Senior Manager, Customer Service Product Management
Cimpress/Vistaprint
Manila, Philippines
2d ago

Your diverse perspective, life experiences, and skills are seen as a valuable competitive advantage in the success of Vistaprint.

Bring your experiences and skills to the table.

Key Responsibilities

  • Work cross functionally with a number of engineering and business teams to re-think, innovate and build new solutions for our customers and Care Specialists.
  • The processes, products and experiences you build will drive the experience of thousands of Care Specialist across the globe, speaking 10+ languages, and handling millions of contacts a year.

    You will use high judgement to make critical trade-offs, balancing both business requirements and technological trade-offs.

  • As owner of the global product roadmap, you will drive the evaluation, selection, implementation, and evolution of technology solutions.
  • You will work closely with our software development and design teams to deliver on this roadmap

  • Develop comprehensive product plans, incorporating requirements and business cases. Effectively prioritize and manage the scope of each product launch to deliver key capabilities on time and on budget.
  • Create and execute go-to-market plans for new features and processes. Define and monitor key performance metrics to ensure optimum performance and to identify improvement opportunities.
  • Assess process improvement and transformation opportunities and partner with process owners and stakeholders to scope opportunities, define problem statements and objectives, and identify and implement solutions.
  • Drive continuous operational improvements to improve operational efficiency
  • Qualifications

  • 7+ years of leadership experience in an operational excellence or product role within customer service, e-commerce or other related domains.
  • Strong track record of shaping business strategy for products and services
  • Experience in setting product definitions and roadmaps
  • Experience working cross functionally with development, design, operations and business teams
  • Excellent oral and written communication skills with the ability to influence others internally and externally
  • Have a passion for continuously improving customer (internal and external) and the employee experience
  • Knowledge of Lean, Six Sigma and Kaizen techniques
  • Strong analytical and quantitative skills; experience using data and metrics to test theories, confirm assumptions, and measure success.
  • Talent by a bus load, Vistaprint Manila

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