[Remote] Sr. Manager, Customer Insights & Readiness (Support) at Vimeo

New York, New York, United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Video Streaming, BiotechnologyIndustries

Requirements

Candidates must have over 3 years of experience in a customer support leadership role managing teams of 4 or more, with a proven history of data analysis, insights generation, and cross-functional collaboration. Deep experience in operational rigor, including planning and enhancing work methodologies and project tracking frameworks, is essential. A strong understanding of customer support operations and processes, including direct experience with tools like Zendesk, is required. Excellent storytelling and presentation skills, proficiency in data manipulation and visualization tools such as Tableau and Zendesk Explore, and experience with Voice of Customer (VOC) methodologies are necessary. A hands-on, proactive, and "can-do" mentality is also crucial.

Responsibilities

The Senior Manager will directly manage and mentor a team of Support Product Leads, fostering their development and enabling them to act as liaisons between Customer Support, Product, and Engineering. This role involves developing and implementing systems for gathering, analyzing, and reporting on customer feedback and pain points to drive product improvements. The manager will also introduce and lead a framework for operational excellence, enhance internal readiness processes for support teams, and define key metrics to demonstrate the impact of insights and readiness efforts. Responsibilities include building strong relationships with stakeholders, acting as a champion for the Voice of the Customer, and maintaining knowledge management systems.

Skills

Customer Support

Product Management

Engineering

Customer Experience

Data Analysis

Reporting

Team Leadership

Mentoring

Stakeholder Management

Customer Feedback Analysis

Product Development

Operational Rigor

Workflow Development

Vimeo

Video hosting and sharing platform

About Vimeo

Vimeo provides a platform for creating, hosting, and sharing high-quality videos, catering to a wide range of users from individual creators to large teams. Users can utilize various tools and services to produce and distribute their video content effectively. Vimeo operates on a subscription model, offering different tiers that provide various features to suit the needs of its diverse clientele. This company stands out from competitors by focusing on high-quality video experiences and offering additional services like video monetization and live streaming. Vimeo's goal is to empower users to connect globally through their video content, facilitating creative storytelling and collaboration.

New York City, New YorkHeadquarters

2004Year Founded

$437.7MTotal Funding

IPOCompany Stage

Consumer Software, EntertainmentIndustries

1,001-5,000Employees

Benefits

Unlimited paid time off

Company-matched 401k

Medical and dental

Daily breakfast, plus snacks and drinks aplenty

Company outings and events

Tuition reimbursement

Company equity

Company-matched charitable donations

Parental leave and adoption assistance

Risks

Emerging platforms like TikTok challenge Vimeo's market share.

AI-generated content may impact demand for traditional video tools.

Regulatory challenges in Europe could affect Vimeo's operations.

Differentiation

Vimeo offers a comprehensive video platform for creators and enterprises.

The platform supports spatial videos, enhancing immersive content creation.

Vimeo's partnerships with cultural institutions expand its reach and brand prestige.

Upsides

Growing demand for spatial video content boosts Vimeo's market position.

Video monetization strategies offer new revenue streams for Vimeo.

Remote work trends align with Vimeo's collaboration tools for distributed teams.

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