Sr Dir., Interactive Customer Support Operations – Lexington, MA

Get ready for an industry-shaking, career-exhilarating change in your life. Connect with VistaPrint, the e-business company that's revolutionizing the design and printing industry through highly advanced, proprietary technologies.

Are you passionate about your work? Do you embrace change, value achievement and thrive on sharing and exploring new ideas? If so, VistaPrint's environment of empowerment could be just right for your career. As one of the most successful technology and direct marketing companies around, we operate localized websites and serve millions of customers worldwide. We're looking for more talented team members to accelerate our consistent expansion and revenue growth including the following position:

Senior Director, Customer Support Operations – Lexington, MA

You're a hands-on leader with an entrepreneurial spirit. You could be the next Senior Director of Customer Support Operations at VistaPrint. You will establish and lead an integrated support program for our Strategic Partnership initiative. Your support program will incorporate the design and management of the overall Customer Support Operations approach and service in areas such as training for sales associates, call center groups, telephone-based support providers, and field-based support personnel. Thriving in a start-up environment, you will be a critical part of implementing this new initiative in its first year by overseeing all aspects of the customer experience onsite at our partner company locations. You will ensure a high quality and consistent experience for our strategic partners, using the new on-site applications, and second-level support through our contact center and in-field support managers. You will develop and manage this integrated approach to provide best-in-class support.

You will direct associate and manager support, education and product training, and coordinate with our contact center to ensure effective day-to-day provision of design and order assistance and support. You'll asses the on-going effectiveness of product merchandising to assist associates and managers as they convey VistaPrint's value proposition. You'll set appropriate expectations in order to minimize downstream support issues. Most importantly, you will provide product/solution input to product management on how to enhance our offerings, process and solutions in order to maximize the customer experience.

We invite you to learn more about the outstanding opportunities at VistaPrint – where project variety and cross-functional exposure encourage fresh thinking and allow you to accomplish your very best work. VistaPrint changes everything. Nothing will ever be the same. It will just keep getting better. We are proud to be an equal opportunity employer.
REQUIREMENTS


You will need a Bachelor's degree in business or a related field (advanced degree preferred), and at least 5-10 years of management experience, preferably within a customer support operation. You should demonstrate contact center/customer support operations expertise along with hands-on field/operational support. You will need proven interpersonal and leadership skills, and excellent analytical (root cause analysis and statistical process control), problem solving and organizational skills. An excellent communicator (both verbally and written), you will need outstanding project management and planning skills, as well as excellent computer skills (MS Office). You need to be highly comfortable working in a "start-up" environment, performing task-level work where and when necessary and multi-tasking, and be comfortable traveling (about 50% of the time). Strong negotiation skills are a plus.