Vendor Manager, NA

| Austin

HomeAway, based in Austin, Texas, is the world leader in vacation rentals with more than 2 million places to stay in 190 countries, and is a part of the Expedia, Inc. family of brands.

HomeAway offers an extensive selection of vacation rental homes that provide travelers with memorable experiences and benefits, especially more room to relax, for less than the cost of traditional hotel accommodations. The company also makes it easy for vacation rental owners and property managers to advertise their properties and handle bookings online.

The Opportunity:

Our Global Customer Experience Team is seeking a Vendor Manager who will focus on ensuring our vendors are delivering the highest quality services to our customers by evaluation of processes and procedures. In this position you will collaborate with both external vendors and internal partners across all North America HomeAway brands with focus on improving customer experience performance in customer service, sales and operations. Critical metrics include service level, conversion, quality, customer contact rate, and costs. You will play a role in handling vendor relationships, defining process and systems between our HomeAway product and processes that improve customer experience. Reporting directly to the Director of Global Outsourcing, you will work in a matrices environment. This role will require domestic and international travel up to 20% of the time.

More of what you will be doing:

  • Participating in defining and implementing process and tool integration between HomeAway and third-party vendors to ensure strong customer experience across a variety of HomeAway products and services
  • Launching new vendors to handle transactional work relating to customer service, payments and operations
  • Ensuring critical performance levels are being achieved spanning customer, operational and business objectives
  • Participating actively in the forecasting process and ensuring that staffing and scheduling are appropriate for the expected volumes
  • Participating in standard vendor governance programs, including day-to-day performance management, weekly operational reviews, quality calibration calls and quarterly business reviews
  • Leading process, policy and product programs to improve customer experience for work handled by our third party vendors
  • Ensuring adequate controls are in place to satisfy financial and compliance audits
  • Reconcile and approve monthly invoices
  • Leading other ad-hoc critical projects supporting the Global Customer Experience strategic objectives

Skill and Experience Requirements:

  • Bachelor’s degree in a business or engineering field is required and advance degree is a plus
  • 5+ years meaningful experience - vendor management, business analyst, sales management and/or customer service management experience preferred
  • Shown experience of leading strategic, cross-organizational programs to positively impact sales and/or customer experience
  • Deep understanding of operational excellence using techniques such as Six Sigma, lean solutions and other statistical tool sets
  • Ability to work effectively in cross-organizational/regional team
  • Self-starter with a bias for action and be ability to work towards results

Benefits & Perks:

  • Competitive health and insurance benefits.
  • Competitive salary.
  • Annual target bonus or commission.
  • Paid vacation and sick time.
  • Vacation rental on a yearly basis (taxable benefit).
  • Employee Stock Purchase Program.
  • Free snacks and beverages.
  • Frequent company update talks with our leadership team.
  • Free listing on HomeAway.com.
  • Electronic, adjustable stand-up desk.
  • Discounted Metro & Rail pass.
  • Casual dress.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • JavaLanguages
    • JavascriptLanguages
    • ScalaLanguages
    • ReactLibraries
    • DjangoFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • CassandraDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • SalesforceCRM

Location

HomeAway has five offices in the Austin area with a 16-story global headquarters under construction at the Domain set to open in 2019.
11800 Domain Blvd, Austin, TX 78758

Insider's spotlight

How would you describe the company’s work-life balance?

HomeAway has the best work-life balance out of any company I've worked for. Not only are you given plenty of vacation time, they actually encourage you to use it. Around here, we call it a "whole vacation" because you're supposed to enjoy your time away from work and return recharged.

Kayla

Employer Brand & Digital Media Specialist

What projects are you most most excited about?

As a Software Engineer, I’m excited to rebuild an old JavaScript and jQuery STAB component into a new React based component. The goal is to update this component to our new tech stack so when consuming applications move to using Catalyst based applications we can ease the integration process.

Juliana

Software Engineer

What are some things you learned at the company?

I've learned to always be flexible and always question all assumption to a logical conclusion.

Dottie

Partner Success Account Manager

Passion for the business. When you genuinely believe in our mission and the unique value we offer owners/travelers, our clients feel your enthusiasm and want to work with you.

Nevo

Regional Sales Manager

Perks of working here

401(K) Matching
Casual Dress
Commuter Benefits
Company Outings
Dental
Game Room
Generous PTO
Health Benefits
Onsite Gym
Generous Parental Leave
Parking
Stocked Kitchen
Vision
Volunteering Opportunities
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