Expedia

We are looking for an Operations Team Lead to join our Product Software team. You have a knack for leading and solving logic puzzles. You are looking for a meaningful career in a customer-focused team environment, where you get to share your excellent problem-solving and research skills to help lead others. We are looking for help to drive team/business processes and finding opportunities for team/individual improvements.

We have what you’re looking for!

As a Team Lead for HomeAway Software, you will help lead world-class support for professional property managers who operate their vacation rental businesses using our SaaS products. Our SaaS products provide our customers with the tools they need in order perform day-to-day operations, everything from accounting, to handling bookings, handling websites, housekeeping and much more. As helping lead our first line of support for our customers, our mission is to delight our clients by responding quickly and effectively to their questions and issues using all available resources to, not only fix their problems, but train them to get maximum value from our products, and by advocating for them as we continue to develop and improve our products. We are invested in their success. If you are a customer-focused leader, with excellent communication and listening skills, and you have a passion for helping people tackle problems, while maintaining high customer happiness, we want to talk with you!

What You'll Do

Position Overview:

• Evaluate staffing levels, client issue trends, and current skills of the team to craft a resource/staffing plan and shift assignments that deliver critical metrics for the support team.
• Strategically improves support delivery quality and client happiness through process innovations.
• Consults on support standard methodologies with internal employees.

Responsibilities:

• Help lead daily staffing levels
• Monitor and adjust schedules based on business needs
• Report daily on team performance and metrics
• Have productive 1x1 meetings with team members weekly
• Handle all levels of customer escalations from start to finish
• Professional communication with customers
• Help lead and create strategy for Ticket backlogs
• Troubleshoot customer problems and answer questions via phone and e-mail
• Maintain 48 hour Service Level Agreement
• Clear, concise communication
• Craft knowledge base articles as necessary
• Work with internal teams, coordinating and communicating in order to resolve customer issues
• Participate in team meetings, business level meetings, and leadership meetings
• Participate in on-call schedule to support customers after hours

Who You Are

Competencies:

• Build Customer Loyalty: Effectively meet customer needs; build productive customer relationships; take responsibility for customer satisfaction and loyalty.
• Communication: Clearly convey information and ideas through a variety of media in a manner that helps our customers understand and retain the message.
• Resilience: Maintains stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization.
• Quality / Attention to Detail: Accomplish tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks.
• Time Management: Effectively Handle time and resources to ensure that work is completed efficiently.

Experience and Qualification:

• Typically requires 5+ of related experience.
• Required - High School degree.
• Recommended - equivalent 4 year degree, CIS degree preferred.
• Have experience with Change Management.
• Works primarily indoors.
• Travel as needed.

Benefits & Perks:

• Competitive health and insurance benefits.
• Competitive salary.
• Annual target bonus or commission.
• Parental leave for up to 20 weeks (dependent on eligibility).
• Paid vacation and sick time.
• Employee Stock Purchase Program.
• Free snacks and beverages.
• Frequent company update talks with our leadership team.
• Free listing on Vrbo.com.
• Electronic, adjustable stand-up desk.
• Discounted Metro & Rail pass.
• Casual dress.

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 inspires us to be the place where exceptional people want to do their best work, and to provide them to 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 HomeAway 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.