Chatbot Operations Manager

Job Description

Vimeo is seeking a highly motivated and experienced Chatbot & Automations Manager to join our Digital Support team, part of the larger Customer Support department. This role will be critical in shaping the future of customer support at Vimeo by owning the strategy, development, and optimization of our chatbot and automation initiatives. This is an individual contributor role with the potential to grow into a people management position as the team expands.

What you’ll do:

• Lead chatbot development: Own the strategy, roadmap, design, implementation, and ongoing optimization and expansion of Vimeo’s customer-facing support chatbot.
  
  
• Implement and facilitate sustainable processes across Digital Support to regularly train the bot, address knowledge gaps, review conversation logs, and set in motion other feedback loops.
  
  
• Champion the end user experience, including tailoring chatbot interactions and handoffs for each of our customer segments. 
  
  
• Drive automation initiatives: Identify opportunities and implement solutions to automate self-service support processes, workflows, and responses across various surfaces. 

• Content creation and optimization: Develop and maintain high-quality chatbot conversation flows, integrated/personalized experiences, internal documentation, and other support content to ensure accuracy and effectiveness for both customers and staff. 
  
  
• Analyze, improve, report, and own performance: Continuously monitor chatbot and automations performance, analyze key metrics, and identify areas for improvement. Regularly report to stakeholders on key performance indicators and insights, with an emphasis on demonstrating meaningful impact. 
  
  
• Collaborate cross-functionally: Work closely with colleagues in Support, Trust and Safety, Product, Engineering, Marketing, and other teams to ensure alignment and successful implementation of chatbot and automation initiatives. 
  
  
• Help us stay ahead of the curve: Research and recommend emerging technologies and best practices in the emerging AI, chatbot, and automation space. 

Skills and knowledge you should possess:

• 3 years of experience in a chatbot development, conversational design, support automation, and/or knowledge management role. 
• Proven track record of successfully designing, building, and launching chatbots or other AI or automation-based interactive solutions. 
• Strong understanding of and familiarity with natural language processing NLP, GPT, LLMs, and conversational AI. 
• Experience with chatbot platforms and tools (e.g., Ultimate, Zoom Virtual Agent, Sierra, Ada, ChatGPT, Gemini, etc..). 
• Strong experience and comfort navigating, analyzing, and reporting metrics – able to explain highly technical concepts or data in layperson’s terms, but also able to dive into the weeds when necessary
• Experience with automation and API tools and technologies, such as Pendo and Retool. 
• Excellent analytical and problem-solving skills, with a penchant for being proactive and never settling for the status quo. 
• Strong communication and collaboration skills. 
• Passion for customer experience and a desire to solve key problems by improving support processes.

Bonus Points: 

• Experience with A/B testing and data-driven optimization. 
• Experience in the SaaS industry.
• Familiarity with ticketing and CRM systems like Zendesk and Salesforce. 
• Experience with AI-based translations. 
• Familiarity with Vimeo’s products and services 

Base Salary Range:

• NYC Metro, Bay Area, Seattle, & Los Angeles:    $101,000 - $139,500
• All other US cities outside above metro areas:   $90,900 - $125,550

At Vimeo, we strive to hire and nurture amazing talent across the globe. Actual salaries will vary depending on factors including but not limited to experience, specialized skills, internal alignment, and location.

Base salary is just one component of Vimeo’s total rewards philosophy. We offer a wide range of benefits and perks that appeal to the variety of needs across our diverse employee base! Other rewards may include variable compensation and Restricted Stock Units (RSUs). 

We also offer paid time off, generous 401k match, commuter benefits, Health Savings Account (HSA), Flexible Spending Account (FSA), fertility reimbursement, group term life insurances, wellbeing resources, and more.

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