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Operations Manager Customer CARE

Date:  Jul 3, 2022
Location: 

Tunis, TN, 1053

Company:  Vista

Who We Are

Vistaprint is the marketing partner to millions of small businesses around the world, empowering each one to live their dreams. For more than 20 years, we have helped small businesses look and feel credible through high-quality marketing products that include signage, logo apparel, promotional products, flyers and postcards, business cards, websites, and digital marketing. With Vistaprint, small businesses can create and customize their marketing with easy-to-use digital tools and design-templates, or by receiving expert graphic design support. Our focus is on helping small businesses project a consistent and cohesive brand image that makes them look their best in-store, online, on-site and on-the-go.

 

Our Global CARE is a Business Unit within Vistaprint that acts as first responders dedicated to caring for our customer’s needs and concerns. The team has been critical in delivering best in class service committed and focused on providing a jaw dropping experience for our customers. We act as design and marketing consultants, general advisers, the fixers when things go wrong by creating lasting impressions and building authentic relationships. We are the dream makers of a wide range of small business owners.
Does the thought of leading, developing and driving dream makers excites you?
This journey requires a lot of work and passionate people to make it happen. A solution driven CARE Operations Manager that will provide a jaw dropping customer value is what we are looking for the Vistaprint Tunis.

 

This candidate is expected to become a strategic and tactical partner to our business unit. The role is responsible for the planning and execution of the customer care strategy for our customers globally. This would include contact channel optimization, process improvement and customer experience tackling issue resolution, process enhancements, customer escalations and graphic design improvements. This leader is expected to participate in the program development of the department with core duties including management and leadership of processes and people.  

Directs and prepares activities to determine operational effectiveness and revises programs to increase quality and productivity. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale. 

Success is measured by the organization’s ability to provide high quality services, improving performance, improving customer experience, optimizing cost by increasing efficiency, and achievement of metrics. The leader in this role actively contributes to the overall company operational targets as well as the daily business decisions.  

 

Duties and Responsibilities 

 

  • Help Team leads and front-line employees to clarify goals and actions to achieve them 

  • Hiring, training, developing, and evaluating managers for domain 

  • Assists in solution management dedicated to providing a positive work environment, fostering teamwork, growth and maintaining a high team morale 

  • Monitoring and reviewing domain performance to ensure that business is being processed in an efficient manner and within service standards. 

  • Promoting success by consistently analyzing and capitalizing on process improvement opportunities 

  • Participating in cross-functional communications and meetings to support the specified unit and center 

  • Routinely measures customer satisfaction through formal and informal means and work to develop processes to respond to the identified needs 

  • Providing feedback and periodic reports to stakeholders 

  • Oversees and manages effective use of personnel resources to ensure service quality standards and budgetary scheduling standards are met 

  • Possesses conflict resolution, does conversation by focusing on values of openness, honesty, and respect. 

  • Should be a friendly communicative person, because when team is moving fast, communication is the effective force which holds the team together. 

  • Ability to identify, track and remove impediments 

  • Knowledge about tasks, backlog tracking, burndown metrics, velocity, user stories, etc. 

  • Familiar with common developmental practices, service-oriented environments, Agile practices (optional). 

  • Coach and mentor, Team leads and front-line employees to facilitate adoption and maturity 

  • Lead and influence others including those more senior on best practices 

  • Inspire others to adopt new processes and improvements based on program retrospectives 

  • Communicates organizational objectives, culture alignment, values, and goals to team 

           members and ensure that decision making is done basis the organization’s guiding principles 

  • Assists with people training needs analysis and program development 

  • Coaches’ Team leads and front-line employees on organizational standards and provides position training as required 

  • Maximizes potential of subordinates using established performance management methods and may conduct or assist in formal performance evaluations 

  • Monitors and ensures existence of supportive working environment(s) to promote high job satisfaction and morale 

  • Identifies performance and expectation gaps and facilitates resolution 

  • Identifies operating opportunities for continuous improvement and efficiencies 

  • Recommend and implement specific procedures to ensure maximum effectiveness and 

  • efficiency of service.  

  • Establishes operating procedures consistent with the company policies & objectives and ensures their execution 

  • Evaluates the results of the operation regularly and systematically by analyzing reports, listening to calls taken, and working with other team members 

  • Ensure established departmental goals are met thru on-site management as well as reporting, trending, and tracking 

  • Performs other duties as assigned 

 

Leadership Behaviors  

Drive Innovation: Generate new or unique solutions and embrace new ideas that help sustain our 

business (encompassing everything from continuous improvement to new ideas). Collaborate with Customers and other stakeholders:  

Develop and leverage relationships with stakeholders to appropriately stretch and impact the 

organization.  

   

Act Like an Owner:  Deliver results, creating value for our brand, our employees, our customers, and key stakeholders.  

  

Inspire Others: Demonstrate the passion for the business and give people a reason to believe anything is 

possible.   

  

People Developer: Develops others/team to perform and contribute to organization's objectives, as well 

as help meet personal development goals.   

  

Adaptable: Maintains effectiveness during change and ambiguity or novel situations using creative 

solutioning.  

  

Strategic: Sees the big picture, thinks multi-dimensionally, identifies connections between situations or things that are not always apparently related/visible, and comes up with new ideas or different ways to enhance Vistaprint effectiveness and responsiveness 

  

Customer Obsessed: Promotes a service-oriented culture by developing systems, managing performance, and carrying out actions to proactively address the needs of the customer. Provides expert guidance to peers and teams in responding to client concerns with the appropriate solution in a timely manner.  

  

Excellence Champion: Sets high standards of performance for the team or organization. Can create 

standards of measure action plans to improve the team's output 

  

Data Driven. Identifies data patterns and trends and links them to performance variations. Makes 

projections based on understanding of data presented 

 

 In return, you will bring: 

   

At least 5 years in senior management experience in a contact center environment with a minimum of 5 years in a senior leadership position handling different types of business processes. Strong experience in client services and global collaboration. 

Demonstrable expertise and experience in people management, with an emphasis on managing multiple teams in a constantly changing environment. Able to work on a remote work environment. 

Excellent verbal and written communication in English and French (Spanish, Italian and German preferred)  

Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, and scheduling Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations. 

 

We're Remote-First:


In 2020, Vista adopted a Remote-First operating model and culture. We heard from our team members that having the freedom, autonomy, and trust in each other to work from home and, the ability to operate when they are most productive, empowers them to be their best. Vista also provides collaboration spaces for team members to work physically together when it's safe to do so and when in-person collaboration will deliver the best results. Currently we are enabled to hire remote team members in over 30 US States as well as several countries in Europe, including Spain, Germany, UK, Czech Republic, the Netherlands, and Switzerland


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