Customer Service

Outsourcing Operations Manager - Madrid

ESP - Madrid

The Global Customer Experience Team has built a new Outsourcing Operations Manager position based on Madrid, passionate about ensuring high-quality processes and performance at vendors we demonstrate to deliver services to our customers. This professional will work with both external vendors and internal stakeholders across all EU HomeAway brands to passionately improve performance in customer service, sales and operations.
Metrics include service level, conversion, quality, customer contact rate, and costs. The persona will play a key role in leading vendor relationships and a critical role in defining process and systems between HomeAway Customer Experience and third-party vendors. This position will also champion programs focused on improving HomeAway product and process to enhance customer experience. The Outsourcing Operations Manager will report directly to the Director of Global Outsourcing and will need to work effectively in a matrixed environment. This role will require domestic and international travel up to 20% of the time.

Responsibilities include:
-Participating in defining and implementing process and tool integration between HomeAway and third-party vendors to ensure strong customer experience across a variety of HomeAway products and services
-Launching new vendors to handle transactional work relating to customer service, payments and operations
-Handling vendors to ensure critical performance levels are being achieved spanning customer, operational and business objectives
-Participating actively in the forecasting process and ensuring that staffing and scheduling are appropriate for the volumes
-Participating in vendor governance programs, including day-to-day performance management, operational reviews, quality calibration calls and business reviews
-Leading process, policy and product programs to improve customer experience for work handled by our third party vendors
-Ensuring adequate controls are in place to satisfy financial and compliance audits
-Reconcile and approve invoices
-Leading ad-hoc critical projects supporting the Global Customer Experience strategic objectives

All outsourcers within Europe excluding the UK market.

Skills and experience required for this position include:
-Bachelors degree
-5+ years relevant experience - Vendor management and customer service management experience preferred
-Fluent in English and Spanish/French/German/Italian
-Demonstrated experience of leading strategic, cross-organizational programs to positively impact customer experience
-Mastery of operational excellence techniques such as six sigma, lean solutions and other statistical toolsets will be a plus
-Able to work in cross-organizational/regional team
-Self-starter, have a bias for action and be able to work towards results

What we offer?
In addition to an attractive compensation plan we offer regular social gatherings, chill-out and lunch areas and a range of benefits including free drinks, snacks/fruit and breakfast. You will work in a modern office environment as an integral part of a motivated and dynamic team, supported by a Company with a desire to deliver exceptional service to our customers and extraordinary business performance.

Who are we?
HomeAway, Inc., based in Austin, Texas, the world's leading online marketplace for the vacation rental industry, with sites representing more than 1 million online bookable vacation rentals. 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 handle bookings online.

For more information about HomeAway, please visit

We are looking forward to welcoming you on board!

HomeAway is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Note to Third-Party / Recruitment Agencies / Executive Search Firms: HomeAway does not accept unsolicited resumes from third-party recruiters or recruiting agencies. Please do not forward unsolicited resumes to any employees of HomeAway.

HomeAway is not responsible for any fees related to unsolicited resumes.