Global Reviews Program Administrator

 

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Opportunity:

 

HomeAway.com Inc. is an exciting, international, profitable, professionally-managed company that has transformed the vacation rental marketplace and operates the world’s largest and most-established vacation rental websites.

We are searching for a Reviews Program Administrator who will be responsible for the consistent implementation of the HomeAway traveler reviews program on a worldwide basis.

The Reviews Program Administrator will report to the HomeAway Trust & Safety Manager.

 

Responsibilities will include, but are not limited to:

 

• Ensure traveler generated review content complies with guidelines prior to publication on websites that utilize HomeAway traveler review services

• Monitor worldwide review moderation team to ensure traveler reviews are screened with a high level of efficiency, accuracy, and consistency

• Serve as an escalation resource for worldwide moderation team to clarify policies, suggest new/revised policies, and ensure uniform application of the policies

• Work closely with HomeAway Legal team to ensure review policies and procedures meet legal requirements

• Develop and monitor key metrics for the day-today execution of the reviews program

• Organize and execute bi-weekly meetings with worldwide review moderation team to evaluate conformance with review moderation SLAs, monitor status of review software bugs/enhancements, and identify and communicate potential policy/guidelines issues or refinements

• Suggest new or enhanced product features and/or messaging to improve the conversion of reviews, improve moderation efficiencies, and drive further engagement of the reviews program among travelers and owners

• Maintain detailed documentation of review software bugs & enhancement requests to be communicated with Traveler PM Candidate Profile To be considered for the position, the candidate must have experience in a leadership role with a customer service organization and have extensive experience with workflow-based systems. This person must be a self-starter with strong verbal and written communication skills, a passion for quality and consistency, and a strong attention to detail. Qualifications

• Minimum of 3 years experience in a Customer Service role

• Must have solid understanding of workflow-based systems

• Excellent verbal and written communication skills

• Must work well with others and be comfortable working on a global team

• Self-starter, must be able to work with minimum supervision

 

Location:

Austin, TX.

Limited travel.

 

How to Apply:

Contact Human Resources at careers@homeaway.com.