Senior Product Manager, Integrated Knowledge Management
We've all been there: You're cruising through routine tasks on a website when you have a question or need help with something. So why do most websites make you stop what you're doing to visit a separate help center that doesn't know anything about you, doesn't integrate with the product you were using, and doesn't allow you to pick up where you left off?
As Senior Product Manager, Integrated Knowledge Management for Vrbo, you will reimagine how we structure, organize, personalize, and deliver in-product help content across channels — including web, app, chat, bot, voice, and email. You will lead a cross-functional team to build an intelligent, localized help and education experience that allows customers on both sides of our marketplace to get answers in context, in real time, in whatever product they're using. Your work will go beyond reducing calls to support and providing a new way to deliver help content (although both of those things are integral to the job). It will surprise, delight, and guide our customers to success.
What you’ll do:
Define and execute the vision for a multi-channel in-product help and education experience that understands the context of both the product and the user to provide a targeted experience.
Implement a content management system and taxonomy for organizing our help and education content for deployment in our core product experience.
Identify the questions and problems that our customers encounter in our experience, and partner with our UX Content team to craft solutions that customers love to use.
Localize your solution to enable our global customers.
Leverage data science to create learning loops that create a "living" help experience that gets smarter with each visit and provides our product teams with vital feedback to improve the customer experience.
Lead the Integrated Knowledge Management team, including participation in planning sessions, product reviews, and discovery summits.
Collaborate with Expedia Group (Expedia, Hotels.com, Hotwire, etc.) to partner in the vision and development of the integrated help and education experience.
Own the entire product life cycle – concept to design to creating detailed requirements and working with Engineering to execute on product delivery.
Conduct competitive analysis and industry research to identify gaps and opportunities that will help us help our customers more cost-effectively.
Evangelize and practice A/B Testing to quickly and efficiently identify and evaluate ideas that will inform your roadmap.
Define, track and report on the metrics that measure your impact on customer product usage and satisfaction.
Who You Are:
7+ years product management experience supporting global products in B2C companies.
2+ years experience with multi-channel in-product help and education technology and product solutions (e.g. Smart FAQs, ask an expert, embedded product tours, chat, bots, etc.).
Experience with globally deployed and localized enterprise content management systems.
Experience using data science to create programmatic learning loops to pinpoint specific opportunities for improvement in the customer experience.
Ability to lead cross-functional initiatives and drive collaborative decisions.
Experience with online travel and/or consumer marketplaces preferred.
BS or BA in a related field or equivalent work experience.
Willing to travel up to 20% internationally.
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®.
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.