Manager - Problem Management

Job ID: 19277

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Are you an experienced Incident/problem Manager who has gained experience in service delivery, production or manufacturing environment? If so, you could be the newest addition to our Production Support unit at Vistaprint, a Cimpress Company!


Production Support is the organization within Vistaprint providing design review and HIT (Human Intelligence Tasks) services that support Cimpress’ manufacturing facilities throughout the world located at Europe, North America, Australia and Asia. HIT carried out at Production Support enables Vistaprint to bring delight to customers and deliver meaningful business value by combining sophisticated technology and human intelligence.


As a Manager –Problem management, you will lead a team of graphic designers responsible to establish, evolve and grow problem management function within Production Support. You will be required to manage relationship with teams based out of merchant locations, manufacturing plants and customer service offices across the globe.


The job brings its unique challenges in the graphic design domain. You need to be a quick learner with the knack of asking the right questions and identifying critical risks that need to be managed.  You understand when to helicopter-in and when to let team members’ just get the job done.



Your role will involve:

  • Lead problem management team for graphic designing services with 24 x 7 coverage
  • Responsible for the effective implementation of escalation process and carries out respective reporting procedure.
  • Individual represents the first level of escalation for incidents, should these not be resolvable within the agreed Service Levels.
  • Responsible for driving, developing, managing and maintaining the lifecycle of all incidents.
  • Ensure that the organization is aware of current incident process and adheres to it.
  • Responds to user escalations and engage functional lead(s) and service delivery management as required
  • Have clear understanding of process flows right from customer placing orders to shipping of orders.
  • Focus on preventing incidents from happening and to minimize the impact of incidents that cannot be prevented.
    • With efforts from team, perform RCA of consistent trends of issues.
    • Work in co-ordination with process specialist/lead/PEX manager to generate process changes
    • Identify training needs and co-ordinate with Operations
    • To this purpose individual maintains information about known errors and workarounds.
  • Manages key strategic internal client relationships with stakeholders and senior management.
  • Utilizing the right problem management methodologies and best practices to get the job done
  • Conduct weekly/monthly and/or quarterly review of problem management for all stakeholders


Qualification and requirements:

  • Creative problem solving capabilities and a desire to work in an agile, fast-paced and dynamic environment
  • Exceptional leadership, communication and critical thinking skills
  • Good judgment and ability to manage problems outside of one’s area of expertise
  • Strong documentation and organizational skills
  • Experience managing teams in a 24 x 7 environment
  • Experience working with teams across geographies and locations
  • Experience of working autonomously and leading team within problem management domain
  • Hands-on experience in the following areas is a plus: new service offering development, working with graphic designing teams.
  • Experience working with customer management is a plus
  • A bachelor’s degree in Computer Science or equivalent degree is a plus


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About Vistaprint

Vistaprint, a Cimpress company, empowers 16 million micro businesses and consumers annually with affordable, professional print and digital solutions by leading the way in marketing, innovative technologies, custom products and manufacturing excellence.

We strive to be a world-class customer-centric company by offering a broad range of products and services via 25 easy-to-access, localized websites globally and by shipping to more than 130 countries around the world. Our customers benefit from our unique business model supported by proprietary technologies, high-volume production facilities and direct marketing expertise.

Employees of Vistaprint are passionate about understanding the needs of our customers to help them make an impression both at work and in life. We look for customer-centric people who bring ideas, visions and dreams and a passion to deliver on them regardless of department, title or tenure. If you’re a self-starter looking to make an impact, we offer highly rewarding opportunities to grow with us both personally and professionally.

Join some of the finest talent to deliver on our promise as one of the best industry-transforming – and career-transforming – companies in the world. Go to About Us to learn more.

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, national origin, gender, age, religion, sexual orientation, veteran status or marital status.
Vistaprint does not accept unsolicited candidate referrals or resumes / CVs from third-party vendors, including recruitment agencies. Only resumes received from contracted agencies/vendors will be considered. Vistaprint will not be responsible or liable for any fees or costs associated with such unsolicited submissions.