Associate Manager, Vr Technical Support

3 weeks ago

Dublin, Dublin City, Ireland Engineeringuk Full time

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 Support is responsible for leading and developing a Technical Support team for Vacation Rentals.
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 resolutionDevelop 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 organizationsContribute to the overall success of the global team by providing feedback, sharing information, and collaborating on best practicesInspire and gain commitment from others towards the vision, mission, values, and organizational goalsEnsure 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 constructive coaching and feedbackIdentify and resolve issues that may impair the team`s ability to meet team goalsExercise critical thinking, problem-solving skills, and use sound judgement to address urgent issues efficiently and effectivelyAnalyze and leverage data to identify problem areas, make business decisions, and improve team processesIdentify opportunities for process improvement, engage with appropriate teams to create and deliver solutions to improve the effectiveness and efficiency impacting the Technical Support teamDevelop a strong partnership with frontline teams through regular meetings, knowledge sharing, and addressing frontline concerns in a timely mannerLead day-to-day processes and other duties as assignedDrive complex issues escalated from customers all over the world to resolutionExperience and qualifications: Bachelor`s in computer science or computer engineering or in a related technical field; or equivalent related professional experienceMinimum 3+ years leadership experience leading 2nd level technical support in a tiered support structureTechnically savvy and efficient in troubleshooting end-to-end troubleshooting complex environments across multiple internal teamsExperience supporting the Incident Management ProcessA strong team player able to work well with differing personalitiesStrong leadership skills including effective performance management and coaching/feedback techniquesHave strong organization and analytical skills, with attention to detail and accuracyExperience with data logging and monitoring tools such as Splunk, Kibana, New Relic, DataDogExperience 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 decisionsSolid written, oral skills with ability to communicate effectively with both technical and non-technical clientsExcellent problem-solving skills, including issue tracking, triaging and crisis managementKnowledge of Lodging distribution, aka OTAsExperience reviewing, creating, and modeling technical specificationsITIL, Agile, or SDLC experience, including Kanban boards and roadmapsSoftware QA experienceIf 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 Expediareg;, ;, Expediareg; Partner Solutions, Vrboreg;, trivagoreg;, Orbitzreg;, Travelocityreg;, Hotwirereg;, Wotifreg;, ebookersreg;, CheapTicketsreg;, Expedia Group Media Solutions, Expedia Local Expertreg;, , and Expedia Cruises.
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.

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