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
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.
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
Job Segment: Operations Manager, Merchandising, Manager, Operations, Retail, Management, Customer Service
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