HomeAway, Inc., an Expedia brand based in Austin, Texas, is the world's leading online marketplace for the vacation rental industry, with sites representing over 1.2 million paid listings of vacation rental homes in 190 countries. Through HomeAway, owners and property managers offer an extensive selection of vacation homes that provide travelers with memorable experiences and benefits, including more room to relax and added privacy, 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. The HomeAway portfolio includes the leading vacation rental websites HomeAway.com, VRBO.com and VacationRentals.com in the United States; HomeAway.co.uk and OwnersDirect.co.uk in the United Kingdom; HomeAway.de in Germany; Abritel.fr and Homelidays.com in France; HomeAway.es and Toprural.es in Spain; AlugueTemporada.com.br in Brazil; HomeAway.com.au and Stayz.com.au in Australia; and Bookabach.co.nz in New Zealand. Asia Pacific short-term rental site, travelmob.com, is also owned by HomeAway.HomeAway also operates BedandBreakfast.com, the most comprehensive global site for finding bed-and-breakfast properties, providing travelers with another source for unique lodging alternatives to chain hotels.

Senior Software Product Manager, Customer Support Workflow and Features at HomeAway

About Us:

Have you ever had the opportunity to impact the lives of millions of people in a meaningful way and help them enjoy time away with their friends and families building memories? 

That is what we do here at HomeAway.com, an Expedia Inc. company. We are the leading vacation rental website in the world with more than one million online bookable vacation rentals. Our mission is to make every vacation rental in the world available to every traveler in the world through our online marketplace and we're committed to helping families and friends find the perfect vacation rental to create unforgettable travel experiences together. 

The Opportunity

“Help yourself!” At HomeAway we want to empower our customers to get instantaneous answers to questions/problems they encounter on our website. The Senior Product Manager - Customer Success will develop and execute a vision for a multi-channel customer support framework that optimizes for self-service using the latest digital support technology, thereby conserving agent capacity for more complex contacts that require human touch. The Customer Success PM will partner with Customer Support, IT and Product teams to develop systems and processes for:

  • Contact classification and analysis - Partner with CE Operations to classify and analyze the root cause for each contact
  • Contact support channel analysis - Determine the optimal support channel for resolving each contact, on first contact, using the latest support technology for:
    • Self-service -- Chatbots, IVR, Knowledge base/FAQs
    • Agent -- Phone, Chat, Email
  • In-product support - Develop and optimize our next-gen in-product support experience that will empower customers with the tools and information to self-serve/self-educate, thereby providing a world-class customer experience and deflecting contacts from higher-cost (agent) channels
  • Agent Support Tools - Develop tools to empower CE agents with the information and functionality needed to quickly resolve customer contacts
  • Feedback Loops - Use contact analysis to pinpoint opportunities and drive roadmap priorities for product teams to improve the customer experience, thereby remediating the root causes for high-volume/high-cost contact drivers
  • Metrics and segmentation for all of the above

Responsibilities:

  • Develop, communicate and execute the vision, strategy and product roadmap
  • Collaborate with cross-functional stakeholders to think boldly and creatively and create concrete product ideas and business cases to ensure customer success
  • Own the entire product life cycle – concept to design to creating detailed requirements and working with Engineering to execute on product delivery
  • Establish and lead the Customer Success product portfolio, including preparation and participation in 120-day planning sessions, monthly product reviews and product inceptions
  • Collaborate with Expedia and identify opportunities for partnership and/or leverage of technology assets for our shared customer success challenges
  • Evangelize and practice the test and learn methodology to quickly and efficiently identify and evaluate opportunities that will inform the roadmap
  • Conduct competitive analysis and industry research to identify gaps and opportunities that will help us more cost-effectively drive customer success
  • Manage resolution of urgent business and/or technical issues, communicating with global stakeholders and escalating as necessary to ensure timely resolution and minimize business impact
  • Launch new features in collaboration with customer service and product marketing
  • Collaborate with the business intelligence team to define, track and report on key metrics 
  • Communicate broadly on decisions, progress and plans

Qualifications:

  • 5+ years product management experience, 3 years as a PM in a customer success role
  • Experience in data-driven decision making and the scientific method of observing, hypothesizing and measuring to learn and refine strategy and tactics
  • Proven track record of leading a product line in a global, fast-paced environment
  • Ability to lead cross-functional initiatives and drive collaborative decisions
  • Experience with online travel and/or consumer marketplaces preferred
  • BS or BA in related field or equivalent work experience
  • Willing to travel 15% internationally

Benefits:

  • 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)
  • Employee Stock Purchase Program
  • Free snacks and beverages
  • Frequent company update talks with our leadership team
  • Free listing on HomeAway.com
  • Electronic, adjustable stand-up desk
  • Discounted Metro & Rail pass
  • Casual dress
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Why work with us
Founded by Brian Sharples and Carl Shepherd in February 2005, the idea behind HomeAway was to revolutionize the historically-fragmented vacation rental industry and establish the company as the clear market leader. The entrepreneurial spirit of the pioneers who created the very first vacation rental sites, many of which are now part of the HomeAway portfolio, fueled the early growth of the business and set the tone for the company culture that exists today. At HomeAway we work as a team, we work hard and we're competitive, but we always make time to celebrate our successes. From peer-nominated awards for those who have exceeded expectations with a free vacation, to company parties that celebrate holidays and achievements, we strive to maintain a culture where everyone's content and proud to call HomeAway their "home away from home!"
Culture
The HomeAway World Headquarters is located in downtown Austin, Texas. Employees love the proximity to restaurants, bars and retail — especially to the unofficial company cafeteria, the Whole Foods Market flagship store. The office space is also situated off of Lady Bird Lake, which has a fantastic hike and bike trail. HomeAway's four-story, 86,000-square-foot, mixed-use building was awarded Gold-level LEED certification in April 2010 for its use of eco-friendly materials. The design is vacation-themed and features a giant replica of the birdhouse from the HomeAway logo.
Perks & Benefits
Target Annual Bonus
Employee Stock Purchase Plan
4 Weeks' Vacation
Free drinks and snacks
Game room
Workout room/area, onsite showers and lockers, and bike lockers
Great medical, dental and vision plans

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