Chatbot Operations Manager

Vestiaire Collective is the leading global online marketplace for desirable pre-loved fashion. Our mission is to transform the fashion industry for a more sustainable future by empowering our community to promote the circular fashion movement. Vestiaire was founded in 2009 and is headquartered in Paris with offices in London, Berlin, New York, Singapore, Ho Chi Minh and Hong Kong and warehouses in Tourcoing (France), Crawley (UK), Hong Kong and New York.

We currently have a diverse global team of 700 employees representing more than 50 nationalities. Our values are Activism, Transparency, Dedication and Greatness and Collective. We are proud to be a BCorp.

About the role 🖥️

The Chatbot Operations Manager is responsible for improving the end-to-end customer experience during their journey with our chatbot. You will lead a team of AI trainers and automation experts. Being customer-centric, data-driven, proficient in project management, and having cross-functional influence are essential for this role. You will report directly to the VP of Customer Service.

What you will do 👜

• Co-create the strategy for the digital chatbot.
• Partner with internal and external stakeholders to develop and execute the chatbot roadmap.
• Lead an automation team responsible for configuring chatbot flows and workstreams.
• Guide the team with methodologies to continuously find opportunities for automation experience improvement.
• Provide broad insights for the team through internal data analysis and external industry benchmarking.
• Manage team OKRs by coaching and providing guidance to ensure targets are achieved.
• Foster strong collaboration with cross-functional stakeholders to drive success in automation. Optimize existing workflows and improve overall team efficiency.
• Work with senior leadership and internal peer groups on continuous improvement projects aimed at enhancing customer experience.
• Oversee the updating and enhancement of the FAQ, ensuring it remains accurate, comprehensive, and user-friendly.

Who you are ⭐

• 5+ years of experience working with chatbots and automation systems within a customer support organization.
• Management experience leading teams and projects, ensuring successful delivery and team development.
• Deep knowledge of the conversational design industry and best practices.
• Experience working with large language models (LLMs) to predict and resolve support issues.
• Expertise in project design, communication, driving results, and managing changes.
• Strong data analysis skills with the ability to use data to define direction.
• Proven problem-solving and issue-resolution capabilities.
• Ability to thrive in a deadline-driven environment, with strong attention to detail and multitasking abilities.
• Ownership mentality and a team player, always focused on delivering high-standard results.
• Excellent verbal and written communication skills in both English and French.
• Sharp analytical and quantitative skills, with the ability to use data and metrics to back up assumptions, recommendations, and drive actions.
• Excellent customer experience intuition, with a track record of inventing innovative and user-friendly products.

What we offer 🎁

A meaningful job with an impact on the way people consume fashion and promote sustainability

The opportunity to do career-defining work in a fast-growing French-born scale up

The possibility to work as part of a globally diverse team with more than 50 nationalities 

Two days to help Project - reinforcing your activist journey and volunteer for an association

Significant investment in your learning and growth

Competitive compensation and benefits package

As full member of our entrepreneurial project, you will be eligible to free shares

Surveys show that women and members of underrepresented communities only apply for a job if they meet 100% of the required conditions. Does this sound like you? If so, Vestiaire Collective encourages you to reconsider your application. We look forward to receiving your application!

Vestiaire Collective is an equal opportunities employer