Description

Responsible for operational data and performance review and measurement, quality, and productivity metrics.
Analyze performance metrics and communicate with Print Partners and Team for areas of success and improvement.
Identify and communicate areas of concern in operations and in product quality.
Create and update Print Operations SOP and Process Guides.
Provide additional support as needed to support FINOps and Customer Happiness OPS.
Maintain data, reporting, and support process improvement decisions.
Assist in Product/Feature integration projects.
Document any issues and the corrections made.
Conduct new Product Development, competitor site, and product research.
Conduct onsite Print Partners visits as required.
Lead customer insights generation focusing on customers with specific products and regions.
Design, oversee implementation, analyze, communicate, and promote the results of specific insights projects drawing on previous studies to enrich findings.
Work as a strategic partner with Customer Happiness Specialty, understand plans, develop and implement improved processes and procedures from user insights as appropriate, and also provide customer-focused input to product, operations, and marketing.
Champion insights, promote and circulate using a variety of tools such as executive summaries, presentations, and project plans.

Responsibilities

Proven leader who has played an instrumental role in building, leading, and growing a high-performing operations team.
Experience in E-commerce physical product fulfillment in a global setting is a requirement.
Extensive experience working with a PSP network and outsourced manufacturing.
8+ years of progressive Print Operations experience in high-growth companies, preferably within the e-commerce manufacturing on-demand industry.
Bias toward action; understands what it means to move fast, pivot, have a growth mindset, collaborate cross-functionally, and bring people together towards a common goal.
Natural empathy for the customer while understanding how to balance communication-based on the priorities and capabilities of the company.
Demonstrated experience establishing robust metrics and analysis (Quality metrics, productivity, SLAs, and KPIs) and leveraging for continuous improvement.
Demonstrate strategic thinking and analytic skills (including problem-solving), as well as the ability and confidence to draw conclusions, formulate recommendations, and partner with colleagues to implement findings.
Able to handle multiple tasks, demonstrates flexibility in readiness to prioritize and maintain a result orientation.