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The Technical Optimization Specialist is a member of the Partner Services team and manages Integrated Property Manager account optimization. This person is responsible for improving IPM performance through the identification of issue drivers and development of comprehensive coaching plans. What you’ll do: You will manage various channels in order to identify Integrated Property Managers (IPMs) that need consultation, based on performance across various metrics You will research drivers of performance and identify root causes behind concerns noted by a PM customer, Sales, and/or reporting You will provide explanations and craft 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 You will implement dedicated issue solutions for target IPM customers, in coordination with Sales, software partners, Integrated Solutions, and Product teams You will 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 improvement techniques You will act as the liaison between the IPM and internal teams You will track and provide data on KPIs for IPM performance improvement across multiple checkpoints, as well as customer happiness You will keep a pulse on new product and service launches, as well as industry solutions, which help increase customer performance You will offer process feedback and actively participate in continuous improvement initiatives You will project manage other IPM-related team and business projects, working with cross-functional internal teams (Product, Integration Solutions, Business Development) to craft and execute project plans Who you are: Highly fluent in German and English Bachelor’s degree Proven and confirmed experience in client services, implementation management, or similar field Experience with Excel necessary; experience with Salesforce.com, issue-tracking software (JIRA, Rally, etc.), and with XML preferred 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 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 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 Dedicated problem solver who can identify complexities and maintain ownership of processes and issues If you have a hunger to make a difference with one of the most loved consumer brands in the world and to work in the dynamic travel industry, this is the job for you. Benefits & Perks: Competitive health and insurance benefits Competitive salary Annual target bonus or commission Paid vacation and sick time Employee Stock Purchase Program Free snacks and beverages Frequent company update talks with our leadership team Electronic, adjustable stand-up desk 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®, Vrbo®, 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 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 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, religion, gender, sexual orientation, national origin, disability or age. Interested in the position? Please send your application to email@example.com ! We look forward to hearing from you!