Associate Manager, VR Technical Support

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

Why Join Us?

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.

We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a global hybrid work setup (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We're building a more open world. Join us.

Associate Manager, VR Technical Support

Introduction to the team

Expedia Product & Technology builds innovative products, services, and tools to deliver high-quality experiences for travelers, partners, and our employees. A singular technology platform powered by data and machine learning provides secure, differentiated, and personalized experiences for the traveler and our partners that drive loyalty and customer satisfaction.

The Associate Manager, VR Technical Supportis responsible for leading and developing a Technical Support team for API troubleshooting of Vacation Rental accounts. 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.

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.

In this role, you will:

• 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

Experience and qualifications:

• 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

• Knowledge of GraphQL APIs or XML is a plus.

#LI-RB6

Accommodation requests

If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.

We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.

Expedia Group's family of brands includes: Brand Expedia®, Hotels. com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals. com™, and Expedia Cruises™. © 2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

Employment opportunities and job offers at Expedia Group will always come from Expedia Group's Tale.