APAC Customer Experience Director

Background

HomeAway, Inc. an Expedia group company, is the world’s leading vacation rental marketplace with over 2 million unique places to stay in 190 countries. Our global platform spans across over 50 websites and 23 languages.

As a part of that family, HomeAway Asia is a rapidly expanding business unit focused on emerging markets growth, while having that same commitment to helping families and friends find a perfect vacation rental that creates unforgettable travel experiences together.

Role Purpose

HomeAway is hiring an Asia Pacific Customer Experience Director focused on delighting our customers by creating a trustworthy marketplace, providing world-class support and relentlessly advocating for customer needs. Leading an operationally excellent team, delivering top-notch customer satisfaction and working effectively with key business partners and stakeholders will be critical success criteria for this role. The Asia Pacific Customer Experience Director will report directly to the Chief Services Officer and will need to work effectively in a matrixed environment.

Responsibilities:

  • Define strategy for HomeAway customer experience in Asia Pacific region, including Australia, New Zealand and Asia
  • Work closely with business leadership to define and implement operational programs to support HomeAway APAC strategic initiatives
  • Manage network of operational teams based in Sydney, Singapore and several other APAC offices
  • Collaborate with peer Customer Experience executives in North America and Europe to deploy scalable customer solutions
  • Monitor and analyze key metrics and reporting to make sure defined productivity and customer satisfaction service levels are met
  • Manage operational teams that deliver demand forecasting, capacity planning and agent scheduling processes in order to meet service-level and customer satisfaction targets
  • Lead employee development through clear goal setting, training plans, regular coaching and performance reviews
  • Inspire team members toward a culture of customer centricity and continuous improvement
  • Supervise and provide assistance by answering questions, giving feedback and providing guidance on team issues
  • Regularly review and ensure that policies, procedures and guidelines are being followed
  • Advocate for process and policy changes that improve customer experience and innovate toward simplicity
  • Professionally communicate with customers and internal stakeholders
  • Responsible for CX financial metrics, budgeting and P&L
  • Ensure team members have the tools and training to do their jobs efficiently, advocate for product enhancements, and provide business requirements when changes are needed
  • Develop and maintain subject matter expertise across functional areas of responsibility
  • Assist senior management with special projects, incidents, investigations, escalations, product definition, and training
  • Represent Customer Experience group on cross-functional product and project teams as assigned
  • Manage relationships and performance of outside vendors
  • Solicit employee feedback and lead regional department to uphold company culture and values

Qualifications & Experience:

  • At least 10 years of managerial experience, ideally across multiple functional areas in services and operations
  • Preferably coming from a related travel/OTA industry, with a consulting/business analytics background
  • Experience managing and developing managers preferred
  • Ability to interpret information from multiple sources, work with large data sets, and make sound decisions from analysis
  • Demonstrated analytical and problem-solving skills
  • Vendor management experience preferred
  • Exemplary communication and leadership skills
  • Demonstrated time management and organizational skills
  • Proven track record of working effectively with remote teams
  • Customer Operations, Quality Assurance, and/or Content Management experience preferred
  • Front-line experience interacting with customers required
  • Experience with CRM systems, WFM tools, and content management tools preferred
  • Proficient with Microsoft Office products including: Excel, Word, Access, Outlook, Visio, and PowerPoint
  • Experience with advanced analytics toolsets preferred
  • Ability to prioritize responsibilities, multi-task and delegate effectively, and produce both individual and team results
  • BA or BS required, MBA would be a plus
  • Regular travel to our HomeAway HQ in Austin, Texas
  • Based in either Singapore or Sydney

Some of the perks you will enjoy:

  • Relaxed dress code so you can be yourself
  • Employee insurance and benefits
  • Spectacular modern offices with views over Robertson Quay, Singapore Flyer and CBD
  • Fully stocked kitchen with free drinks, fruit, free food and good coffee
  • An active social committee who organizes quarterly team social events
  • Great people and an awesome, unique culture where we celebrate our successes and take pride in our authenticity!

To find out more, check out:

https://youtu.be/Ut6eZpy0xps

http://www.homeaway.com

http://bit.ly/HAJob

#LifeatHomeAway


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