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Senior Problem Manager, Technology Platform - US Remote

Date:  Jun 8, 2021

Boston, MA, US, 02111

Company:  Vistaprint

Who We Are:

Vistaprint is the industry leader in personalized physical and digital products. We empower over 17 million global customers to make an impression – and we’re fueled by forward-thinking and innovative technology. We encourage our engineers to think like owners – to continue to act small as we grow. Every team builds their own roadmaps, and chooses the programming languages and technologies that suit them best. This helps us have a big impact at the enterprise level, while still feeling small and nimble.

Just last year, Vistaprint generated $1.508B in revenue through customized print products, signage, apparel, websites and more.

On the Vistaprint Technology Platform Management team, we are responsible for driving the resolution of urgent incidents that impact our e-commerce platform which empowers millions of small business owners worldwide. We are looking for a Problem Management Lead that is a strong leader who possesses a high level of judgment that can see through the noise during critical incidents, communicate clearly and compellingly and understands how to drive a high level of focus and excellence alongside technical teams. In this position, you will play a pivotal role in providing communication, emergency response, technical resolver engagement and incident management to ensure a high level of customer experience.

What You Will Do:

  • Triage and assignment of incidents to proper resolution teams and lead calls for critical customer impacting incidents
  • Monitor trends from our CARE customer support organizations on customer issues and diagnose the services impacting the incidents that are identified
  • Prioritize, manage, and own emerging and developing customer impacting incidents from start to resolution
  • Provide critical incident response/management for Vistaprint Technology Teams and Line of Business Owners
  • Monitor and manage communications during high impact incidents via relevant channels
  • Collaborate with key stakeholders across Vistaprint to improve the customer experience and develop mechanisms that support operational excellence
  • Continually drive down time between incident engagement and resolution
  • Write clear, timely communications on developing issues to relevant stakeholders
  • Facilitate Root Cause Analysis after each incident and develop a plan to execute preventing problem recurrence
  • Ensure monitoring and alerting on Vistaprint Technology New Platform services are accurate and relevant

Your Qualifications:

At Vistaprint, we value the experiences that individual team members add to our culture. Please don't hesitate to apply even if you don't meet the exact qualifications, we look forward to learning more about you!

  • 3+ Years experience working in E-Commerce
  • 3+ Years experience with enterprise level networking, software deployment, and/or IT infrastructure
  • Experience with resolving and communicating high-severity problem impacts, defining root cause, and driving tasks to remove future risk.
  • Experience working cross-functionally and across all levels of management with strong interpersonal and customer service skills
  • Proven ability to prioritize and manage concurrent tasks effectively, while understanding tradeoffs in the decision making process

Nice to Have:

  • Strong analytical and project management skills
  • Our team is global, so strong communication skills are a must
  • Ability to prioritise competing priorities as needed
  • Motivation and desire to learn new things, challenge the status quo, and drive improvements to processes and too
  • BS in Computer Science/CIS/MIS/Engineering or equivalent certification or work experience
  • An understanding of scripting for automation (PowerShell, Python, and Javascript)
  • Experience working in an Agile Environment

Why You'll Love Working Here:

Being at Vistaprint means that you don’t see work as just a building, a desk or a manufacturing floor. You see it as a chance to take a step forward in your career journey – and your life. We strive to give you everything you need to learn, grow, and succeed. Through innovation, collaboration, and perpetual exposure to what’s next, we’re always pushing boundaries and broadening our horizons. We embrace the chance to operate outside of our comfort zone to discover what we’re capable of. Some might call that a challenge; we just call it another great day at work.

Vistaprint has received numerous recognitions including a perfect score of 100 on the Human Rights Campaign Foundation’s 2021 Corporate Equality Index (CEI) naming us a Best Places to Work for LGBTQ Equality. We also earned a place as one of the best remote-first workplaces in the U.S. and on the Boston Best Places to Work list from Built In. In addition, Vistaprint’s CEO, Robert Keane, was recently honored with Comparably’s Best CEOs award, listing him among the top CEOs according to employees. Vistaprint offers numerous support systems including Employee Resource Groups like Pride, Mosaic, and Women in Technology, and special interests communities to foster awareness, respect, and inclusion within the workplace.

We're Remote-First:

In 2020, Vistaprint 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. Vistaprint 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.

About Us:

As an e-commerce powerhouse, Vistaprint creates customer value (and delight) through accessible, cutting-edge technology. We are the marketing partner to millions of small businesses around the world. For more than 20 years, we have helped small businesses look and feel credible through high-quality marketing products and solutions that include signage, logo apparel, promotional products, face masks, flyers, postcards, business cards, websites and digital marketing. With Vistaprint, small businesses are able to create and customize their marketing with easy-to-use digital tools and design-templates, or by receiving expert graphic design support. In 2020, Vistaprint acquired 99designs to expand its design offering via a worldwide community of more than 150,000 talented designers to make it easy for designers and clients to work together to create designs they love. Vistaprint 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.

Equal Opportunity Employer:

Vistaprint, 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.


Nearest Major Market: Boston

Job Segment: Information Technology, IT Manager, Engineer, Merchandising, Manager, Technology, Engineering, Retail, Management