The Opportunity:

Shutterstock is seeking an enthusiastic Operations Specialist to provide day-to-day operational support for the Global Customer Care team, including: troubleshooting, tracking, prioritizing and escalating customer reported system issues.

Seated in our New York City office and reporting to the Sr. Manager, Customer Care Operations, this position will maintain and improve customer care operations by monitoring system performance; identifying and resolving problems.

Responsibilities:

• Analyze present processes and identify improvement and enhancement opportunities
• Document process information with the use of process flow diagrams
• Facilitate process workshops that involve eliciting process requirements for various stakeholders
• Evaluate business/functional requirements in order to create system requirements, functional specifications, test plans, test scripts and the execution of system testing
• Create process plans that contain project goals, milestones, and resources
• Test and execute processes to ensure that the right results are achieved
• Monitor and measure the effectiveness of new processes to ensure consistent value delivery

• Collate feedback on process performance and use the collected data as the basis for future process improvement projects
• Use strong problem solving skills, interpersonal skills and ability to develop working relationships with the various teams within the company
• Communicate complex information clearly and persuasively to create engagement and support across multiple levels within the organization

Requirements:

• A Bachelor’s Degree with 2 - 3 years of customer service experience
• Experience using Salesforce
• You are a strong communicator with a high degree of analytical skills
• Proven experience in business process designs and documentation
• Ability to multitask using superior time-management and organization skills
• Proven ability to work effectively within all organizational levels and departments to achieve desired results; the ability to work independently and as a member of a team.
• You’re adaptable to a changing environment
• Preferred Qualifications:

• JIRA experience
• Familiarity with Lucidchart or a similar program
• Knowledge of Change and Release Management processes (Agile)
• Experience with Apttus, DocuSign, Distribution Engine, 8x8 and New Voice Media

About Shutterstock:

Shutterstock, a global technology company, has created the largest and most vibrant two-sided marketplace for creative professionals to license content - including images, videos, and music - as well as innovative tools that power the creative process.

The company has expanded its portfolio to include Bigstock, a value-oriented stock media agency; PremiumBeat, a curated royalty-free music library; Rex Features, a premier source of editorial images for the world's media; and Webdam, a cloud-based digital asset management platform for businesses, as well as Offset, a high-end image collection.

For more information, please visit www.shutterstock.com and follow Shutterstock on Twitter, Facebook, and Instagram.

Equal Opportunity Employer, M/F/D/V