Associate Manager, Customer Product 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, Customer Product Support

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

The Associate Manager Vacation Rental Technical Support role sits with the Service and Operations team within Expedia Product and Technology. The Vacation Rental Technical Support team is a part of a global team with multiple offices. This is a customer facing team. The team is responsible for triaging reported issues, identifying the scale of impact quickly, and managing the remediation of issues that disrupt Vrbo software users, services, and systems   Your passion for identifying back end system issues and problem management will provide you and your team with an opportunities to mitigate issues impacting Vrbo software, hence improving Vrbo partner and traveler experiences.This position is located in Gurgaon, India. This is a hybrid position with the expectation of being in the office for 3 days.

In this role, you will:

• Build and lead a local Tier 3 technical support team of associates including hiring, onboarding, training, and supervising staff

• Be responsible for the backlog of customer reported issues and taking action to reduce backlogs as needed

• Ensure reported issues are investigated thoroughly and root causes are identified and addressed to prevent future problems

• Monitor backlog for trends and patterns that may indicate a deeper issue with widespread impact to Vrbo software users

• Engage actively with subject matter experts to address high priority and escalated issues

• Communicate effectively with customers and internal cross functional stakeholders, including engineers, product management, and senior leadership, as needed for the investigation and solution for escalated and/or persistent issues

Experience and Qualifications:

• Diploma, University degree in computer science or computer engineering or in a technical related field; or equivalent professional experience

• Minimum 2 years leadership experience managing an L3 technical support team, or similar role as a QM team manager or Technical Program Manager

• Strong understanding of software development processes, and system architecture

• Experience working with product and engineering teams, where a high-level understanding of the technical stack is required

• Experience in managing and aligning stakeholder expectations, often working with cross-functional and geographically distributed teams

• Demonstrable leadership experience building an effective, high performing L3 Support team, QM team, or leading engineers

• Demonstrated experience in identifying and mitigating issues that impact partner and customer systems and services

• Experiencing supporting the Incident Management Process

• Knowledge of Lodging distribution, aka OTAs 

• Solid written, oral skills with ability to communicate effectively with both technical and non-technical clients, internal stakeholders, and senior leadership

• Experience with Business Intelligence tools and data analysis such as Querybook, Salesforce reporting, Tableau

• Working knowledge of logging tools such as Kabana, Splunk, Datadog

• Experience using RestAPI , Swagger, Github to troubleshoot back end services

• Salesforce experience

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 Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.

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.