Director, Customer Service Product Management

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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