Director, CARE Site Lead

Our Team:

Our Global CARE team 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 excite you?

We are on a continuous journey to create Vista Fans for Life. This journey requires a lot of work and passionate people to make it happen.  A high energy and purposeful Director, CARE Operations & Site Lead that provides strategic business and operational partnership for our Global CARE organization is what we are looking for as part of the Global CARE Team.

As a Director, CARE Operations & Site Lead, you will work closely with planning and analytics, learning and development, finance, people and business teams, and the broader Vistaprint teams to manage day-to-day operations as well as develop and implement growth strategies. The candidate will support in creating and ensuring a continuous focus on operational mechanisms and framework rigor, metrics, data and trend synthesis accurately weekly, monthly and quarterly. While making space for strategic planning, ideation and creative thinking within CARE. Finally, this individual will ensure all stakeholders are aware of successes, opportunities, and risks, gathering their insight to inform future operational execution.

What You Will Do:

• Responsible for overall operational delivery, fiscal management, vendor relationship management, and strategic direction of the Montego Bay site
• Serve as a visible leader in the Montego Bay site, setting an example by demonstrating our core values
• Provide day-to-day direction and leadership for the team regarding organizational, business process, and policy decisions
• Foster an all-inclusive culture that promotes teamwork, mentorship and education, and recognizes performance of staff
• Ability to think both strategically and tactically and to drive execution, comfortable with both long term planning and day-to-day progress tracking and execution
• Proactively identify issues with processes, policies, teamwork, and technology, and work cross-functionally to execute solutions to improve the associate and/or customer experience
• Evaluate leader performance and provide one-on-one coaching to help resolve problems, strengthen their leadership skills, and solidify cultural values; identify and develop future leaders within the team
• Set and clearly communicate goals to ensure that business goals and KPIs are met
• Oversee operational direct and dotted-lined cross functional team of the Learning and Development, Finance, Technology, Facilities and Compliance to ensure that expectations are clear, and deliverables are met
• Partner with the local and global CARE HR team on hiring and onboarding
• Partner with the Learning and Development to ensure all associates are properly trained and positioned for success
• Collaborate with global support partners to make recommendations that will streamline manual processes
• Own and drive business reviews and reporting to the broader organization to ensure that performance and the voice of the customer is understood
• Own MoBay engagement with direct leadership of Engagement resources and budget, to deploy tailored engagement and retention efforts to drive engagement and minimize turnover
• Manage annual operations budget which includes monitoring expenditures
• Prepare, review and adjust financial budget for staffing requirements
• Work with Legal and Compliance to ensure execution against local safety and content policies balance our values with local policies

Your Qualifications:

At Vista, we are striving to hire individuals that add new ideas and perspectives to our teams and enhance our culture. No matter your background or work experience, we strongly encourage you to apply—even if you feel that you don’t meet the exact requirements or have the same qualifications. You might be a great candidate for this or other opportunities.

• 10+ years of experience developing and leading a high performing customer service organization
• People-focused orientation, with experience and a passion for continuous learning, mentorship, performance management, and career development
• Proven ability to operate effectively in a rapidly changing and problem-solving environment
• A hands-on leader with a bias for action who is willing to do the work while also building the team for the future
• Ability to maintain a flexible demeanor and successfully operate under ambiguous guidelines
• Strong analytical skills and deep understanding of contact center operations to make data-driven decisions in order to optimize the various levers of customer experience, productivity, efficiency, and quality
• Self-awareness and openness to feedback from all levels of the organization
• Proven customer obsession with experience in fostering a culture of continuous improvement.

Nice to Have:

• Track record of building and developing high-performance teams
• High level of emotional intelligence with strong communication skills
• High growth, start-up exposure is ideal
• The highest level of personal and professional integrity and ethics
• High level of initiative, accountability, and follow-through
• Value strong teamwork and collaboration skills
• Ability to manage multiple initiatives and projects and prioritize needs
• Strong sense of service and passion for the company and business

Why You'll Love Working Here:

There is a lot to love about working at Vista. We are an award winning Remote-First company. We’re an inclusive community. We’re growing (which means you can too). And to help orient us all in the same direction, we have our Vista Behaviors which exemplify the behavioral attributes that make us a culturally strong and high-performing team.

About Us:

Vista is the design and marketing partner to millions of small businesses around the world. For over 20 years we’ve been inspired by small businesses, and we work incessantly to deliver solutions to their evolving needs. VistaCreate, 99designs by Vista and VistaPrint, all under the parent brand Vista, represent a full-service design, digital and print solution, elevating small businesses’ presence in physical and digital spaces and powering them to achieve success. Vista is focused on making great marketing and design accessible to every small business owner, allowing them to create a cohesive brand image for use in-store, online and on-the-go.

Commitment to Diversity, Equity, & Inclusion:

Vista exists to help our customers live their dreams. Each dream is unique – and the Vista team needs to be as well. We believe in the unique contributions of everyone within a diverse global organization. We are collaborative, inclusive, and innovative. We strive to role model and live an inclusive culture of fairness, respect and belonging for all. And we work together to empower each other, creating a space in which each of us can spark our next great idea.

Equal Opportunity Employer:

Vista, a Cimpress company, is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, sex, national or ethnic origin, nationality, age, religion, citizenship, disability, medical condition, sexual orientation, gender identity, gender presentation, legal or preferred name, marital status, pregnancy, family structure, veteran status or any other basis protected by human rights laws or regulations. This list is not exhaustive and, in fact, in many cases, we strive to do more than the law requires.