Sr. Manager, Customer Insights & Readiness (Support)

Sr. Manager, Customer Insights & Readiness (Support)

As the senior manager of Customer Insights and Readiness (Support), you will play a pivotal role in shaping Vimeo's customer experience. You will oversee a team of Support Product Leads who serve as a critical bridge between Customer Support, Product, and Engineering teams. By digging deep into customer interactions, you and the team will distill and surface actionable insights that drive product improvements.

Beyond insights, you will instill a high level of operational rigor to ensure our support teams possess the necessary product knowledge and tooling to provide exceptional customer service. Your ability to refine and develop workflows, track progress, and proactively address challenges will be key to your success and that of your team.

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 ENG 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 :

Operational Rigor & Service Readiness :

Skills and Knowledge You Should Possess :

Base Salary Range :

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! 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.

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.