HomeAway, Inc., an Expedia brand based in Austin, Texas, is the world's leading online marketplace for the vacation rental industry, with sites representing over 1.2 million paid listings of vacation rental homes in 190 countries. Through HomeAway, owners and property managers offer an extensive selection of vacation homes that provide travelers with memorable experiences and benefits, including more room to relax and added privacy, 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 manage bookings online. The HomeAway portfolio includes the leading vacation rental websites HomeAway.com, VRBO.com and VacationRentals.com in the United States; HomeAway.co.uk and OwnersDirect.co.uk in the United Kingdom; HomeAway.de in Germany; Abritel.fr and Homelidays.com in France; HomeAway.es and Toprural.es in Spain; AlugueTemporada.com.br in Brazil; HomeAway.com.au and Stayz.com.au in Australia; and Bookabach.co.nz in New Zealand. Asia Pacific short-term rental site, travelmob.com, is also owned by HomeAway.HomeAway also operates BedandBreakfast.com, the most comprehensive global site for finding bed-and-breakfast properties, providing travelers with another source for unique lodging alternatives to chain hotels.

Global Customer Experience Operations Contact Drivers Analyst at HomeAway

About Us:

Have you ever had the opportunity to impact the lives of millions of people in a meaningful way and help them enjoy time away with their friends and families building memories? 

That is what we do here at HomeAway.com, an Expedia Inc. company. We are the leading vacation rental website in the world with more than one million online bookable vacation rentals. Our mission is to make every vacation rental in the world available to every traveler in the world through our online marketplace and we're committed to helping families and friends find the perfect vacation rental to create unforgettable travel experiences together. 

The Opportunity

HomeAway is seeking an experienced data analyst who thrives in a dynamic, fast-paced environment to join our Global Customer Experience Operations team. The successful candidate will be laser-focused on analyzing customer support contacts for patterns that help the team better understand who is calling and why. This analysis will be leveraged to drive customer support operational efficiencies and improve the customer experience both with customer support and our products. We are searching for a detail-oriented, self-directed team player with extensive experience working in a highly dynamic and collaborative environment, and the proven ability to communicate effectively with technical and non-technical partners at various levels within the organization.

Primary Responsibilities:

  • Analyze customer support contact to determine correlations, contact patterns, trends and opportunities
  • Continually look for new ways to analyze data and follow threads to discover actionable opportunities to increase efficiencies and improve the customer experience
  • Present actionable findings to stakeholders, partner with business program managers and trainers to implement programs and measure the results
  • Work with our reporting and analytics team to assist in architecting and implementing additional reporting and analysis capabilities
  • Continually improve and propose opportunities to improve existing contact analysis capabilities 
  • Become the subject matter expert on contact drivers and analysis for HomeAway Customer Experience
  • Collaborate across teams to expose any hidden contact drivers not shown through reporting

Candidate Profile:

  • 5+ years of operational data analysis experience preferably in a customer support environment
  • A passion for numbers and analysis
  • Excellent written and spoken communication skills
  • MS SQL skills - able to write select statements and a desire to develop more advanced skills
  • Advanced Excel data manipulation and aggregation skills
  • Knowledge of statistics and data analytics methods
  • Comfortable presenting to large internal groups and leadership team members
  • BA/BS required preferably in Math, Data Science, Business Administration or related fields (applicable experience may be substituted)
  • High level of organization and attention to detail
  • Familiarity with mining data from CRM and telephony systems is a plus
  • Must be creative and comfortable translating business requirements into technical requirements
  • Comfortable working on multiple projects at one time
  • Must work well within a collaborative team environment
  • High level of initiative, passion, and desire to create a world-class experience for customer
  • A proactive attitude to resolve problems and deliver results
  • Ability to thrive in a fast-paced, ever-changing environment

Benefits:

  • 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
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Why work with us
Founded by Brian Sharples and Carl Shepherd in February 2005, the idea behind HomeAway was to revolutionize the historically-fragmented vacation rental industry and establish the company as the clear market leader. The entrepreneurial spirit of the pioneers who created the very first vacation rental sites, many of which are now part of the HomeAway portfolio, fueled the early growth of the business and set the tone for the company culture that exists today. At HomeAway we work as a team, we work hard and we're competitive, but we always make time to celebrate our successes. From peer-nominated awards for those who have exceeded expectations with a free vacation, to company parties that celebrate holidays and achievements, we strive to maintain a culture where everyone's content and proud to call HomeAway their "home away from home!"
Culture
The HomeAway World Headquarters is located in downtown Austin, Texas. Employees love the proximity to restaurants, bars and retail — especially to the unofficial company cafeteria, the Whole Foods Market flagship store. The office space is also situated off of Lady Bird Lake, which has a fantastic hike and bike trail. HomeAway's four-story, 86,000-square-foot, mixed-use building was awarded Gold-level LEED certification in April 2010 for its use of eco-friendly materials. The design is vacation-themed and features a giant replica of the birdhouse from the HomeAway logo.
Perks & Benefits
Target Annual Bonus
Employee Stock Purchase Plan
4 Weeks' Vacation
Free drinks and snacks
Game room
Workout room/area, onsite showers and lockers, and bike lockers
Great medical, dental and vision plans

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