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Supervisor, Implementation Project Management

United States - Texas - Austin

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Expedia

Are you looking for a meaningful career in a client-focused team environment, where you get to use your excellent leadership and project management skills to help others? Are you passionate about project management, technology, operational excellence, data-driven decisions, and inspiring teams to deliver world-class support? Are you a customer-focused self-starter, with excellent communication and listening skills, with a passion for leading project managers to deliver high customer satisfaction? If so, we want to talk with you!


We are seeking an Implementation Project Management Supervisor to join our Customer Experience Leadership team. As the Implementation Supervisor, you will be responsible for leading, and supporting a team of individuals who deliver world-class project management services to property managers moving to new vacation rental software. In this role, you will be responsible for all facets of the team including coaching, performance management, career development, process/team improvements and active implementation project management for key accounts.


The Implementation Project Management Supervisor will join our Customer Experience Leadership team. As the Implementation Supervisor, you will be responsible for leading, and supporting a team of individuals who deliver world-class project management services to property managers moving to new vacation rental software. In this role, you will be responsible for all facets of the team including coaching, performance management, career development, process/team improvements and active implementation project management for key accounts.

What you’ll do:

  • Manage the implementation project management team’s overall performance in delivering successful implementation projects from pre-implementation, implementation & training, go-live deliverables, and post-implementation consulting/additional optional training

  • Manage the team’s professional development through regular performance feedback and coaching.

  • Support team by answering questions, giving feedback and providing mentorship on team issues.

  • Monitor and analyze key metrics and reporting to make sure defined productivity and customer satisfaction service levels are met, and address issues quickly when they are not.

  • Advocate for process and product changes that improve customer experience and innovate toward simplicity.

  • Develop and maintain subject matter expertise across functional areas of responsibility including processes, policies, and products.

  • Special projects as designated by management.

  • Lead by example and work on implementation projects  a minimum of 25% of work day to maintain subject matter expertise and support service level goals.

  • Carry out performance measurement (Quality Audits), CSAT scores/feedback, general monitoring, and evaluation of all implementation project managers to improve the teams' efficiency.  

  • Provide opportunity for dialog and feedback with team members in 1:1 at least twice per month.

  • Resolve escalated customer complaints and questions within required time frame; assist team with direct de-escalation strategies, as well.  

  • Coordinate training for new hires and existing staff; participate in the delivery of training.

  • Proactively communicate with Manager, Implementation Project Management,  regarding workflow, staffing issues/performance, and customer experience items including knowledge management and operations.


Who You Are:

  • Consistent track record of delivering great customer satisfaction in complex, rapidly-changing environments.
  • Excellent interpersonal, communication and consulting skills.
  • Understanding of standard business practices related to implementation operations.
  • Ability to plan well and prioritize work to continuously meet multiple project deadlines with high quality.
  • Proficiency in Salesforce, Basecamp, and Jira preferred.


Experience and Qualification:

  • At least 3 years of experience in implementation project management.  Experience working within a B2B software business preferred. Internet, property management, or travel industry experience useful.
  • BA/BS or equivalent experience required.

Benefits & Perks:

  • Competitive health and insurance benefits
  • Competitive salary
  • 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
  • Casual dress


Why join us:
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 HomeAway 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.
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R-45545

Job Category
Customer Service Group

Job Function
Contact Center Operations

Location
United States - Texas - Austin

Job Type
Full-Time Regular

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