Vimeo Chatbot Operations Manager 

United States, New York, New York 

414860732

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

We offer a wide range of benefits, perks, variable compensation and where eligible long-term incentive programs.

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