical issue as needed You should be detail-oriented, strategic thinker, passionate about delivering value, and an excellent problem-solver.

Role Responsibilities
  • Manage trust and safety operations, including fraud, abuse, and misuse, such, marketplace policy violations, account security for both sides of the marketplace
  • Report on the business metrics associated to managing risk and addressing customer concerns.
  • Craft and implement creative solutions to gain efficiencies while reducing risk and incident rates, track, measure and report the impact of these initiatives.
  • Provide leadership and support in the implementation of fraud detection and risk reduction processes.
  • Drive process optimization and implement new strategies to improve the marketplace operations.
  • Provide thought leadership and guidance in the management of operations.
  • Lead Vrbo crisis operations team, responses and major incident responses.
  • Ensure crisis events are efficiently and effectively handled, taking appropriate action to address the issues raised and introduce long-term improvements.
  • Participate in periodic security compliance, privacy requirements including risk assessments for new products or services.
  • Understanding of marketplace legal, regulatory and compliance requirements and report any breaches when identified.
  • Review all internal and external touchpoints to the risk procedures to ensure maximum efficiency and to minimize losses.
  • Conduct regular operational reviews of operational groups, with a view to ensuring continuous improvement and ongoing standard methodology.
  • Enable team members to have the right level of capability, skills, and knowledge to successfully achieve high levels of customer happiness and service targets.
  • Aware of and apply all company policies and procedures to ensure service standards are met.
  • Partner with Risk, Development, Training and Content and Operational Team Managers to ensure all operational processes are optimized to reach the best possible outcome for Vrbo customers.
  • Remain up-to-date on industry trends and emerging issues in the trust and safety space especially and offer solutions to support global trust and safety strategies.
Required Experience
  • University degree or equivalent, or 4+ years of management experience or a similar role with the industry.
  • 3+ years of direct experience working within a risk management, trust & safety organization; within a marketplace is helpful.
  • Experience leading a high-performing team and building relationships with multi-functional teams.
  • A proven track record of achieving and exceeding target results in a similar environment.
  • Ability to quickly identify problems, thoroughly analyze them and deliver feasible solutions.
  • Technical knowledge and experience related to cybercrime and online investigations.
  • Excellent interpersonal, communication and influencing skills are required with an emphasis on achieving results and successful outcomes.
  • Strong stakeholder management experience, with the ability to build and strengthen relationships within the business and internal teams.
  • Excellent knowledge of the English language; other languages desirable.
Why Join Us

Expedia Group recognizes our success is dependent on the success of our people. We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business. Our brands recognize the power of travel to break down barriers and make people's lives better – that responsibility encourages us to be the place where exceptional people want to do their best work, and to provide them with tools to do so.

Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach. We relentlessly strive for better, but not at the cost of the customer. We act with humility and optimism, respecting ideas big and small. We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground so we can act fast and stay simple. Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.

Our family of travel brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®, lastminute.com.au®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions, CarRentals.com™, Expedia Local Expert®, Expedia® CruiseShipCenters®, SilverRail Technologies, Inc., ALICE and Traveldoo®.

About Vrbo

In 1995, Vrbo introduced a new way for people to travel together, pairing homeowners with families and friends looking for places to stay. We were grounded in one purpose: To give people the space they need to drop the distractions of everyday life and simply be together. Since then, we've grown into a global community of homeowners and travelers, with unique properties in 190 countries around the world. Vrbo makes it easy and fun to book cabins, condos, beach houses and every kind of space in between.

Vrbo is part of VRBO and the Expedia Group family of brands and offers homeowners and property managers exposure to over 750 million visits to Expedia Group sites each month. To learn more, visit www.vrbo.com.

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • ScalaLanguages
    • SwiftLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • DjangoFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • CassandraDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • ConfluenceManagement
    • JIRAManagement
    • SmartsheetManagement
    • WordpressCMS
    • SalesforceCRM

Location

Vrbo has three offices in the Austin area with a 16-story global headquarters now open in the Domain.

An Insider's view of Vrbo

What’s the vibe like in the office?

Some of us have been working together for 5+ years and have been there for each other during engagements, births, divorces…you name it. They have truly been my second family and my coworkers are the best part of coming to the office every day.

Amanda

Director, B&B Sales and Supply

What projects are you most excited about?

As a Software Engineer, I’m excited to rebuild an old JavaScript and jQuery STAB component into a new React based component. The goal is to update this component to our new tech stack so when consuming applications move to using Catalyst based applications we can ease the integration process.

Juliana

Advertising Account Executive

What makes someone successful on your team?

Being a successful finance person means being a strong business partner and not only understanding what is happening throughout the business but also being insatiably curious about it. It’s not enough to just know math, or know the numbers; you need to know where those numbers come from, how they get there and what's driving that result.

Sharon

Sr. Director Global Finance Operations

How do your team's ideas influence the company's direction?

The Talent Acquisition team is always pitching innovative ideas at our 120-day planning sessions that directly impact the company and recruitment experience. It’s amazing to see how quickly we’re able to implement new ideas every 120 days and measure the results. We’ve seen everything from employee referral reform to self-defense classes in Austin.

Marisela

Director, Global Talent Acquisition

What projects are you most excited about?

I'm on a team that's investigating the integration of react-native into our existing mobile app and my focus is primarily on bridging our existing native analytics packages into the react-native side of things. This allows us to adapt and improve based on what customers do while using our product,

Andrew

Software UI Engineer

What are Vrbo Perks + Benefits

Culture
Volunteer in local community
We participate in an annual Day of Caring where Expedia Group offices from around the world all take a day in September to spend time volunteering for a favorite charity. This day is a paid day off!
Friends outside of work
Eat lunch together
Intracompany committees
Check out our employee resource groups here: https://www.expediagroup.com/about/diversity-inclusion/
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company's diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Vrbo's team fitness initiatives include In-office fitness classes at our Austin Domain 11 office.
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Vrbo offers up to 20 weeks of paid parental leave (yes, dads, too!) for eligible new parents with at least 1 year of service.
Family Medical Leave
Adoption Assistance
Company sponsored family events
From our annual holiday party (without kids) to our Halloween, Spring Picnic and Bring your kid to work day parties, employees have several opportunities to celebrate together throughout the year.
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
9 paid holidays + 2 floating holidays you can take any time during the year.
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Happy hours are hosted At team's discretion.
Parking
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Vrbo hosts lunch and learn meetings on occasion in addition to Fireside chats with notable leaders, Product Academy and Career Exploration Program.
Cross functional training encouraged
Promote from within
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

Vrbo was recognized by the Austin American-Statesman for having the most generous parental leave in Austin and won Best Culture at the Austin Young Chamber FAVE awards.

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