Our Team
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.
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. The Senior Product Manager for Assurance and Advice will enhance the awareness, quality, consistency, and effectiveness of customer interactions with Vistaprint services.
What You Will Do
- Lead the strategy and roadmap for on-site assurance and customer advice experiences that build trust and drive confident purchases.
- Use customer insights, data, and competitor benchmarking to shape advice content that’s relevant, useful, and easy to access.
- Partner closely with merchandising, customer support, legal, and tech teams to deliver compliant and customer-centric assurance and advice features.
- Champion the voice of the customer in all product decisions, ensuring that every change enhances confidence and satisfaction.
- Define and track key performance metrics related to customer trust, conversion rates, and engagement with advice tools.
- Deliver a best in class customer help experience on the Vistaprint website.
- Run A/B tests and analyze customer behavior to continually refine assurance messaging and guidance content.
- Create Press Release and Frequently Asked Questions (PRFAQ) documents outlining product strategy for Customer facing help.
- Prioritize items in the backlog for quarterly plans based on business and customer requirements and impact.
- Partner with other product managers to deliver feature launches impacting the customer experience.
- 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.
Your Qualifications
At VistaPrint, 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.
- Bachelor’s degree in Engineering, STEM, Business, Economics, or equivalent experience
- Master's in Business Administration or equivalent (preferred)
- 5+ years of experience in product 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
- 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 the size of a customer problem or the impact of a feature launch
Why You'll Love Working Here
There is a lot to love about working at VistaPrint. 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
VistaPrint 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. Together, VistaCreate, 99designs by Vista and VistaPrint represent a full-service design, digital and print solution, elevating small businesses’ presence in physical and digital spaces and powering them to achieve success. 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.
Commitment to Diversity, Equity, & Inclusion
VistaPrint exists to help our customers live their dreams. Each dream is unique – and the VistaPrint 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
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.
