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The Manager, Partner Success leads the Vrbo Account Management team to strengthen relationships with our partners and improve our shared marketplace performance. This is a key leadership role on North America’s Partner Success teams. This person leads their team in managing relationships with our partners to improve marketplace performance. Your past experience recruiting, training, and coaching teams to success will help you to develop the necessary processes and improvements to maximie your team’s efficiency and effectiveness here at Vrbo. Your fellow leaders will look to you as an authority that represents the partner perspective to internal teams, and you will set account management best practises for your own team. As the Manager, Partner Success, you will also support Vrbo’s delivery related to connetivity and delivery of improved and new products for your segment of Partners who use technology to integrate their content with our marketplace. You also drive strategic initiatives that align with business goals and improve team performance.
You will conduct side by side 1:1 coaching sessions and classroom-based training on optimisation, sales and account management skills for new hires and existing team as needed. Conduct review's with all team members to build more effective communication, to understand training and development needs, and to provide insight for the improvement of performance.
Ensure that all team members meet or exceed all activity standards as well as measure adherence to all company policies, procedures and business ethics codes and ensure that they are communicated and implemented within the team. As appropriate, delegate authority and responsibility with accountability and follow-up
Prioritize, triage and track issues in regards to traveler shopping, pricing, content and booking impacting relevant regions. Own and drive issues into the appropriate Global Functional Support teams that resolve them.
Partner with and help guide a team of leaders and change agents responsible for global learning and organizational development initiatives that impact the day-to-day practices, engagement, tools and reporting for a global team of over 250 talented individuals
Evaluate every feature request, gather detailed business requirements from partners and work closely with technology staff to translate requirements into user narratives for consumption by development team. Provide timely feedback to senior management regarding performance, system and tool issues and product feedback and insights from our customer base.
Develop and execute strategies and plans to establish and build supply in emerging markets to ensure an extraordinary activity portfolio to Vrbo consumers and maximize revenue for company. You will build and maintain a pipeline of opportunities that ensures attainment of quarterly revenue targets.
Assist in the requirement gathering, configuration and troubleshooting of call center tools and order management systems. Review and assist in the creation of incentive plans, SPIF programs and consult with supporting teams that provide tools and reporting
Act as a key point of contact for marketing, product and customer service activities and programs.
3+ years of direct leadership experience. (leading Account Management or Client Success teams preferably with eCommerce products.)
6 years of B2B sales, client services, or account management experience
Proficient in Microsoft Office, SalesForce or other CRM systems, Tableau or other BI platforms
Knowledge of the vacation rental industry is a plus
Communication: you provide guidance to team on communications skills and ensure team is utilizing strong and effective messages that resonate with partners
Relationship Management: you serve as a critical point of contact for the company in regards to managing relationships with the highest value Partners
Partner Advocacy: you drive strategic, forward-looking initiatives that create “win-win” situations for your team members and their Partners; mentor team on how to improve partner interactions and support Partner Advocacy within team
Planning and Quality Delivery: you set clear objectives, provide strategic guidance and use strengths and weaknesses of each team member and motivate and inspire them
Data Driven Business Acumen: you use data to track critical metrics and goals and identify risks and opportunities to team performance based on data analysis; conduct analysis to identify strategic opportunities
Expertise Development: you demonstrate ability to develop in-depth expertise; leverage previous experience and expertise as a leader in a similar role by sharing standard methodologies with team; work with training & development and HR to develop relevant training for team
Continuous Improvement and Agility: you translate changes and improvement opportunities into clear tasks; you are familiar with and can quickly learn agile principles and inspires innovation; refine strategies and tactics based on results and feedback
Internal collaboration: you dedicatedly identify, propose, and lead cross-functional improvement projects and build coalitions and support for business cases
People Management: you enjoy guiding and coaching others and helping team members with professional development; you are open to feedback and maintain openness and clarity with teams If you have a hunger to make a difference with one of the most loved consumer brands in the world and to work in the dynamic travel industry, this is the job for you.
Proficient in English
Competitive health and insurance benefits.
Annual target bonus or commission.
Parental leave for up to 20 weeks (dependent on eligibility).
Paid vacation and sick time.
Employee Stock Purchase Program.
Free snacks and beverages.
Frequent company update talks with our leadership team.
Free listing on VRBO.com.
Electronic, adjustable stand-up desk.
Discounted Metro & Rail pass.
Expedia Group recognizes our success is dependent on the success of our people. We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business. Our brands recognize the power of travel to break down barriers and make people's lives better – that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them to tools to do so. Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach. We relentlessly strive for better, but not at the cost of the customer. We act with humility and optimism, respecting ideas big and small. We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground so we can act fast and stay simple. Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares. Our family of travel brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®, lastminute.com.au®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions, CarRentals.com™, Expedia Local Expert®, Expedia® CruiseShipCenters®, SilverRail Technologies, Inc., ALICE and Traveldoo®. About Vrbo In 1995, Vrbo introduced a new way for people to travel together, pairing homeowners with families and friends looking for places to stay. We were grounded in one purpose: To give people the space they need to drop the distractions of everyday life and simply be together. Since then, we've grown into a global community of homeowners and travelers, with unique properties in 190 countries around the world. Vrbo makes it easy and fun to book cabins, condos, beach houses and every kind of space in between. Vrbo is part of VRBO and the Expedia Group family of brands and offers homeowners and property managers exposure to over 750 million visits to Expedia Group sites each month. To learn more, visit www.vrbo.com. Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization
Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.