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Customer Experience - Trust & Safety Manager - South of Europe

Spain - Madrid


Trust & Safety Manager - South of Europe & Germany

Are you interested in helping people take their dream vacations by providing trust & safety support. HomeAway is an exciting, international company that is transforming the market to become the world's leading vacation rental marketplace.

We are seeking a Trust & Safety Manager for our South of Europe & German team.

This role will be based in our Madrid office and will report to the Global Trust & Safety Senior Manager.

As a member of our Trust and Safety group, you will have operational agents reporting directly to you across functional groups. You will have the opportunity to form strong relationships with a variety of teams within Expedia Group.

Role Responsibilities:

  • Manage South of Europe & German Fraud/Marketplace Operations.
  • Responsible delivering performance for our Marketplace Operations.
  • Manage trust and safety agents to detect fraud, abuse, marketplace policy violations, account security for both sides of the marketplace.
  • Produce metrics to key stakeholders to identify trends and emerging threats.
  • Defining structure and team workload, deploying resources to enable the prevention and detection of Fraud.
  • Be trust & safety point of contact for other departments related to the South of Europe & German markets.
  • Drive process optimization and implement new strategies to improve Fraud & Marketplace Operations.
  • Providing accurate and informed root cause analysis to the Senior manager of Fraud Operations on your team's performance.
  • Carry out performance measurement, evaluate agents to improve team efficiency and provide feedback to agents in 1:1s.
  • Coordinate training for new hires and existing staff; participate in the delivery of training.
  • Execute WFM schedules in line with departmental policies in a timely manner.
  • Analyse historical data to anticipate contact and processing working volumes.
  • Integrate with internal global teams ensuring alignment with regional strategic goals.
  • Supporting, delivering and identifying continuous improvement plans with internal stakeholders to simplify processes, eliminate rework, and aim to deliver 'right first time' outputs.
  • Actively embracing an environment of ongoing change.

Required Experience

  • Fluent in English & Spanish; other languages desirable.
  • Proven experience in a customer service leadership role (Manager or Team Lead).
  • Task orientation; ability to plan and prioritise work.
  • Attention to detail and ability to interpret management information to make sound recommendations from analysis.
  • Exemplary communications, time management and organisational skills.
  • Strong verbal and written communication skills are a must.
  • Passionate about Fraud and Marketplace operations.
  • Professionalism and teamwork; good people and interpersonal skills to build effective relationships.
  • Experience of engagement with external stakeholders, or the ability to do so.
  • A proven track record of achieving and exceeding target results in a similar environment.
  • Ability to quickly identify problems, thoroughly analyse them and deliver feasible solutions.

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 with 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®,®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®,®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions,™, 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

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, religion, gender, sexual orientation, national origin, disability or age.


Job Category
Information Technology Group

Job Function
Security Operations

Spain - Madrid

Job Type
Full-Time Regular

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