As the Manager, Customer Insights and Experience (Support), you will play a pivotal role in shaping the customer experience with Vimeo. 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 will distill actionable insights that drive product improvements. Simultaneously, you will refine and develop the collaboration and readiness process with other internal teams to ensure our support teams possess the necessary product knowledge to provide exceptional customer service.
What you’ll do:
Team Leadership & Development:
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.
Develop interactive reports and dashboards that synthesize customer insights from various data sources, tracking cross-functional initiatives, guiding customer-centric decisions, and measuring your team's impact on the product roadmap.Transform insights into clear recommendations, collaborating with Product Management to champion the customer's voice and drive meaningful product improvements.
Position yourself and your team as the Voice of the Customer champions across the organization, ensuring product development and roadmap prioritization reflects first-hand customer knowledge.Build strong relationships with key organizational stakeholders to ensure insights are acted upon.
Service & Product Readiness: Collaborate with Product Management, Engineering, Marketing, and other teams to enhance and evolve the internal readiness process to ensure timely access and updates to relevant product knowledge for Support teams, facilitating their ability to support customers effectively.
Operational Excellence:
Skills and knowledge you should possess:
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About Us:
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.