Are you passionate about travel? Do you want to be in a high pace, high energy workplace bent on revolutionizing the industry? If so, we'd love to speak to you!
Vrbo is looking for a Technical Partner Advocate to join our team in Sydney, to support the APAC market. The Technical Partner Advocate is a member of the Partner Services team and manages Integrated Property Manager (IPM) account optimization. This position is responsible for maximizing IPM performance through the identification of issue drivers and development of comprehensive coaching plans.
What you'll do
Manage various channels in order to identify Integrated Property Managers (IPMs) that need consultation, based on performance across various metrics
Research drivers of performance and identify root causes behind concerns noted by a PM customer, Sales, and/or reporting
Provide explanations and create detailed action plans for the PM customer that include coordinated issue resolution across internal teams, behavioral modification, and/or technical instruction/training, depending on the scenario
Implement proactive issue solutions for target IPM customers, in coordination with Sales, software partners, Integrated Solutions, and Product teams
Provide recommendations and guidelines about listing on HA sites; work with PM customer to ensure compliance; train on products available and provide insight on performance enhancement techniques
Act as the liaison between the IPM and internal teams
Track and provide data on KPIs for IPM performance improvement across multiple checkpoints, as well as customer satisfaction
Keep a pulse on new product and service launches, as well as industry solutions, which help increase customer performance
Offer process feedback and actively participate in continuous improvement initiatives
Project manage other IPM-related team and business projects, working with cross-functional internal teams (Product, Integration Solutions, Business Development) to create and execute project plans
Who you are
You'd be great for this role if you have/ are able to:
Detail-oriented, quality-focused, organized self-starter
Excellent oral and written communication skills; able to communicate with our PM customers and partners in a way that serves our reputation, letting them understand how much we value their business and the experience of our travelers
Proactive problem solver who can identify complexities and maintain ownership of processes and issues
Flexible and comfortable with changes to processes; ability to self-direct, as necessary, and make good judgments based on information available
Experience establishing KPIs, reporting on results, and adjusting procedures to improve results
3-5 years of experience in client services, implementation management, or similar field
Experience working with cross-functional teams, including Product, Development, Product Marketing, and Sales teams
Familiar with or able/willing to quickly learn multiple internal systems
Experience with Excel necessary; experience with Salesforce.com, issue-tracking software (JIRA, Rally, etc.), and with XML preferred
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 the 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®.
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.