JOB DESCRIPTION

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Associate Manager, VR Technical Support

You are passionate about Customer Experience and travel technology. You have implemented innovative ideas and built workflows to ensure customers consistently have a delightful experience each & every time they interact with your team. You have a strategic mindset but can roll up your sleeves to tactically execute. You possess a genuine desire to build career paths for your team, share your knowledge and industry best practices, and create an environment where people are energized, motivated, & want to grow their careers.

The position is responsible for leading and developing a Technical Support team for Vacation Rentals. The Associate Manager is tasked with balancing the requirements of effective supervision of a high volume, action packed technical support team, with providing leadership and training for the team in a fast-changing environment.

What you'll do:

Build and maintain an effective local Technical Support team that is part of a global, collaborative team imbued with a culture of empowerment and resolution

Develop relationships with multiple internal teams to identify skills and develop knowledge needed to build a highly effective Technical Support team, adding value to our customers, product teams, and development organizations

Contribute to the overall success of the global team by providing feedback, sharing information, and collaborating on best practices

Inspire and gain commitment from others towards the vision, mission, values, and organizational goals

Ensure team members meet performance and effectiveness expectations by setting clear expectations for operational performance, conducting one-on-one meetings, preparing weekly team meetings, reviewing individual and team goals, and providing construction coaching and feedback

Identify and resolve issues that may impair the team’s ability to meet team goals

Exercise critical thinking, problem-solving skills, and use sound judgement to address urgent issues efficiently and effectively

Analyze and leverage data to identify problem areas, make business decisions, and improve team processes

Identify opportunities for process improvement, engage with appropriate teams to create and deliver solutions to improve the effectiveness and efficiency impacting the Technical Support team

Develop a strong partnership with frontline teams through regular meetings, knowledge sharing, and addressing frontline concerns in a timely manner

Lead day-to-day processes and other duties as assigned

Drive complex issues escalated from customers all over the world to resolution

Who you are:

Diploma, University degree, or equivalent experience

Minimum 2 years leadership experience leading a 2nd level technical support team in a tiered support structure

Technically savvy and efficient in troubleshooting end-to-end troubleshooting complex environments across multiple internal teams

Experience supporting the Incident Management Process

A strong team player able to work well with differing personalities

Strong leadership skills including with effective performance management and coaching/feedback techniques

Have strong organization and analytical skills, with attention to detail and accuracy

Experience with data logging and monitoring tools such as Splunk, Kabana, New Relic, DataDog

Experience with Business Intelligence tools and data analysis such as SQL, Querybook, Tableau, etc.

Demonstrate a data-led approach, combining data, context, research, and expertise to make business decisions

Solid written, oral skills with ability to communicate effectively with both technical and non-technical clients

Excellent problem-solving skills, including issue tracking, triaging and crisis management

Knowledge of Lodging distribution, aka OTAs

Experience reviewing, creating, and modeling technical specifications

ITIL, Agile, or SDLC experience, including Kanban boards and roadmaps

Software QA experience

About Expedia Group

Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™.

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