Customer Experience Revenue Program Manager

HomeAway is seeking an experienced program manager who thrives in a dynamic, fast-paced environment to join our Global Customer Experience Operations team.  The successful candidate will be laser-focused on identifying, implementing and optimizing opportunities to drive revenue through global Customer Experience-supported initiatives.  We need someone who can manage a portfolio of projects that require cross-company collaboration and a focus on measuring results and evaluating trade-offs.  We are searching for a detail-oriented, self-directed team player with extensive experience working in a highly dynamic and collaborative environment, and the proven ability to communicate effectively with technical and non-technical partners at various levels within the organization.

Primary Responsibilities:
    •    Continually pinpoint, evaluate and test opportunities to drive revenue through Customer Experience (CE) initiatives
    •    Organize, plan and implement projects to support revenue-driven goals
    •    Partner with global managers to implement and monitor programs
    •    Continually analyze existing programs to measure effectiveness, expand, improve and justify or close
    •    Act as a critical member of the appropriate product line teams and partner with key product managers to advocate for improvements as needed
    •    Become the subject matter expert in CE revenue opportunities and all processes, paths and practices that can contribute to it across all customer touch points and business practices
    •    Network relentlessly across the company to create partnerships and implement successful CE initiatives
    •    Act as the spokesperson and advocate for CE-driven revenue programs
    •    Define, design, monitor and present measurable key results for each initiatives
    •    Partner with the reporting and analytics teams to understand, support and expand  models and reporting
    •    Coordinate and collaborate with global training and content managers in support of initiatives
    •    Developing, analyze and continuously improve revenue leakage business models

Candidate Profile:
    •    7+ years of Program/Project Management experience in a high-tech company, preferably in a B2C e-commerce environment and with customer support experience
    •    Proven ability to understand processes, identify opportunities, evaluate trade-offs and present recommendations
    •    High level of initiative, passion, and desire to create a world-class experience for customers
    •    Demonstrated experience driving projects across teams including customer support, reporting, engineering, IT and product development
    •    Ability to lead teams through issue resolution and risk management
    •    Excellent written and spoken communication skills, including the ability to present complex concepts to highly engineering and non-engineering stakeholders
    •    Proven ability to define, design, monitor and present measurable key results
    •    Comfortable presenting to large internal groups and leadership team members
    •    Proven track of record managing multiple, ongoing complex projects and implementing of e-commerce applications, while delivering on schedule
    •    BA/BS required preferably in Computer Information Systems, Business Administration or related fields (applicable experience may be substituted)

    •    Great Medical & Dental Plans
    •    Highly Competitive Pay
    •    Target Annual Bonus
    •    4 weeks Paid Vacation
    •    Employee Purchase Discount Plan
    •    Discounted vacation rental on a yearly basis (taxable benefit)
    •    Free drinks & snacks
    •    Weekly company update talks with our leadership team
    •    Free Listing on HomeAway.com
    •    Discounted Metro Bus & Rail pass
    •    Electronic adjustable stand up desk
    •    Casual dress code

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