What are the responsibilities and job description for the Chatbot Operations Manager - Remote position at Vimeo?
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 :
Bonus Points :
Base Salary Range :
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.
About Us :
Vimeo (NASDAQ : VMEO) is the world's most innovative video experience platform. We enable anyone to create high-quality video experiences to better connect and bring ideas to life. We proudly serve our community of millions of users - from creative storytellers to globally distributed teams at the world's largest companies - whose videos receive billions of views each month. Learn more at www.vimeo.com .
Vimeo is headquartered in New York City with offices around the world. At Vimeo, we believe our impact is greatest when our workforce of passionate, dedicated people, represents our diverse and global community. We're proud to be an equal opportunity employer where diversity, equity, and inclusion is championed in how we build our products, develop our leaders, and strengthen our culture.
Summary
Company name : Vimeo
Remote job title : Chatbot Operations Manager
Job tags : Chatbots, Automation, AI, NLP, Support
Salary : $90,900 - $125,550
