Chatbot Operations Manager

Job Description

Company: Vimeo
Location: New York, NY
Job Type: Full-Time, Remote
Experience: 3-4 Years in Chatbot Development, Conversational Design, or Support Automation
Education: Bachelor’s degree in a related field (preferred)
Expected Salary: $101,000 – $139,500 per year (Base salary for NYC Metro; additional on
target commissions apply)
Job Category: Information Technology, Customer Service, International Jobs, Remote Jobs
Website: Website info
Contact: Contact us

Key Responsibilities:

Chatbot Development:
→ Lead the strategy, roadmap, design, implementation, and ongoing optimization of
Vimeo’s customer-facing support chatbot.
→ Champion the end-user experience by tailoring chatbot interactions and effective
handoffs for different customer segments.
Process & Content Optimization:
→ Implement and facilitate sustainable processes to regularly train the chatbot,
address knowledge gaps, review conversation logs, and establish feedback loops.
→ Develop and maintain high-quality chatbot conversation flows, personalized
experiences, and internal documentation.
Automation Initiatives:
→ Identify opportunities to automate self-service support processes, workflows, and
responses across various digital channels.
→ Drive automation projects to reduce manual tasks and improve overall support
efficiency.
Performance Analysis:
→ Continuously monitor chatbot and automation performance, analyze key metrics,
and identify areas for improvement.
→ Regularly report on performance indicators and actionable insights to
stakeholders.
Cross-Functional Collaboration:
→ Work closely with teams in Support, Trust & Safety, Product, Engineering, and
Marketing to ensure alignment and successful implementation of chatbot and
automation strategies.
Innovation & Best Practices:
→ Research and recommend emerging technologies and best practices in AI, chatbot
development, and automation to keep Vimeo at the forefront of customer support
innovation.

Qualifications:

Experience:
→ Minimum 3 years of experience in chatbot development, conversational design,
support automation, or knowledge management.
Technical Skills:
→ Proven track record in designing, building, and launching chatbots or
AI/automation-based interactive solutions.
→ Strong understanding of natural language processing (NLP), GPT, LLMs, and
conversational AI.
→ Experience with chatbot platforms/tools such as Ultimate, Zoom Virtual Agent,
Sierra, Ada, ChatGPT, Gemini, etc.
→ Proficient in using automation and API tools (e.g., Pendo, Retool).
Analytical Skills:
→ Excellent analytical skills with the ability to interpret technical metrics and explain
complex data in layperson’s terms.
Additional Competencies:
→ Strong troubleshooting skills and a proactive approach to problem-solving.
→ Excellent communication and collaboration skills.
→ Bonus: Experience with A/B testing, SaaS industry experience, familiarity with
Zendesk and Salesforce, and AI-based translations.