Associate Manager of Technical Support, Expedia Group
Vacation Rentals
Online travel shopping company
Open for applications
Online travel shopping company
1001+ employees
Open for applications
1001+ employees
Company mission
Expedia's mission is to power global travel for everyone, everywhere.
Role
Who you are
- You are passionate about Travel technology and application support
- 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
- Bachelor’s in computer science or computer engineering or in a related technical field; or equivalent related professional experience
- Minimum 3+ years leadership experience leading 2nd level technical support 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, Kibana, 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
What the job involves
- The Associate Manager, VR Technical Support 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
- 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
Our take
Expedia is an online travel agency. They enable users to access a wide range of services including airline tickets, hotel reservations, car rentals, cruises, vacation packages, and various attractions and services via the world wide web and telephone travel agents. Its primary web businesses include Expedia.com, Hotels.com, Hotwire.com, and Egencia.com.
Between 2021 and 2022, Expedia has been selling and merging a list of its sub-brands in a bid to simplify its operations, including Egencia and Classic Vacations. Due to plummeting share prices, mostly in the case of its sub-brands, Expedia has been leveraging its subsidiaries' customer base and merging them into the company’s core brand. Contrasting this move, Expedia has also been partnering with tech start-ups in a bid to make travel more accessible to underserved groups. Becoming Rentable, a travel company for the disabled is one of 12 startups that are part of Expedia Group’s new Open World Accelerator Programme.
What this indicates is Expedia’s shift from buying other travel companies and a move towards enhancing the experience of its preexisting customer base. This move is aiding in a long-term plan for greater long-term traveler loyalty, utilizing Expedia’s vast amounts of data, not just from reviews, but from check-in, cleanliness, communication, cancelations, etc to inform how guests experience a property.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Leisure Travel Reimbursement
- Travel Discounts
- Family & Friends Discount
- Employee Assistance Program
- Wellness Reimbursement
- Global Service Awards
- Business Travel Medical Insurance
- Matching Gifts
- Expert Medical Opinion
- New Parent Benefit
- Employee Stock Purchase Plan
Company values
- Force Simplicity
- Include Consciously
- Trust Each Other
- Go Get What's Next
- Choose Fearlessly
Company HQ
Interbay, Seattle, WA
Articles
Leadership
Peter M. Kern
(CEO, not founder)Has been a director of Expedia Group since completion of the IAC/Expedia Group Spin-Off and has served as Vice Chairman of Expedia Group since June 2018. Previously CEO of Tribune Media and Managing Partner of InterMedia Partners VII, LP, a private equity firm.
People progressing
Joined as Manager - Strategic Initiatives and has been promoted multiple times to Senior Manager - Strategic Initiatives after 1 year, to Director - Strategic Initiatives also after 1 year, and again to Senior Director - Strategy & Supply after 2 years. Now works as the Vice President of the Travel Agent Affiliate Program.
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