Associate Manager, Customer Product Support

As an Associate Manager, Customer Product Support at Expedia Group, you will be part of a dynamic team working on cutting-edge technology to enhance travel experiences for both travelers and partners. You will play a crucial role in the Service and Operations team within Expedia Product and Technology, specifically focusing on Vacation Rental Technical Support. Your responsibilities will include triaging reported issues, identifying their impact, and managing the resolution process to ensure smooth operations for Vrbo software users. One of the key aspects of your role will be to build and lead a local Tier 3 technical support team, overseeing their hiring, training, and supervision. You will also be responsible for managing the backlog of customer reported issues, investigating root causes, and collaborating with subject matter experts to address high-priority and escalated issues effectively. Your deep understanding of software development processes and system architecture will be essential in identifying and mitigating issues that may impact partner and customer systems and services. To excel in this role, you should have a diploma or university degree in computer science or a related technical field, along with a minimum of 2 years of leadership experience in managing technical support teams. Strong communication skills, both written and oral, are necessary to engage with customers, internal stakeholders, and senior leadership effectively. Experience with incident management processes, lodging distribution, and various tools such as Salesforce reporting, Tableau, Splunk, and RestAPI will be beneficial in troubleshooting backend services and analyzing data. At Expedia Group, we value diversity, inclusion, and collaboration to drive our success in shaping the future of travel. If you are passionate about leveraging technology to create memorable travel experiences and are looking for a rewarding career journey, we invite you to join our global team at Expedia Group.,