Bluecore
Retail MarTech company that empowers marketers to launch personalized campaigns in 60 seconds
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VP, Customer & Product Support (Remote)

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In the minute it takes you to read this job description, Bluecore has launched over 100,000 individually personalized marketing campaigns for our retail ecommerce customers!

The VP of Customer & Product Support will be equal parts strategist, visionary, and a doer who can easily shift from thought leadership, holding cross functional leaders accountable, to rolling up their sleeves and engaging in hands-on support resolution. This is a high-profile role, with significant decisions making responsibility reporting to the SVP of Services and Support. The VP will be responsible for building and inspiring a team of people to make our customers' experiences better by executing world class operational dashboards & playbooks, developing high performing teams and spearheading the delivery of effective processes and systems.

What you will be doing: 

  • Provide thought leadership around Bluecore’s Customer & Product Support strategy, while also driving the execution of programs and the performance of our internal and external support teams
  • Through a direct and indirect motion, build, lead and develop customer facing teams to deliver high performance that meets all KPIs and drives customer satisfaction that results in customer stickiness and the expansion of revenue
  • Build effective partnerships with regional Managing Directors and their teams, and the global management community, in order to deliver the Customer Operations strategy within our matrixed organization
  • Bring best in class thought leadership to hiring, instilling expertise to resolve customer problems, retaining high performing team members, refining process and tech to reduce effort and bring experience in a customer first, customer driven culture
  • Collaborate with engineering, product and customer success teams to ensure the delivery of customer promises and brand proposition through customer support delivery
  • Drive a company-wide culture of building brilliant customer outcomes ensuring that all products, processes, systems and tools are designed with the customer in mind and in turn result in minimal customer effort
  • Develop actionable strategies, objectives and plans, and  establish, monitor and report KPIs related to the Customer Experience to deliver short term and mid-term company goals
  • Develop customer listening points throughout all key journeys to capture insight and in turn drive continuous improvement across Customer Support
  • Drive collaboration and gain consensus across many business units (and stakeholders), within a complex organization through creating clarity of purpose, motivating individuals to the goal, ensuring all voices feel heard and governing to ensure standards are maintained

What you bring to the team:

  • 12+ years of experience, with at least 6 managing customer support teams directly
  • Must have experience leading global enterprise support teams.
  • Must have experience building and scaling support teams across multiple channels (voice, email/portal, chat).

What we offer:

Highly competitive compensation package including salary and equity as well as the opportunity to work for one of the fastest-growing marketing technology companies.

  •  Comprehensive medical, dental, and vision insurance
  •  Monthly discretionary reimbursement towards fitness, home office and/or Learning and Development opportunities 
  • Generous Parental Leave & flexible vacation policy
  • We offer flexibility as a remote first company, with a HQ office in NYC and teams across over 25 states and India 

More About Us:

Bluecore is a multi-channel personalization platform that gives retailers a competitive advantage in a digital-first world. Unlike systems built for mass marketing and a physical-first world, Bluecore unifies shopper and product data in a single platform, and using easy-to-deploy predictive models, activates welcomed one-to-one experiences at the speed and scale of digital. Through Bluecore’s dynamic shopper and product matching, brands can personalize 100% of communications delivered to consumers through their shopping experiences, anywhere.

This comes to life in three core product lines:

  • Bluecore Communicate™ a modern email service provider (ESP) + SMS
  • Bluecore Site™ an onsite capture and personalization product
  • Bluecore Advertise™ a paid media product

Bluecore is credited with increasing lifetime value of shoppers and overall speed to marketing for more than 400 brands, including Express, Tommy Hilfiger, The North Face, Teleflora and Bass Pro Shops. We have been recognized as one of the Best Places to Work by Fortune, Crain's, Forbes and BuiltIn as well as ranked on the Inc. 5000, the most prestigious ranking of the nation’s fastest-growing private companies.

 
We are proud of the culture of flexibility, inclusivity and trust that we have built around our workforce. We are a remote first organization with the option to potentially work in our New York headquarters on occasion moving forward. We love the opportunity to come together – but employees will always have the option on where they work best.  
 
At Bluecore we believe in encouraging an inclusive environment in which employees feel encouraged to share their unique perspectives, demonstrate their strengths, and act authentically. We know that diverse teams are strong teams, and welcome those from all backgrounds and varying experiences.  Bluecore is a proud equal opportunity employer. We are committed to fair hiring practices and to building a welcoming environment for all team members. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, familial status or veteran status. 
 
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
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Candidate Location Eligibility:
New York City, NY

Technology we use

  • Engineering
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What are Bluecore Perks + Benefits

Bluecore Benefits Overview

At Bluecore we offer a comprehensive array of class leading employee benefits and perks, in line with the strong value we place on people and culture. We value our people and believe that a companies culture and environment are paramount to its success.

Culture
Volunteer in local community
Bluecore hosts a volunteer month as well as volunteer efforts throughout the year that are open to the entire organization, including food drives, events and fundraisers.
Friends outside of work
Eat lunch together
Intracompany committees
Bluecore is big on collaboration, which extends beyond the day to day through internally run groups like our Ladies of Bluecore and D&[email protected] committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
We pride ourselves on the diversity of our executive leadership team, 40 percent of whom are female and are continually focused on expanding the diversity of our entire organization.
Unconscious bias training
We partner with Life Labs for their Behaviors of Inclusion Training, which is required for all to learn the science and best practices for an inclusive work environment.
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Our flexible spending plans assist employees with out of pocket medical and dependent care expenses, while also offering a pre-tax benefit to lower their tax liability each year.
Disability Insurance
Bluecore provides both long-term and short-term benefit plans, fully paid by the company, in supplement to any state plans that may be in place.
Dental Benefits
We offer a national level PPO dental plan with a vast network of providers and which covers all preventative maintenance and two cleanings each year.
Vision Benefits
We offer a national level vision plan, with options to use an allowance each year towards contacts or frames and lenses, with very low employee cost.
Health Insurance Benefits
We are currently offering a national level health plan, offering an extensive network of providers and provide three different coverage lines to best need the individual needs of employees.
Life Insurance
Each employee is provided a $50,000 Life and AD&D policy, with the option to purchase supplemental coverage at steeply discounted rates.
Wellness Programs
We offer programs to expense back the cost of gym and fitness memberships as well as a data driven weight loss program sponsored by our health insurance provider.
Team workouts
Retirement & Stock Options Benefits
401(K)
Bluecore's 401(k) retirement plan offers a broad selection of stocks, bonds and international index funds to choose from.
Company Equity
Employees are offered options at the time of hire and based on performance, giving a sense of ownership in the company.
Performance Bonus
Select positions are eligible for performance based awards in the form of bonuses, which varry by department and position.
Child Care & Parental Leave Benefits
Generous Parental Leave
We offer a generous 12 week parental leave policy for either new parent to spend time with their child.
Flexible Work Schedule
We believe that each employee is most productive at different times, we allow employees and their managers to develop work schedules that align to both the needs of the business and the employee.
Remote Work Program
Our remote work program includes working remotely on occasion as needed.
Family Medical Leave
We have generous leave policies which work in tandem with federal and state laws to allow employees to care for family as the need arises.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Bluecore has an amazing (unlimited) PTO policy that provides our people the flexibility to take the time they need to live a balanced and fulfilling life.
Paid Volunteer Time
As part of our generous PTO plan, we also allow and encourage employees to take time off to volunteer for causes within our community and those which resonate with their interests.
Paid Holidays
Paid Sick Days
As part of our generous PTO plan, we also allow and encourage employees to take time off to volunteer for causes within our community and those which resonate with their interests.
Perks & Discounts
Casual Dress
Our dress code is flexible, including shorts, t-shirts and other casual attire to change with the weather and allow employees to dress up when needed and down when appropriate.
Company Outings
We offer multiple virtual events from holiday parties, trivia nights, team outings and other social events on a regular basis.
Recreational Clubs
As hard as we work we know that relaxation and self care are critical to happiness and success. We host regular board game nights, trivia, karaoke, soccer club, and tennis outings to name a few.
Fitness Subsidies
We offer programs to expense back the cost of gym and fitness memberships.
Home Office Stipend for Remote Employees
Bluecore offers a 200 dollar monthly reimbursement that can be applied to home office setup, exercise, and/or learning and development.
Professional Development Benefits
Job Training & Conferences
Bluecore University is our in-house training program dedicated to advancing our teams. Courses range in depth and are on subjects like Growth Mindset, social styles, and leadership frameworks.
Diversity Program
Lunch and learns
Bluecorian run learning sessions that can vary from, learning how to juggle, speak french or analyze ones handwritings.
Cross functional training encouraged
Promote from within

Additional Perks + Benefits

What makes Bluecore extra special is the comprehensive nature of our benefits. Our company is not only focused on professional development but on physical and mental well being as well. Bluecore truly cares about the whole employee.

An Insider's view of Bluecore

How would you describe the company’s work-life balance?

We are truly flexible! At Bluecore you come to work as your whole self and that means working hard with amazing people and taking time off when you need it. Time off is for your self-care and family/friend/pet needs. We implemented a 2 week PTO minimum, Summer Fridays with the entire company off it makes it easier to relax and recharge.

Tara Sussman

VP of HR

How do you collaborate with other teams in the company?

The FDE team lives at the crossroads connecting every other team at Bluecore. As the technical arm of the Customer Success team, we're the most client-facing engineers and the most tech-savvy customer contacts. We work with Sales and Solutions Consulting to creatively address clients' strategic needs. My team's knowledge of the product is vast.

PJ Molski

Forward Deployed Engineering Team Leader

How does the company support your career growth?

Bluecore provides you with the pillar to not only grow within your role but also encourages you to work on projects that are of your personal interest. You have the opportunity to identify areas of improvement & the doors are always open to pitch new ideas. Whether it be via resources or open communication, you’re supported!

Sara Garrido

Manager, Customer Success

How do you make yourself accessible to the rest of the team?

Time is gold. It’s important to understand the stakeholders of my business, listen and learn about their goals. I make it a point to learn something new from someone every week and block time on my calendar to do the high-value impact work that will move the needle, choosing a few things that are actionable and add value within 30 days.

June Schaufus

Director, New Business Sales & Business Development

What projects are you most excited about?

Working with the executive team at Bluecore, we're always thinking big about our future. As a strategic partner, I want us to be working as efficiently as possible in order to achieve greater outcomes. It’s important to constantly evaluate and iterate on the way we get work done, so every time I can improve communication and processes is exciting!

Katie Visconti

Manager, Executive Operations

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