Experienced Full Stack Chatbot Operations Manager – AI-Powered Customer Support Innovation

At arenaflex, we're revolutionizing the way we interact with customers through innovative AI-powered solutions. As a highly motivated and experienced Chatbot Operations Manager, you'll play a critical role in shaping the future of customer support by owning the strategy, development, and optimization of our chatbot and automation initiatives.

Join arenaflex's Digital Support Team

As a key member of our Digital Support team, you'll have the opportunity to work closely with cross-functional teams to ensure alignment and successful implementation of chatbot and automation initiatives. With a focus on customer experience and problem-solving, you'll drive innovation and growth in our customer support operations.

Key Responsibilities:

*

Lead Chatbot Development:

Own the strategy, roadmap, design, implementation, and ongoing optimization and expansion of arenaflex's customer-facing support chatbot.

Implement Sustainable Processes:

Develop and maintain processes for regularly training the bot, addressing knowledge gaps, reviewing conversation logs, and setting in motion other feedback loops.

Champion End User Experience:

Tailor chatbot interactions and handoffs for each of our customer segments to ensure a seamless and personalized experience.

Drive Automation Initiatives:

Identify opportunities and implement solutions to automate self-service support processes, workflows, and responses across various surfaces.

Content Creation and Optimization:

Develop and maintain high-quality chatbot conversation flows, integrated/personalized experiences, internal documentation, and other support content to ensure accuracy and effectiveness for both customers and staff.

Analyze, Improve, Report, and Own Performance:

Continuously monitor chatbot and automations performance, analyze key metrics, and identify areas for improvement. Regularly report to stakeholders on key performance indicators and insights, with an emphasis on demonstrating meaningful impact.

Collaborate Cross-Functionally:

Work closely with colleagues in Support, Trust and Safety, Product, Engineering, Marketing, and other teams to ensure alignment and successful implementation of chatbot and automation initiatives.

Research and Recommend Emerging Technologies:

Stay ahead of the curve by researching and recommending emerging technologies and best practices in the AI, chatbot, and automation space.

Essential and Preferred Qualifications:

* 3 years of experience in a chatbot development, conversational design, support automation, and/or knowledge management role.

• Proven track record of successfully designing, building, and launching chatbots or other AI or automation-based interactive solutions.
• Strong understanding of and familiarity with natural language processing (NLP), GPT, LLMs, and conversational AI.
• Experience with chatbot platforms and tools (e.g., Ultimate, Zoom Virtual Agent, Sierra, Ada, ChatGPT, Gemini, etc.).
• Strong experience and comfort navigating, analyzing, and reporting metrics – able to explain highly technical concepts or data in layperson’s terms, but also able to dive into the weeds when necessary.
• Experience with automation and API tools and technologies, such as Pendo and Retool.
• Excellent analytical and problem-solving skills, with a penchant for being proactive and never settling for the status quo.
• Strong communication and collaboration skills.
• Passion for customer experience and a desire to solve key problems by improving support processes.

Bonus Points:

* Experience with A/B testing and data-driven optimization.

• Experience in the SaaS industry.
• Familiarity with ticketing and CRM systems like Zendesk and Salesforce.
• Experience with AI-based translations.
• Familiarity with arenaflex's products and services.

Compensation and Benefits:

* Base Salary Range: $101,000 - $139,500 (NYC Metro, Bay Area, Seattle, & Los Angeles) or $90,900 - $125,550 (all other US cities outside above metro areas).

• Variable compensation and Restricted Stock Units (RSUs) as part of arenaflex's total rewards philosophy.
• 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 arenaflex:

arenaflex (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 [www.arenaflex.com](http://www.arenaflex.com).

Join arenaflex's Diverse and Global Community:

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.

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