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. 

The Opportunity

HomeAway is looking for a proactive, analytical and technically skilled leader to join our Global Customer Experience Operations team in Austin, Texas. The mission of the team is to coordinate internal and cross-functional teams for the flawless execution of projects. Our culture is one that strives to solve difficult problems through rigorous hypothesis-based testing, empowering people to come up with ideas and data-driven solutions quickly. Our team is passionate about reducing the friction and time it takes to execute projects cross-functionally. We are looking for a Senior Manager to support our global project/program managers in their mission of flawless project execution. In this role, you will work with all of our geographies and organizational departments.

Key responsibilities of this team includes being able to adapt plans based on evolving needs, conditions or issues that may arise and ensure on-time, high-quality delivery in accordance with the stated project goals. This role reports to the Sr. Director of Global Customer Experience Operations, and requires an individual with excellent analytical and organizational abilities, combined with strong presentation and communication skills. 

Team Responsibilities

• Define standards and execute tasks associated with managing projects
• Create structured schedules and project plans based on the project goals, resources needed, potential risks, time to market and budget constraints
• Partner with colleagues in different roles (internal and external to CE) to assess the workloads and impacts for different departments
• Identify dependencies and possible issues across teams
• Develop and communicate clear and actionable deliverables, or activities to be completed, with an identified owner, the person who will carry this out, as well as a clear timeline and success criteria.
• Track deadlines, deliverables, resources, and timelines throughout the project process
• Hold owners accountable for their commitments and conduct project team and stakeholder meetings to provide status updates and identify and resolve issues
• Partner with departmental stakeholders to prioritize improvement projects based on highest potential value added, and proactively drive initiatives from there.
• Partner with the Product Integration and Process Improvement teams to launch major initiatives within Customer Experience
• Directly manage team of 4-6 professionals, ensuring we have training and career development plans that will set them up for success today and into the future

General Skills

• Passion for logical problem solving and intellectual challenges 
• Strong business sense, strategic thinking and team player 
• Ability to change the hearts and minds of employees affected by process changes. Engage employees to inspire and empower them to provide input into process change and embracing that change
• Must be comfortable with uncertainty by prioritizing effectively and flexibly handling changes 
• Able to work across different business units/countries to communicate findings company-wide 
• Ability to build and present evidence-based stories 
• Excellent organization skills, and ability to manage multiple projects concurrently

Qualifications

• Bachelor degree and 6+ years of experience in process improvement (e.g. consulting background) OR Masters degree and 3+ years of experience 
• 4+ years experience managing teams
• 3+ years experience in either ecommerce/travel industry or strategic consulting strongly preferred 
• Proven track record of solving complex business problems and communicating easily understood recommendations to teams for implementation 
• Excellent written and verbal communication skills, with demonstrable ability to deliver compelling fact-based presentations 
• Must be fluent in English
• Ability to travel up to 10% internationally

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