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Supervisor, Implementation Project Management

| Austin

Expedia

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.
Responsibilities:

  • 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.


Competencies:

* 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.


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.
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
    • 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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