Vimeo
Overview
Sr. Manager, Customer Insights & Readiness (Support)
at Vimeo. You will oversee a team of Support Product Leads serving as a critical bridge between Customer Support, Product, and Engineering. By digging into customer interactions, you will distill and surface actionable insights that drive product improvements, and you will instill operational rigor to ensure our support teams have the necessary product knowledge and tooling to deliver exceptional service. What you’ll do
Team Leadership & Development:
Directly manage and mentor a team of Support Product Leads, fostering their development as subject matter experts and effective liaisons between CSE and the Product and Engineering teams. Mentor your team to become compelling storytellers, enabling them to effectively communicate complex customer insights to various stakeholders. Instill a hands-on, proactive, and "can-do" approach within the team, empowering them to drive initiatives and overcome challenges. Build strong relationships with key organizational stakeholders, positioning yourself and your team as the Voice of the Customer champions. Customer Insights and Advocacy:
Develop and implement a robust system for gathering, analyzing, and reporting on product-specific customer feedback, pain points, technical issues, and feature requests. Use strong business acumen to separate critical insights from general noise, focusing on high-impact areas. Transform insights into clear narratives, collaborating with Product Management to champion the customer’s voice and drive product improvements. Develop interactive reports and dashboards that synthesize customer insights from various data sources to guide customer-centric decisions and measure impact on the product roadmap. Operational Rigor & Service Readiness:
Introduce and lead a framework for operational excellence, including day-to-day methodologies, project management, and task tracking. Collaborate with Product, Engineering, Marketing, and other teams to enhance internal readiness processes, ensuring timely access and updates to product knowledge for Support teams. Proactively identify and remove blockers, finding creative solutions to keep projects on track and deliver tangible results. Define and track key metrics that demonstrate the impact of your team’s insights and readiness efforts on customer satisfaction and support efficiency. Maintain and enhance knowledge management systems to centralize product information for Support teams. Skills and knowledge you should possess: 3+ years of experience in a customer support leadership role (of 4+ members), with hands-on data analysis, insights generation, and cross-functional collaboration. Strong experience with operational rigor and familiarity with evaluating, planning, and improving work methodologies and project tracking. Expert-level understanding of customer support operations and processes, including direct experience with tools like Zendesk. Excellent storytelling and presentation skills for executive-level stakeholders. Proficiency in data manipulation and visualization tools such as Tableau and Zendesk Explore. Experience with Voice of Customer (VOC) methodologies. A hands-on, proactive, and "can-do" mindset. Compensation & Benefits
Base Salary Range:
NYC Metro, Bay Area, Seattle, & Los Angeles: $118,000 - $162,250; All other US cities outside above metro areas: $106,200 - $146,025. Base salary is one component of Vimeo’s total rewards. We offer a wide range of benefits and perks, including paid time off, 401k match, commuter benefits, HSA, FSA, fertility reimbursement, life insurance, 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 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. We’re proud to be an equal opportunity employer where diversity, equity, and inclusion are championed in how we build our products, develop our leaders, and strengthen our culture.
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Sr. Manager, Customer Insights & Readiness (Support)
at Vimeo. You will oversee a team of Support Product Leads serving as a critical bridge between Customer Support, Product, and Engineering. By digging into customer interactions, you will distill and surface actionable insights that drive product improvements, and you will instill operational rigor to ensure our support teams have the necessary product knowledge and tooling to deliver exceptional service. What you’ll do
Team Leadership & Development:
Directly manage and mentor a team of Support Product Leads, fostering their development as subject matter experts and effective liaisons between CSE and the Product and Engineering teams. Mentor your team to become compelling storytellers, enabling them to effectively communicate complex customer insights to various stakeholders. Instill a hands-on, proactive, and "can-do" approach within the team, empowering them to drive initiatives and overcome challenges. Build strong relationships with key organizational stakeholders, positioning yourself and your team as the Voice of the Customer champions. Customer Insights and Advocacy:
Develop and implement a robust system for gathering, analyzing, and reporting on product-specific customer feedback, pain points, technical issues, and feature requests. Use strong business acumen to separate critical insights from general noise, focusing on high-impact areas. Transform insights into clear narratives, collaborating with Product Management to champion the customer’s voice and drive product improvements. Develop interactive reports and dashboards that synthesize customer insights from various data sources to guide customer-centric decisions and measure impact on the product roadmap. Operational Rigor & Service Readiness:
Introduce and lead a framework for operational excellence, including day-to-day methodologies, project management, and task tracking. Collaborate with Product, Engineering, Marketing, and other teams to enhance internal readiness processes, ensuring timely access and updates to product knowledge for Support teams. Proactively identify and remove blockers, finding creative solutions to keep projects on track and deliver tangible results. Define and track key metrics that demonstrate the impact of your team’s insights and readiness efforts on customer satisfaction and support efficiency. Maintain and enhance knowledge management systems to centralize product information for Support teams. Skills and knowledge you should possess: 3+ years of experience in a customer support leadership role (of 4+ members), with hands-on data analysis, insights generation, and cross-functional collaboration. Strong experience with operational rigor and familiarity with evaluating, planning, and improving work methodologies and project tracking. Expert-level understanding of customer support operations and processes, including direct experience with tools like Zendesk. Excellent storytelling and presentation skills for executive-level stakeholders. Proficiency in data manipulation and visualization tools such as Tableau and Zendesk Explore. Experience with Voice of Customer (VOC) methodologies. A hands-on, proactive, and "can-do" mindset. Compensation & Benefits
Base Salary Range:
NYC Metro, Bay Area, Seattle, & Los Angeles: $118,000 - $162,250; All other US cities outside above metro areas: $106,200 - $146,025. Base salary is one component of Vimeo’s total rewards. We offer a wide range of benefits and perks, including paid time off, 401k match, commuter benefits, HSA, FSA, fertility reimbursement, life insurance, 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 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. We’re proud to be an equal opportunity employer where diversity, equity, and inclusion are championed in how we build our products, develop our leaders, and strengthen our culture.
#J-18808-Ljbffr