Director, Escapia Software Support

Director, Escapia Software Support

Are you looking for a meaningful career in a client-focused team environment where you get to use your excellent leadership and analytical skills to help others? Are you passionate about operational excellence, data-driven decisions, and inspiring teams to deliver world-class support? Are you a customer-focused self-starter, with excellent communication and listening skills, with a passion for leading and growing managers and teams to deliver high customer satisfaction? If so, we want to talk with you!

We are seeking a Director, Escapia Software Support to become part of our Software Leadership team. We operate a high touch, relationship centered, satisfaction focused, contact center that supports professional vacation rental property managers. In this role, you will lead a team of 50+ employees in North America and Australia through a leadership team of 7 managers. You will report directly to the Senior Director of Vrbo North America Operations. You will be tasked with development and execution of strategies to achieve high levels of customer satisfaction in this B2B business throughout the customer lifecycle. We are looking for extraordinary communication and teamwork skills to work effectively in a matrixed environment. Responsibilities include customer onboarding, professional services, and customer support. In addition, you will ensure that team members have the tools and training to do their jobs efficiently, advocate for product improvements, and provide business requirements when changes are needed.

What you’ll do:

• In this role you will advocate for customer experience and operational excellence as a member of the Escapia Software leadership team as you interact with the leaders of business, sales, marketing, product management, and development.

• Monitor and analyze key metrics and reporting to make sure defined service level, productivity, and customer satisfaction targets are met, and address issues quicky when they are not.

• Ensure the team’s success in delivering complex software implementations

• Be responsible for customer education through delivery of training material, product documentation, and tools

• Drive long-lasting and constructive relationships with your most important customers through an account management team

• Conduct ongoing analysis of contact drivers to drive continuous improvement in service levels, customer delight, and overall customer experience

• Lead associate and manager development through clear goal setting, training plans, regular mentoring, and performance reviews

• Regularly review and ensure that policies, procedures, and guidelines are being followed

• Advocate for process and policy changes to improve customer experience and innovate towards simplicity

• Develop and maintain subject matter expertise across functional areas of responsibility

• Create a diverse and high performing environment for people to do their best work

Who you are:

• You have 12+ years of experience, ideally across multiple functional areas in services, technical support, and operations

• 5+ years of experience managing and developing managers

• Experience managing technical operations, sales, or service teams in a B2B environment

• Consistent track record of delivering great customer satisfaction in complex, rapidly changing environments

• Validated ability to run multiple projects while also ensuring the successful day-to-day operations of the contact center

• Excellent interpersonal, communication and consulting skills with all levels of employees, including C-level management

• Customer support management experience required. Experience in the travel industry or working within a Software as a Service (SaaS) business preferred

• Ability to interpret information from multiple sources, work effectively and efficiently with large data sets, and make sound timely decisions from analysis

• Experience with Salesforce and services focused software, tools, and processes

• BA/BS or equivalent experience required

Location: This role is based in Austin, TX. Relocation will be considered for a candidate with the right skill set and experience.

Travel: Up to 10% primarily within North America

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The total cash range for this position in Austin is $182,500.00 to $255,500.00. Employees in this role have the potential to increase their pay up to $292,000.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.

Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual’s knowledge, skills, and experience. Pay ranges may be modified in the future.

Expedia Group is proud to offer a wide range of benefits to support employees and their families, including medical/dental/vision, paid time off, and an Employee Assistance Program. To fuel each employee’s passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership.View our full list of benefits.

Expedia iscommittedto creating an inclusive workenvironmentwith a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.