Senior Software Product Manager, Customer Support Workflow and Features

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

Meet Some of HomeAway's Employees

Shanaz H.

VP, Information Systems

Shanaz develops and manages various aspects of the HomeAway technological platform. She oversees HomeAway's database, analytics, CRM, and ERP systems.

Alexander D.

Software Architect - Mobile

Alexander designs the software for HomeAway's Android and iOS native mobile applications. Managing both software and server components, Alexander is responsible for overseeing the quality of HomeAway's digital offerings.


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