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.

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 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:

• Develop and implement a robust system for gathering, analyzing, and reporting on product-specific customer feedback, pain points, technical issues, and feature requests.
• Utilize strong business acumen to separate critical insights from general noise, focusing the team's efforts on high-impact areas.
• Transform insights into clear, compelling narratives, collaborating with Product Management to champion the customer's voice and drive meaningful product improvements.
• Develop interactive reports and dashboards that synthesize customer insights from various data sources, guiding customer-centric decisions, and measuring your and your team's impact on the product roadmap.
• Build strong relationships with key organizational stakeholders, positioning yourself and your team as the Voice of the Customer champions.

Operational Rigor & Service Readiness:

• Introduce and lead a framework for operational excellence, including day-to-day work methodologies, project management, and task tracking.
• Collaborate with Product, Engineering, Marketing and other teams to enhance the internal readiness process, ensuring timely access and updates to product knowledge for Support teams.
• Proactively identify and remove blockers, finding creative solutions to ensure projects and initiatives stay 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 a demonstrated track record of hands-on data analysis, insights generation, and cross-functional collaboration.
• Deep, proven experience with operational rigor: You know how to evaluate, plan, and enhance work methodologies and project tracking frameworks to drive efficiency and productivity.
• Expert-level understanding of customer support operations and processes, including direct experience with tools like Zendesk.
• Excellent storytelling and presentation skills, with the ability to communicate complex concepts and compelling narratives to 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" mentality is essential.