Description

At Lifetouch (part of the Shutterfly family of brands), we’re all about people — bringing them together, making them feel welcome, and connecting them to experiences. We make our customers’ memories last a lifetime by capturing, preserving, and sharing them through photography and personalized products. Through our family of brands, trend setting products, cutting edge technology, and best in class customer service, we help our customers, and each other, share life’s joy. Lifetouch has been the professional photography choice for schools and families for more than 85 years. Built on the tradition of “Picture Day” Lifetouch captures smiling faces, preschool through high school graduation. We also reach our customers through additional product lines including portrait studios, yearbooks, sports, and events.

What You'll Do Here:

Operations Process

  • Lead Account Service process definition and other end-to-end field processes for assigned Lifetouch "Host" business lines (e.g., Schools, Preschools, Sports). Support and enable strong field execution, striving for organizational standardization and simplification.
  • Contribute to multi-year roadmap for continuous improvement and business innovation. Provides input on "go to market" plans to ensure field can execute.
  • Measure field performance against KPIs, analyzing performance to identify areas of opportunity. Develop and maintain strong relationships with field team members to ensure comprehensive understanding of "what's working" and "what's not".
  • Strategize for continuous improvement by prioritizing issues/opportunities to establish seasonal goals with team and management.
  • Help shape Operational technology, including defining requirements and prioritizing enhancements. Support technology development process, including user testing.
  • Align priorities with Lifetouch and Shutterfly strategy, taking intuitive by advocating for field to influence organizational decision making.
  • Develop processes, tools and resources in partnership with field leaders and other partners to ensure field competency and adoption.
  • Implement processes across North America (including support for in-market pilots and field transformation efforts) through communication, training & ongoing support.

Project Management

  • Own and manage various operational projects as assigned that support our field and corporate office teams.
  • Build thorough project plans, considering all aspects including: scope, schedule and resources.
  • Develops and executes robust "discovery" efforts, synthesizes findings and communicates succinctly to drive effective decision making.
  • Lead by influencing key stakeholders and holding others accountable to deadline commitments.
  • Identify at-risk deliverables to raise awareness with key stakeholders and help troubleshoot issues and develop action plans.

Field Partnership & Support

  • Support Nation/Regional/Area Leadership, Operations Managers and Account Specialists through continual advocacy and the pursuit of an improved employee value proposition for field teams.
  • Support readiness and workload management strategy and execution.
  • Key contact for in-season field Account Service operations issue escalation and resolution.
  • Proactively seeks opportunities to improve team's approach and abilities to effectively support needs of the field.
  • Commit time to engaging with field partners through in-person visits, virtual meetings and other means.
The Skills You'll Bring:
  • Bachelor’s degree in management, business, operations or related field required.