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Manager, Implementation Project Management

| Austin

Expedia

Brand Specific Description: HomeAway Software Manager, Implementation Project Management
Position Overview: The Manager, Implementation Project Management, will join our Customer Experience Leadership team. We provide a high touch, relationship centered, satisfaction focused software implementation experience for professional property managers globally. You will be tasked with development and execution of implementation strategies to achieve high levels of customer satisfaction throughout the new customer onboarding lifecycle in this B2B business.
Responsibilities:

  • Lead a global implementation project management team to provide exceptional service to property managers moving to new vacation rental software.

  • Proactively communicate with Senior Manager, Implementation, regarding workflow, staffing issues/performance, and customer experience items including knowledge management and operations.

  • Assist Senior Manager with budget, capacity modeling, and stakeholder reporting.

  • Determine efficiencies, while maintaining quality, throughout pre-implementation, implementation (user training and go live dependencies), and post-implementation (consulting and optional additional software training). 

  • Drive long-lasting and constructive relationships with our most important clients. 

  • Lead effort to develop detailed documentation on segmented implementation projects - including sizing/complexity/global localisation of project - to ensure project management team is equipped to provide needed services.

  • Conduct ongoing analysis of issues and opportunities to drive continuous improvement.

  • Lead employee development through clear goal setting, training plans, regular mentoring and performance reviews.

  • Lead supervisor development, as needed.

  • Oversee training for new hires and existing staff; participate in the delivery of training, as needed.

  • Manage contract resources, including off-shore, for specific training-related deliverables.

  • Oversee performance measurement (Quality Audits), CSAT scores/feedback, general monitoring, and evaluation of all implementation trainers to improve the teams' efficiency.

  • Manage contract resources, including off-shore, for specific implementation deliverables.

  • Support team by answering questions, giving feedback, and providing mentorship on team issues.

  • Strengthen reporting to monitor and analyze key metrics to make sure defined productivity, throughput, and customer satisfaction service levels are met, and address issues quickly when they are not.

  • Advocate for process and product changes that improve the customer experience and innovate toward simplicity.

  • Develop and maintain subject matter expertise across functional areas of responsibility.

  • Collaborate with Vrbo business teams to create an effortless customer experience - includes product support, client solutions, sales, marketing, product/engineering, training & content, and vrbo distribution/global partner services.

  • Own and resolve implementation escalations.


Competencies:

  • Expertise in escalation resolution required. 

  • Consistent track record of delivering great customer satisfaction in complex, rapidly-changing environments.

  • Expertise in budgeting, planning/modeling, and stakeholder reporting required.

  • Excellent interpersonal, communication and consulting skills with all levels of employees.

  • Proficiency in Salesforce, Basecamp, and Jira preferred.


Experience and Qualification:

  • At least 5 years of technical implementation management. Experience working within a software business preferred. Internet, property management, or travel industry experience useful.

  • BA/BS or equivalent experience required. Masters degree preferred.

Relocation (Y/N):

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
    • ScalaLanguages
    • SwiftLanguages
    • ReactLibraries
    • ReduxLibraries
    • DjangoFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • CassandraDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • ConfluenceManagement
    • JIRAManagement
    • SmartsheetManagement
    • WordpressCMS
    • SalesforceCRM

Location

Vrbo has six 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

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
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
HomeAway 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
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
Parking
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program

Additional Perks + Benefits

We were recognized by the Austin American-Statesman for having the most generous parental leave in Austin!

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