About Us:

HomeAway, based in Austin, Texas, is the world leader in vacation rentals with more than 2 million unique places to stay in 190 countries, and is a part of the Expedia, Inc. family of brands. 

HomeAway offers an extensive selection of vacation rental homes that provide travelers with memorable experiences and benefits, especially more room to relax, for less than the cost of traditional hotel accommodations. The company also makes it easy for vacation rental owners and property managers to advertise their properties and manage bookings online. experiences together. 

HomeAway is seeking a Policy Manager to join our Global Customer Experience team. At HomeAway, we have a one-team culture across the world, and as such, in this role, you will be working closely with business partners; product management, analytics, legal, government relations, public relations as well as our own Customer Experience department to define and implement policies.

As the Global Policy Manager, you will lead change and constructive conversations with your excellent communication skills. You will drive business results through the enforcement of policies, and through continuous improvement efforts that focus on customer NPS and happiness, to name a few. The measurement of success will include monitoring the results of the policies implemented and continuously improving when and where needed. You will identify and drive the simplification of policy to enable business growth and reduce customer contacts.

More of what you’ll be doing:

• Develop and execute policy strategies based on partner and traveler needs
• Analyze strengths, weaknesses, opportunities and threats to craft the right policy
• Audit existing policies, perform gap analysis and prepare a roadmap plan to address and adjust as needed
• Serve as the crisis management policy lead when needed
• You will also take the lead for our crisis management policy by further refining our current crisis management and relief response policies
• Work closely with the Customer Experience Operations team, including Content and Knowledge to ensure accurate content and training material is available for all customers
• Build relationships with and see the points of view of partners on internal teams, as well as customer needs. Serving as the central point for communications, advocacy, and partner concern between the groups
• Craft and implement policies that take into consideration the needs of operating a balanced marketplace
• Act as a global escalation point of contact and handle internal communications for policy issues
• Articulate policy philosophy, launches, and changes to relevant parties, including executive level management

Minimum Qualifications:

• Bachelor's degree
• 4+ years of relevant work experience in policy, policy enforcement, or public policy, with an emphasis on technology
• Exemplary communication and leadership skills
• Experience crafting and delivering effective presentations to senior executives
• Previous international experience preferred
• Experience as a consultant or lobbyist may be advantageous

Benefits & Perks:

• Competitive health and insurance benefits
• Competitive salary
• Annual target bonus or commission
• Paid vacation and sick time
• Vacation rental on a yearly basis (taxable benefit)
• Parental Leave (up to 20 weeks based on eligibility)
• Employee Stock Purchase Program
• Free snacks and beverages, including breakfast on Fridays
• Frequent company update talks with our leadership team
• Free listing on HomeAway.com
• Electronic, adjustable stand-up desk
• Discounted Metro & Rail pass
• Casual dress

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.