Senior Manager

1 month ago

bangalore, India Vimeo, Inc. Full time

Senior Manager (Zendesk and Support tools)

The Systems & Technology team operates within the Customer Support, Safety, and Experience organization and has the crucial responsibility of ensuring the presence and optimal functionality of appropriate Support tools and technologies. The primary objective of the team is to support and accelerate the current and future operation, growth, and scalability of the Customer Support, Safety and Experience business.

As the Senior Manager of the Systems & Technology team within CSSE, you will be a seasoned leader responsible for overseeing a team of Zendesk developers and Admins (and co-managing data analysis, with the Sr. Data Analyst), who own the maintenance, development, and optimization of our Support tools to derive insights from interactions between our Support team and end users. Your expertise and strategic vision will drive innovation, streamline processes, and ensure that our Support delivery and operation teams are efficient, data-driven, and centered around delivering exceptional customer experiences.

In this role, you and your team will prioritize system stability, fostering innovation that directly enhances the customer and agent experience. You will collaborate with the Service Experience Product Manager, and other cross-functional teams to understand the needs of our customers and our support team(s), working tirelessly to enhance their journey and satisfaction.
By fostering an environment of continuous learning and improvement, you will empower your team to excel in their respective domains, leading to greater customer satisfaction and employee engagement.

What you’ll do:

Ensuring Systems Health:

Proactively supervise and maintain the optimal health and proper functioning of the support tools/systems Ensure the team provides high-quality and timely resolutions to technical issues and inquiries reported by the Support delivery and operations teams, minimizing disruptions to Support delivery and operations. Implement necessary measures to optimize system performance, ensuring smooth workflows and user experiences for the Support team. Track and report key metrics related to system health and user satisfaction.

Strategic Direction and Innovation:

Drive the strategic direction of team-level work with minimal oversight, aligning initiatives with the broader organizational strategy, with a specific focus on the Service Experience roadmap. Independently seek out and act upon high-impact opportunities for improvement in customer experience, team efficiency, and individual growth. Utilize a deep understanding of the current strategy to propose innovative solutions and improvements. Mentoring and Guiding Team Members: Provide ongoing mentoring and guidance to team members, ensuring they possess the knowledge, expertise, and tools needed to succeed in their roles. Empower team members to work independently and take ownership of tasks and projects from inception to completion, delivering high-quality results. Establish and monitor performance objectives for yourself and your team, ensuring alignment between individual goals and the overarching objectives and V2MOM of the CSSE organization and company. Act as a coach, supporting team members' development and identifying opportunities for growth. Identify high performers and provide opportunities for their growth and advancement within the organization. Support professional development opportunities to foster a culture of continuous learning and growth within the team.

Domain knowledge and expertise:

Serve as a company-wide expert in Support Tools (Zendesk, integrations, Dev work, etc) and Data tools. Set an example of rigor and thoughtfulness in tasks, projects, and interactions with stakeholders, colleagues, or peers. Proactively call attention to major challenges and pain points, driving the necessary changes for improvement. Practice effective change management to ensure the smooth adoption of new tools and processes.

Develop and maintain knowledge through documentation and visualization:

Lead the documentation efforts for processes, workflows, and system configurations within the Systems & Technology team. Ensure everything is well-documented and easily accessible to team members. Work closely with your team members to visually represent system configurations, enhancing the team's clarity and ease of understanding. Promote a culture of knowledge sharing and documentation within the team, ensuring continuity and efficiency in operations.

Skills and knowledge you should possess:

Zendesk experience (proven experience with Zendesk) - a must. 3+ years of experience leading a technical team - Zendesk admins and Developers, IT, or an Engineering team (of 3+ members). Proven ability to lead and mentor technical team members, shaping their career development. Expertise in creating comprehensive job descriptions, setting clear Key Performance Indicators (KPIs), and designing personalized career paths for each individual, fostering a culture of growth and continuous improvement Proficient in deploying tools for system health monitoring and creating technical documentations A demonstrated history of successfully leading complex projects from inception to fruition. Strong understanding of customer support operations and processes, with a passion for enhancing the customer and agent experience. Excellent communication and collaboration skills across functional teams, exhibiting proficiency in effective teamwork. Coding and scripting experience - big advantage Scrum master/experience in Agile/Scrum - big advantage

Bonus points (nice skills to have, but not needed): 

Bachelor's degree in IT, business administration or related field Customer Support background - advantage Scrum master/experience in Agile/Scrum

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. Learn more at

  • Estate Manager

    7 hours ago

    bangalore, India Antara Senior Care Full time

    Role - Estate Manager / Facility Manage r to manage under construction high rise residential project in terms of workforce management, their safety and security and compliance management.Job Location - BangaloreNote - Ex Army / defence professionals with similar experience are preferred. (Under construction site facility management experience is...

  • Estate Manager

    7 hours ago

    bangalore, India Antara Senior Care Full time

    Role - Estate Manager / Facility Manage r to manage under construction high rise residential project in terms of workforce management, their safety and security and compliance management. Job Location - Bangalore Note - Ex Army / defence professionals with similar experience are preferred. (Under construction site facility management experience is...

  • Project Manager

    7 hours ago

    bangalore, India Antara Senior Care Full time

    JOB Role - Project Head for High rise luxury residential community construction for Senior CitizenJob Location - BangaloreQualification - B.Tech in Civil engineeringProject Head is responsible for ensuring highest quality of Civil, mechanical, electrical and plumbing works in accordance to project specific cost and schedule requirements. This a key...

  • Project Manager

    7 hours ago

    bangalore, India Antara Senior Care Full time

    JOB Role - Project Head for High rise luxury residential community construction for Senior Citizen Job Location - Bangalore Qualification - B.Tech in Civil engineering Project Head is responsible for ensuring highest quality of Civil, mechanical, electrical and plumbing works in accordance to project specific cost and schedule requirements. This a key...

  • Senior Manager – Project Management

    1 month ago

    bangalore, India Genpact Full time

    Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people –...

  • Senior Manager

    5 days ago

    bangalore, India Eurofins Full time

    Job Description Senior Engineering Manager Eurofins IT Solutions, Bengaluru, Karnataka, India With facilities in Europe, the United States and Asia, Eurofins Genomics is an internationally leading provider of DNA sequencing services, genotyping services, DNA synthesis products and bioinformatics services for pharma, diagnostics, food,...

  • Senior Manager

    2 months ago

    bangalore, India Genpact Full time

    Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people –...

  • Senior Product Manager

    5 days ago

    bangalore, India BlackLine Full time

    Job Description Get to Know Us: It's fun to work in a company where people truly believe in what they're doing! At BlackLine, we're committed to bringing passion and customer focus to the business of enterprise applications. Since being founded in 1, BlackLine has become a leading provider of cloud software that automates and controls the...

  • Senior Marketing Manager

    2 months ago

    bangalore, India BEST Properties Full time

    Company DescriptionWelcome to BEST Properties. We are passionate about providing premium villa and villa plots for sale in Green Valley, Guddahatti Village, near Electronic City, Bangalore, Karnataka. Our project boasts a 21-acre area, 9 acres of which is dedicated to Green Valley phase-2, in addition to 12 acres of Green Valley phase-1. Our facilities...

  • Senior Brand Manager

    2 months ago

    bangalore, India THE ROBERTS GROUP Full time

    Senior Brand Manager (#4287 – Elk Grove Village, IL area) Develop annual marketing plans for this food manufacturer to support foodservice and retail marketing channels. Develop marketing budget, manage product messaging development, and oversee agency relations. MBA preferred with 8+ years CPG marketing-related experience in foodservice; leadership...

  • Senior Program Manager

    5 days ago

    bangalore, India Technicolor Group Full time

    Job DescriptionA Senior Program Manager is a highly skilled hands-on senior-level professional responsible for overseeing and managing multiple projects within TCS (Enabling Functions & Brands) to ensure they align with TCS's strategic objectives. The role involves planning, executing, and closing projects while ensuring that they are completed on time,...

  • Senior Manager HR

    1 week ago

    bangalore, India Le Roma Gardenia Full time

    Le Roma Gardenia, a reputable leader in the hospitality industry, is seeking a highly experienced and strategic-minded Senior Manager HR to oversee our human resources department. As the Senior Manager HR, you will be responsible for developing and implementing HR strategies, policies, and programs that align with the company's goals and values. The ideal...

  • Senior Manager HR

    2 months ago

    bangalore, India Le Roma Gardenia Full time

    Le Roma Gardenia, a reputable leader in the hospitality industry, is seeking a highly experienced and strategic-minded Senior Manager HR to oversee our human resources department. As the Senior Manager HR, you will be responsible for developing and implementing HR strategies, policies, and programs that align with the company's goals and values. The ideal...

  • Senior Manager

    4 weeks ago

    bangalore, India Walmart Sourcing Full time

    Experience summaryHas a history of delivering value to customers within the field of expertise and demonstrate a subject matter expertise.Accountable for evolving and driving the product vision & strategy for the product, partnering with business stakeholders to set the future direction as part of the wider business strategy.Writing user stories, creating...

  • Senior Project Manager

    2 weeks ago

    bangalore, India Novo Nordisk AS Full time

    Department: Financial Planning & Analysis, GBS Are you an experienced finance professional looking for a new challenge? Do you have a passion for driving financial processes and providing business insights? We are seeking a Senior Project Manager to join our Global Finance GBS Bangalore team at Novo Nordisk. If you are ready to take the next step in...

  • Media: Manager/Senior Manager

    5 days ago

    Bangalore, India Mediabrands Full time

    Media: Manager/Senior ManagerSeniority Level: Mid-Level (4 - 6 Years)Job Function: Media PlanningEmployment Type: Full TimeJob descriptionPosition SummaryWe are currently seeking a Manager/ Senior Manager - Media to oversee and develop our media service offering and to help, develop, execute, and optimize Interactive Avenues most challenging media strategies...

  • Senior Product Manager

    3 weeks ago

    bangalore, India Intuit Full time

    Senior Product ManagerOverviewJoin Intuit as a Senior Product Manager on the Practice Workforce Operations team, supporting Customer Success. Intuit's Customer Success team is transforming the industry with a suite of high-touch professional services powered by data-driven, technology-led operations and a distributed professional workforce.We are seeking an...

  • Senior Engineering Manager

    2 months ago

    bangalore, India Razorpay Full time

    The Role: A Senior Engineering Manager at Razorpay comes with considerable engineering management experience and proven leadership skills. You are expected to work on multiple projects at the same time, and also build and manage teams of engineers, possibly with a diverse set of tech skills. You may also be required to manage first-line managers....

  • Senior Business Development Manager

    7 hours ago

    bangalore, India Bio Concepts Full time

    Bio Concepts Pty Ltd is the first ‘Practitioner Only’ supplements company to successfully launch into India under their brand Orthoplex. Orthoplex has a 40-year-old legacy and is a market leader in Australia and other markets. The Company is renowned for providing cutting-edge education and setting the standards for quality, purity, and...

  • Senior Engineering Manager

    2 weeks ago

    Bangalore City, India GlobalLogic Full time

    We are Looking for Senior Manager Engineering Please find below JD Hiring Senior Manager with a blend of technical expertise, project management prowess, P& L, and strong people leadership skills is crucial for driving success in our industries. Here's a breakdown of what we are look for in each area:Technical Skills: Ensure the candidate has a solid...