Experienced Chatbot Operations Manager – Digital Support Strategy & Automation

At arenaflex, we're revolutionizing the way we interact with our customers through innovative technology and exceptional support. As a highly motivated and experienced Chatbot Operations Manager, you'll play a critical role in shaping the future of customer support at arenaflex by owning the strategy, development, and optimization of our chatbot and automation initiatives. This is an individual contributor role with the potential to grow into a people management position as the team expands.

About arenaflex

arenaflex is a leading video experience platform that enables 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. Our mission is to empower creators and businesses to reach their full potential through innovative technology and exceptional support.

What You'll Do

As a Chatbot Operations Manager at arenaflex, you'll be responsible for leading the development and optimization of our customer-facing support chatbot. This will involve:

• Leading chatbot development: Own the strategy, roadmap, design, implementation, and ongoing optimization and expansion of arenaflex's customer-facing support chatbot.
• Implementing sustainable processes: Develop and implement processes to regularly train the bot, address knowledge gaps, review conversation logs, and set in motion other feedback loops.
• Championing the end user experience: Tailor chatbot interactions and handoffs for each of our customer segments to ensure a seamless and personalized experience.
• Driving 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.
• Analyzing, improving, reporting, and owning 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.
• Collaborating 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.
• Helping us stay ahead of the curve: Research and recommend emerging technologies and best practices in the emerging AI, chatbot, and automation space.

Skills and Knowledge You Should Possess

To succeed in this role, you'll need:

• 3 years of experience in a chatbot development, conversational design, support automation, and/or knowledge management role.
• A proven track record of successfully designing, building, and launching chatbots or other AI or automation-based interactive solutions.
• A 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

If you have experience with:

• A/B testing and data-driven optimization.
• 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.

What We Offer

At arenaflex, we offer a wide range of benefits and perks that appeal to the variety of needs across our diverse employee base. These include:

• A base salary range of $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).
• Paid time off.
• Generous 401k match.
• Commuter benefits.
• Health Savings Account (HSA).
• Flexible Spending Account (FSA).
• Fertility reimbursement.
• Group term life insurances.
• Wellbeing resources.

Why Join arenaflex?

At arenaflex, 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. If you're passionate about customer experience, innovation, and making a difference, we encourage you to apply for this exciting opportunity.

How to Apply

If you're ready to join a dynamic team and shape the future of customer support at arenaflex, please submit your application through the link below. We can't wait to hear from you! Apply for this job