About the opportunity: 

Shutterstock is a growing, fast-paced, entrepreneurial environment within a disruptive marketplace. Well-positioned as the disruptive new leader in the digital content space, Shutterstock has the largest crowd-sourced digital content libraries in the world that includes images, vectors, music, and video. We manage a library of creative building blocks for a broad, expanding customer base creating new opportunities for every new customer segment, globally.

The Senior Customer Experience Specialist, Product Operations role will work in the Global Customer Care (GCC) department. The role will be responsible for working with the GCC team to represent the Voice of the Customer to the Product and Tech organization.

As the Senior Customer Experience Specialist, Product Operations:

You can expect to...

• Build and maintain relationships with Product teams, participating in Sprint ceremonies and other meetings as needed to represent both GCC and customers
• Represent the Voice of the Customer, capturing, organizing, and championing priorities that will increase customer satisfaction
• Use feedback to ideate on enhancement ideas to promote with the Product organization
• Establish and maintain ways to capture customer and GCC team feedback
• Work with others on the Operations team to triage and escalate critical bugs with appropriate Product and Tech teams, as well as to plan the roll-out and adoption of new processes and product changes

You will need...

• Thorough understanding of the Agile software development lifecycle
• Deep empathy for end users and a strong understanding of Voice of the Customer best practices
• Excellent organization skills
• Excellent ability to analyze quantitative and qualitative data
• Strong technical aptitude; able to troubleshoot unfamiliar technology and adapt to new systems
• Able to react and adapt to change with a positive attitude
• Minimum 5+years of experience in Product Management, Project Management, Community Management, User Experience or related aspect of software development
• BA/BS Degree

What you'll find useful...

• JIRA experience, ideally in an administrative capacity
• Salesforce experience
• Familiarity with User Experience, Journey Mapping, and User Research
• Customer Service or Sales experience a plus

You can be described as...

• Thoughtful--doesn’t react too quickly; seeks to understand before opining; has strong opinions, while still being open to alternatives
• Empathetic to customer needs
• Rational and Process-Minded
• Comfortable working with all levels of staff

As a Shutterstock team member:

You will...

• Embrace our culture. Our culture thrives on the unique individuals that make up Shutterstock; this uniqueness empowers us as a whole.
• Continue learning. Ambitious team members and leaders taking advantage of many learning opportunities bring real value and results to the work being done at Shutterstock. You will continue to grow each day.
• Benefit. We work hard to make sure everyone gets the most out of working with us. Along with a competitive salary, Shutterstock offers the total package, which includes daily breakfast and lunch, multiple health coverage options, a 401K match program, fitness benefits, and more! All this, nestled into the open, collaboration-inducing, game-friendly environment of our NYC Headquarters, you'll love becoming a member of the team!

Interested in becoming the Senior Customer Experience Specialist, Product Operations?

If you meet the profile outlined above, fill out and submit the application below!

Due to the volume of resumes we receive, only those candidates selected for interviews will be personally contacted. We kindly ask that you do not submit multiple applications, as this action does not increase your chances for selection and will instead delay the interview process. Be sure to verify that your contact information is correct before submitting.

Shutterstock is an Equal Opportunity Employer. We accept all applicants regardless of race, religion, sex, age, disability, or Veteran status. 

About Shutterstock, Inc.

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 over 350,000 contributors, Shutterstock adds hundreds of thousands of images each week, and currently has more than 180 million images and more than 9 million 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; and Rex Features, a premier source of editorial images for the world's media.

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