The Opportunity: 

Shutterstock is a two-sided marketplace, accessed a number of times per second by Customers and Contributors. To maintain the seamless user experience we currently provide to both sides, we’ve drafted a team of dedicated product operations specialists.

We’re seeking an enthusiastic manager to oversee product operations. Seated in our NYC headquarters and reporting to the Director, Global Customer Care Operations, the Manager, Customer and Contributor Experience will manage a team of 3-5 operations specialists who identify, document and champion contributor and customer experience issues daily.

Working with Product Management, IT and your global partners within Customer Care, you will collaboratively decide and implement process and systems changes to positively impact the business and its many users.

What you can expect in this role:

• Manage a team of skilled and passionate operations specialists
• Measure key performance indicators against targets and report out on results weekly and monthly
• Meet with product and engineering teams weekly to champion the needs of contributors and customers
• Determine priorities of process and system improvements and communicate these to product and process owners
• Ensure thoughtful self-help content is provided on the Shutterstock website
• Create project briefs that succinctly document business requirements
• Craft and execute project plans for implementation of new processes or system features
• Manage stakeholder needs, including frequent communication of initiative status and timelines
• Advocate for contributors and customers at every opportunity

Skills you will need to be successful:

• A degree from a 4-year college or university, or equivalent experience
• 5+ years in a customer service role
• 2+ years in a managerial role with proven results
• Experience in data analysis and impact assessments, and interpreting those for business leaders
• Experience collaborating across functional areas
• Ability to juggle multiple projects, in a fast paced environment with frequently changing priorities
• Excellent oral and written communication skills
• Experience presenting to teams and large audiences

Bonus skills we appreciate:

• Experience with agile system development
• Knowledge of SalesForce as a customer service tool
• Use of process design tools, such as Visio Flow, Lucid Chart, etc

About Shutterstock:

Shutterstock, Inc. (NYSE: SSTK), directly and through its group subsidiaries, is a leading global provider of high-quality licensed photographs, vectors, illustrations, videos and music to businesses, marketing agencies and media organizations around the world. Working with its growing community of contributors, Shutterstock adds hundreds of thousands of images each week and has millions of images and video clips available.

Headquartered in New York City, Shutterstock has offices around the world and customers in more than 150 countries. The company also owns Bigstock, a value-oriented stock media agency; Shutterstock Custom, a custom content creation platform, Offset, a high-end image collection; PremiumBeat a curated royalty-free music library; Rex Features, a premier source of editorial images for the world's media; Webdam, a cloud-based digital asset management service for businesses.

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

Equal Opportunity Employer, M/F/D/V