Jobs
>
Senior Manager
>
Bengaluru

    Senior Manager - Bengaluru, India - Livestream

    Livestream
    Livestream Bengaluru, India

    10 hours ago

    Default job background
    Description

    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 connect better and bring ideas to life. We proudly serve our growing community of nearly 300 million users — from creative storytellers to globally distributed teams at the world's largest companies. Learn more at

    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.

  • Unacademy

    Senior Manager

    4 hours ago

    Unacademy Bengaluru, India

    We are seeking a highly skilled and experienced Senior Manager to oversee content development,quality assurance , and operations within our organization. The ideal candidate will possess a comprehensive skill set, including content development expertise, quality assurance experie ...

  • Aster DM Healthcare

    Senior Manager/ Manager

    4 days ago

    Aster DM Healthcare Bengaluru, India

    MHA with 10+ Years of Healthcare Experience · • Undertake the development, implementation, monitoring and reporting of the Operational plans for the dept. · • Align dept. responsibilities to meet the strategic goals and interests of the organization. · • To clearly define respons ...

  • Walmart Sourcing

    Senior Manager

    2 days ago

    Walmart Sourcing Bengaluru, India

    Experience summary · Has 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 fu ...

  • Golden Opportunities

    Senior Manager

    12 hours ago

    Golden Opportunities Bengaluru, India

    Title - Senior Manager - Asset Finance - Bangalore · Candidate expectation and Roles & Responsibilities · `Managers should have a minimum of 10 + years of experience, asset finance, commercial loans, working capital, and other asset financing processes, Servicing & Administration ...

  • Saaki Argus and Averil Consulting

    Senior Manager

    5 days ago

    Saaki Argus and Averil Consulting Bengaluru, India

    Job Title: Senior Manager - Content Writing · Overview: · We are seeking a seasoned and accomplished Senior Manager in Content Writing to join our dynamic team based in Bangalore. The successful candidate will play a pivotal role in shaping and executing content strategies to enh ...

  • Oracle

    Senior Manager

    4 days ago

    Oracle Bengaluru, India

    The Oracle Cloud Infrastructure (OCI) team can provide you the opportunity to build and operate a suite of extensive scale, integrated cloud services in a broadly distributed, multi-tenant cloud environment. OCI is committed to providing the best in cloud products that meet the n ...

  • AdLift India

    Senior Manager

    6 days ago

    AdLift India Bangalore Urban, India

    Job Title: Senior Manager, Client Servicing · Location: Bangalore, India · Company: AdLift Marketing Pvt. Ltd · Experience: 7+ years in the advertising industry · Team Management: Proven track record of managing teams of at least 10 people · Department: Client Servicing · Adlift ...

  • Swiggy

    Senior Manager

    4 days ago

    Swiggy Bengaluru, India

    Way of Working: Hybrid - The employee needs to come to office twice a week. · Job Role : · HR Business Partner will be partnering with the BU/Functional Leaders in crafting people strategy and Talent plans to deliver Business goals and is responsible for the overall execution of ...

  • AB InBev India

    Senior Manager

    1 day ago

    AB InBev India Bengaluru, India

    Do you want to be a part of the fascinating story of over 500 iconic brands spanning across more than 100 countries? · Being the best beer company starts with finding the best people. While we have big brands, we have bigger opportunities as well. · AB InBev India is looking to h ...

  • ANSR

    Senior Manager

    21 hours ago

    ANSR Bengaluru, India

    Job Description: · Summary: · We are looking for an experienced leader for the role of Senior Manager – Service Delivery as part of our Service Delivery team to manage a wide range of programs. You will be responsible for supporting the delivery and overall success of the GCCs. T ...

  • K12 Techno Services Pvt. Ltd.

    Senior Manager

    12 hours ago

    K12 Techno Services Pvt. Ltd. Bengaluru, India

    Designation: Senior Manager / AVP · Location: Bangalore (Yeshwanthpur) · About Us: K12 Techno Services Pvt. Ltd. is a leading education service provider in India, offering a dynamic suite of academic support, services and solutions to schools. The education sector has extensivel ...

  • Navi

    Senior Manager

    6 days ago

    Navi Bengaluru, India

    About Navi · Navi is one of the fastest-growing financial services companies in India providing Personal & Home Loans, UPI, Insurance, Mutual Funds, and Gold. Navi's mission is to deliver digital-first financial products that are simple, accessible, and affordable. Drawing on ou ...

  • AB InBev

    Senior Manager IT

    6 days ago

    AB InBev Bengaluru, India

    Do you want to be a part of the fascinating story of over 500 iconic brands spanning across more than 100 countries? · Being the best beer company starts with finding the best people. While we have big brands, we have bigger opportunities as well. · AB InBev India is looking to h ...

  • Commonwealth Bank

    Senior Manager

    8 hours ago

    Commonwealth Bank Bengaluru, India

    RESPONSIBILITIES/ACCOUNTABILITIES · Adhere to the Code of Conduct. The Code of Conduct sets the standards of behaviour, actions and decisions we expect from our people. · The key responsibilities for this role: · You will be expected to perform the following tasks in a manner co ...

  • DIAGEO India

    Senior Manager

    8 hours ago

    DIAGEO India Bengaluru, India

    Purpose of Position · To Own and Provide end to end ER support for Diageo India and its subsidiaries · The Senior Manager - Employee Relations is responsible for overseeing and managing workplace relationships, resolving conflicts, and ensuring adherence to company policies. They ...

  • Publicis Sapient

    Senior Manager

    5 days ago

    Publicis Sapient Bangalore Urban, India

    We at Publicis Sapient, enable our clients to thrive in Next and to create business value through expert strategies, customer-centric experience design, and world-class product engineering. · The future of business is disruptive, transformative and becoming digital to the core. ...

  • Swiggy

    Senior Manager

    2 days ago

    Swiggy Bengaluru, India

    Way of Working: Hybrid: The employee needs to come to the office once a month. · About the Performance & Talent Management team · As an organization, our core performance philosophy is 'Sports team with a heart' where we embody the winning spirit of sports teams (winning mindset) ...

  • Ethinos Digital Marketing

    Senior Manager

    3 days ago

    Ethinos Digital Marketing Bengaluru, India

    Senior Manager/Paid are looking for dynamic and self driven candidate to join our team. · The basic role of the Senior Manager - Paid Media is to help achieve the business goals of our clients. They will be involved in executing complex B2B marketing campaigns across a variety of ...

  • Publicis Sapient

    Senior Manager

    5 days ago

    Publicis Sapient Bengaluru, India

    We at Publicis Sapient, enable our clients to thrive in Next and to create business value through expert strategies, customer-centric experience design, and world-class product engineering. · The future of business is disruptive, transformative and becoming digital to the core. ...

  • Useful BI Corporation

    Senior Manager

    1 day ago

    Useful BI Corporation Bengaluru, India

    As a Senior Sales Manager, you will play a pivotal role in driving revenue growth and expanding our market presence in the U.S. · You will be responsible for developing and implementing strategic sales initiatives, building strong client relationships, and leading a high-performa ...