Manager, Implementation Training at Expedia Group

| Austin
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Brand Specific Description: HomeAway Software Implementation Training Manager
Position Overview:
The Manager, Implementation Training, 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 training strategies to achieve high levels of customer satisfaction throughout the new customer training lifecycle in this B2B business.

  • Lead a global implementation training 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 business analysis, user training, go-live, and post-implementation accounting consulting. 

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

  • Lead effort to develop detailed documentation on training needs for segmented implementation projects to ensure training 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.

  • 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 training productivity, timeliness, 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.

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

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

  • 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 training/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): 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
    • KotlinLanguages
    • ScalaLanguages
    • SwiftLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • DjangoFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • CassandraDatabases
    • DB2Databases
    • HiveDatabases
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • TeradataDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • ConfluenceManagement
    • JIRAManagement
    • SmartsheetManagement
    • WordpressCMS
    • SalesforceCRM


Expedia Group has three offices in the Austin area with a 16-story building now open in the Domain.

An Insider's view of Expedia Group

How does your team reward individual success?

We love to reward our team members in multiple ways. We use a team slack “brag board” to post all of our positive partner feedback and wins on a regular basis. We also have ad-hoc competitions throughout each quarter where team members can earn time off, gift cards, lunch on the house, and many other fun prizes.


Sr. Manager, NA Partner Success

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.


Software Engineer

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.


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.


Director, Global Talent Acquisition

How has your career grown since starting at the company?

I was hired as a Software Engineer II and have grown my leadership and technical skills while learning how my work directly impacts our marketplace and creates network effects. My growth has included improving search performance, helping teams build distributed systems, and mentoring and coaching new engineers from our Career Exploration Program.


Staff Software Engineer

What are Expedia Group Perks + Benefits

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:
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
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
Expedia Group'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
Match charitable contributions
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
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.
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

We believe everyone deserves - NEEDS - time away from the office and we encourage employees to take advantage of their paid time off. We offer travel discounts to make it even easier to get out and see the world.

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