Supervisor, Implementation Project Management at Expedia Group
Brand Specific Description: HomeAway Software Implementation Supervisor
Position Overview: The Implementation Project Management Supervisor will join our Customer Experience Leadership team. As the Implementation Supervisor, you will be responsible for leading, and supporting a team of individuals who deliver world-class project management services to property managers moving to new vacation rental software. In this role, you will be responsible for all facets of the team including coaching, performance management, career development, process/team improvements and active implementation project management for key accounts.
Manage the implementation project management team’s overall performance in delivering successful implementation projects from pre-implementation, implementation & training, go-live deliverables, and post-implementation consulting/additional optional training
Manage the team’s professional development through regular performance feedback and coaching.
Support team by answering questions, giving feedback and providing mentorship on team issues.
Monitor and analyze key metrics and reporting to make sure defined productivity and customer satisfaction service levels are met, and address issues quickly when they are not.
Advocate for process and product changes that improve customer experience and innovate toward simplicity.
Develop and maintain subject matter expertise across functional areas of responsibility including processes, policies, and products.
Special projects as designated by management.
Lead by example and work on implementation projects a minimum of 25% of work day to maintain subject matter expertise and support service level goals.
Carry out performance measurement (Quality Audits), CSAT scores/feedback, general monitoring, and evaluation of all implementation project managers to improve the teams' efficiency.
Provide opportunity for dialog and feedback with team members in 1:1 at least twice per month.
Resolve escalated customer complaints and questions within required time frame; assist team with direct de-escalation strategies, as well.
Coordinate training for new hires and existing staff; participate in the delivery of training.
Proactively communicate with Manager, Implementation Project Management, regarding workflow, staffing issues/performance, and customer experience items including knowledge management and operations.
* Consistent track record of delivering great customer satisfaction in complex, rapidly-changing environments.
* Excellent interpersonal, communication and consulting skills.
* Understanding of standard business practices related to implementation operations.
* Ability to plan well and prioritize work to continuously meet multiple project deadlines with high quality.
* Proficiency in Salesforce, Basecamp, and Jira preferred.
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.
Experience and Qualification:
* At least 3 years of experience in implementation project management. Experience working within a B2B software business preferred. Internet, property management, or travel industry experience useful.
* BA/BS or equivalent experience required.