Full-Time Chatbot Operations Manager

Vimeo seeks a motivated Chatbot & Automations Manager to join our Digital Support team.

Role Overview:

This role is crucial in shaping the future of Vimeo's customer support, focusing on chatbot strategy, development, and optimization.

Responsibilities:

1. Lead chatbot development: Own strategy, roadmap, design, implementation, optimization, and expansion of Vimeo's customer support chatbot.
2. Implement sustainable processes: Train the bot, address knowledge gaps, review logs, and set up feedback loops for Digital Support.
3. Champion user experience: Tailor chatbot interactions and handoffs for customer segments.
4. Drive automation: Identify and implement solutions to automate self-service support processes and responses.
5. Content creation: Develop high-quality chatbot conversation flows, personalized experiences, internal documentation, and support content.
6. Analyze and improve performance: Monitor chatbot performance, analyze metrics, identify improvements, and report to stakeholders on KPIs.
7. Collaborate cross-functionally: Work with Support, Trust & Safety, Product, Engineering, Marketing, and other teams.
8. Stay ahead of the curve: Research emerging AI, chatbot, and automation technologies.

Skills & Experience:

• 3+ years of experience in chatbot development, conversational design, support automation, or knowledge management.
• Proven track record of designing, building, and launching chatbots or AI solutions.
• Strong understanding of NLP, GPT, LLMs, and conversational AI.
• Experience with chatbot platforms (e.g., Ultimate, Zoom Virtual Agent).
• Strong analytical and problem-solving skills.
• Excellent communication and collaboration skills.
• Passion for customer experience.

Bonus Points:

• Experience with A/B testing, SaaS, ticketing systems (Zendesk, Salesforce), AI-based translations.
• Familiarity with Vimeo's products and services.

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