Customer Experience Project Manager

About Us:

At HomeAway we are an Expedia group company, the world’s leading vacation rental website with over 2 million unique places to stay in over 190 countries. Our mission is to make every vacation rental in the world available to every traveler in the world through an online marketplace and we're committed to helping families and friends find the perfect vacation rental to create unforgettable travel experiences together.

About the role

Are you passionate about building great customer experiences? If so then as a Customer Experience (CE) Project Manager you'll play a pivotal role in the Global CE team implementing small to large scale projects that drive the strategic goals of the CE organization across APAC. Adopting a scientific mindset you will use facts and data led decision-making to identify and successfully execute opportunities for process optimisation.

As Customer Experience Project Manager, you will be responsible for:

  • Collaborating with CE and other business teams to define, launch, and execute various strategic and operational initiatives at an APAC and global level.
  • Understanding the complexities of projects, impacting multiple brands and teams located across the globe.
  • Simplifying project delivery by removing ambiguity and building structure for highly complex activities
  • Leading project planning and delivery; including building the project timeline, defining requirements, delivering status reports, identifying risks, raising issues and tracking budgets.
  • Facilitating meetings with diverse partner groups (kickoff meetings, status meetings, design sessions, issue resolution meetings, etc.)
  • Developing project reporting and governance structures, meeting cadences, and review guidelines.
  • Anticipating information needs, identifying gaps and organizing data and communications cohesively and clearly.
  • Regularly assess project risks and opportunities to continually drive process improvements.
  • Effectively manage change by influencing and communicating with key partners.
  • Creating standard processes and promoting consistency through implementation of a toolkit of project management techniques, templates and processes.
  • The following competencies are the key to success:

  • Organisation. Highly organized with an ability to adapt to changing needs and excellent attention to detail.
  • Problem solving. Accurately assess problems and arrive at appropriate solution.
  • Teamwork. Collaborate effectively cross-functionally to set goals, resolve problems, and make decisions that enhance organizational effectiveness.
  • Execution. Drive and manage scope to prioritize and balance multiple strategic projects with business expertise.
  • Proactive. A self-starter that can independently initiate and manage project dependencies.
  • Communication. Demonstrate excellent verbal, written and presented communications with ability to present to all levels and sizes of audience.
  • Negotiation. Ability to influence decisions that need to be made to make the project successful.
  • You should demonstrate the following qualifications:

  • 5+ years of project/program management experience with growing levels of responsibility.
  • Experience leading a remote team spread across various locations (desirable)
  • Experience working within an agile environment.
  • Deep knowledge and experience using collaborative project management tools and processes (e.g. JIRA, Smartsheets, Google docs).
  • Experience with Salesforce and other Agent desktop tools (desirable).
  • PMP certification (highly desirable).
  • Project Management Office experience including creating project processes, tools, templates (desirable)
  • Some of the perks you will enjoy:

  • A casual dress code so you can be yourself
  • An annual target bonus of 10%
  • A fully stocked kitchen, catered lunches and state of the art coffee machine.
  • Stunning offices with 180-degree views of Sydney Harbour and Sydney Opera House.
  • Training and development to expand your career.
  • A Good Vibes team who organise extraordinary quarterly events e.g. Sydney Harbour Bridge Climb, family pinics, Coogee Bowls.
  • Flexible, transparent and empowering work culture.

    To find out more, check out:
    Life at HomeAway Global video: https://youtu.be/Ut6eZpy0xps
    Website: http://www.homeaway.com
    Careers Page: https://www.homeaway.com/careers
    Tag: #LifeatHomeAway

    For the exciting opportunity to join our team as we revolutionise the face of travel one vacation at a time, Apply now!


  • Meet Some of HomeAway's Employees

    Will F.

    Principal Engineer

    Will oversees several teams of developers, working with them in designing and building software solutions for successfully marketing HomeAway listings to customers.

    Rene P.

    Chief Architect

    Rene works closely with HomeAway’s various Engineering Teams, supporting them and giving them guidance as they develop solutions in the areas of digital platforms, data, analytics, streaming, and more.


    Back to top