: Team Lead - Problem Management
275 Wyman St
Waltham, MA 02451

Employee Testimonials

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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 were 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.

We are looking for a Problems Team leader to build teams, process, and technology to reduce the impact and frequency of incidents and problems on Vistaprint's New Platform Sites. Our New Platform Sites are still being built to replace our Monolith website and are the future of e-commerce in Vistaprint. In this role, you will define and own Vistaprint's strategy for management of incidents and bugs affecting our e-commerce operation, enabling our teams, customers, and business to succeed. Your inputs will ultimately make our customer experience excel through successful measurement and continuous improvement of incident and problem related KPIs.

What You Will Do:

  • Own the high level objective to reduce the impact and frequency of pain caused by problems, contributing to outstanding customer experiences
  • Define the strategy for management of problems spanning across multiple teams and functions within the org, and guide the organization to leverage this successfully as quantified with data
  • Develop an understanding of the technology and organization powering Vistaprint's New Platform sites, which you and your team(s) will maintain and leverage for the organization
  • Develop highly effective teams focused on Incident Management and Problem Management across Vistaprint
  • Engage with partners throughout Vistaprint to stay connected and ensure perpetually effective management of problems
  • Automate wherever possible to ensure speed, consistency, and repeatability in management of problems
  • Be a leader and advocate for reducing negative customer impact through great problem management across Vistaprint

Your Qualifications:

  • Experience in technical incident response / problem management, preferably with a specific e-commerce focus
  • Success in creating, maintaining, and refining problem management teams, processes, and technology
  • Experience as a leader of people having lead a technical team or teams
  • History of making positive change through data driven practices
  • Ability to build and foster relationships with teams and leaders across many levels
  • Ability to communicate proficiently across multiple channels to diverse audiences

Why Youll Love Working Here:

At Vistaprint, we put great importance into the wellbeing of our employees, which is why we offer perks that ensure a phenomenal work/life balance. Perks include flexible schedules, work from home capabilities, and very generous time off, including our unique sabbatical-like program, Vistabreak, to name a few! Here in Waltham, we offer a modern and collaborative office environment with a free on-site gym, fully stocked kitchens, and cold brew on tap.

About Us:

As an e-commerce powerhouse, Vistaprint is a dynamic organization that maintains an exciting, results-oriented culture. Empowering and helping small businesses is our core focus, with an emphasis on crafting customer value (and delight) through accessible, ground breaking technology. We grow with providing opportunities for exploration, collaboration, innovation and growth for both our customers and our team.

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.

Full-time

Employee Testimonials

Adam Lawless
North American Public Relations Lead

I’ve worked in a variety of environments throughout my career and I’ve always been told that having work-life balance was a priority. Not until coming to Vistaprint have I seen this ideology followed through on and put into practice so effectively and passionately with ample paid time off and work-from-home opportunities. I see Vistaprint as an extended family, but we never forget that each team member has a life and family outside that needs as much attention and care. I look forward to coming to work each and every morning. But more importantly, I know that when I’m needed at home, I’m able to put my full attention where it’s needed.”

Andrew Holmes
Sr. Analyst

Vistaprint has a culture that allows me to feel psychologically safe to communicate honestly, I am enabled to share and receive feedback early and often. With regular touch bases with my manager, I can control my development, finding opportunities to take on projects that challenge me to work on areas of improvement or/and showcasing my strengths.

Sebastian Klapdor
Chief Data Officer

What stands out to me the most about Vistaprint is the culture of entrepreneurship, collaboration and putting the customer first. It feels like a $1.5bn startup with quick decision making, a fail-fast approach and agile teams that can pivot when something doesn’t work out. 

Veronica McCarthy
VP, Technology

Vistaprint is going through a transformation, and we are using technology in new and unique ways to deliver jaw-dropping value for our customers. The work of the technology team is the engine that is driving Vistaprint’s success now and into the future as we build and maintain flexible, scalable cloud-based microservices architecture using APIs. Our tribe and squad structure gives the technology teams autonomy to determine their own roadmaps and how they will achieve their goals using innovative strategies.  We work backwards from customer outcomes and experiences to drive our roadmaps. We are a community of builders creating the next generation of ecommerce in mass customization a reality.