Manager, Implementation Project Management at Expedia Group
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.
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.
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.