Principal Product Manager

About CARE

Our CARE – Customer Advocacy, Relationships, and Engagement - team blends passion and commitment to achieve Vista’s North Star vision of becoming the expert design and marketing partner to small businesses globally. CARE's Vision is to create Vista fans for life. This is why we exist and what differentiates Vista from any other company. Our customers may be known as ‘small’ business owners, but we know their success has a large impact on their families and their communities. That is why the CARE team is their biggest advocate—online, over the phone, chat, email and beyond; we help small business owners have confidence-inspiring opportunities that advance their brand through each step of their business life.

Our global CARE team is responsible for delivering personalized expertise with our marketing, design, and digital services through our customer service Specialists. We are there for our customers throughout their business journey. CARE specialists deliver a seamless omni-channel experience, where customers can contact us and engage using the channel of their choice (phone, chat, design live, social media, etc.) while being presented with the right tools to make informed design decisions.

Our team: Continuous Improvement

The Global CARE Continuous Improvement team focuses on solving customer and CARE specialist problems in order to improve the quality and overall customer experience at Vistaprint whilst reducing the operational cost associated with this. We are a data led team who focus on initiatives which will deliver the greatest positive impact to customers and the CARE organization. The team consists of Product, Process and Program teams. The CI product team is responsible for creating and delivering products and features to improve customer experience when contacting CARE.

What You Will Do:

● Define and execute the product vision and strategy for the CareForce system, our primary Customer relationship management tool (CRM) that CARE specialists use every day, ensuring scalability, performance, and specialist usability.

● Identify automation and enhancement opportunities using AI to build a solid product backlog for CareForce working backwards from business and customer requirements and quantified impact.

● Continuously identify and implement optimizations to current specialist experience using AI or Agent Assist to create a uniform and consistent customer and specialist experience across contact channels.

● Create and execute the contact routing strategy for CARE to optimize specialist utilization and improve efficiencies for the business as well as customer satisfaction.

● Create Press Release and Frequently Asked Questions (PRFAQ) documents outlining product strategy for CareForce and customer contact routing.

● Prioritize items in the backlog for quarterly plans based on business and customer requirements and impact.

● Collaborate cross functionally with Engineering, UX, WorkForce Management (WFM) and CARE operations teams to accurately capture business and customer requirements and ensure robust, secure, and resilient design choices that meet the requirements.

● Partner with other product managers within CI team to deliver feature launches impacting specialist experience within CareForce.

● Demonstrate exceptional ownership and drive business decision making process based on input from stakeholders and cross collaborative teams to help anticipate bottlenecks, manage risk and escalations, and balance the business needs versus technical constraints to make trade off decisions.

● Balance quality standards with MVP testing strategies and produce data-informed, measurable effective product solutions by leveraging customer insights, A/B testing, and personalization.

● Partner with upstream and downstream product teams to ensure product capabilities meet end-to-end workflow and interface needs.

● Define and track KPIs for product and feature adoption, performance, and CARE KPI improvements, champion for specialist and customer experience.

Qualifications

● Bachelor’s degree in engineering or STEM (Science, Technology, Engineering, Mathematics) fields, Business, Economics or Equivalent Experience.

● Masters in business administration or equivalent (preferred).

● 6+ years of product or program management focused on end-to-end product delivery experience working with engineering teams to define, scope and prioritize product requirements.

● 5+ years of experience driving cross-functional tech and non-tech teams to build and launch technology products independently.

● 3+ years of hands-on Salesforce experience (optional).

● Excellent written and verbal communication skills and the ability to articulate complex concepts to cross functional audiences.

● Proven track record of delivering initiatives from conception through completion on time, within budget and on or beyond scope.

● Excellent data analytics skills to independently quantify size of a customer problem or impact of a feature launch.