Customer Success Manager - Art - Remote

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The Art Manager is a highly skilled leader responsible for overseeing all Art Department functions across PCNA, including both onshore and offshore teams. This role drives operational excellence, leads art-related process innovation, and advances the organization’s art services to meet evolving customer and business needs. The ideal candidate combines strong management experience with technical expertise, including Adobe Illustrator scripting and automation, to transform workflows and implement a forward-looking roadmap that integrates process efficiency, capability building, and AI-powered solutions.

• Supports PCNA culture and mission to be an employer of choice and is responsible for maintaining consistent service performance and quality with assigned work groups.
• Oversees a domestic and offshore team, including supervisor-level leaders.
• Manages offshore processes to ensure productivity and quality metrics are met consistently in line with PCNA service expectations.
• Lead all art teams across multiple business units, fostering collaboration, accountability, and innovation.
• Define and execute a strategic roadmap for art operations, focusing on scalability, automation, and service enhancements.
• Partner with cross-functional leaders in Operations, IT, Engineering, and Production to align art services with customer expectations and business goals.
• Oversee offshore vendor relationships, including quality standards, training, performance metrics, and cost management.
• Identify and champion opportunities for future enhancements, introducing innovation into workflows to support business growth and customer satisfaction.
• Creates strategic team initiatives, tools and strategies to achieve service excellence measured by key KPIs such as NPS and CSAT.
• Create and implement training programs, scorecards, and feedback mechanisms to ensure performance benchmarks and quality assurance goals are met.
• Provides implementation support that may require training delivery, process documentation updates, and/or process flow creation.
• Manages personnel, including time card sign-off, evaluations, interviewing and hiring, discipline and terminations, as well as ongoing performance tracking and coaching.
• Continually analyzes art processes and structures to identify areas for future improvement.
• Maintain detailed knowledge of the daily mechanics of all customer-facing areas.
• Drive process improvement by analyzing data trends, service systems, and structures, identifying opportunities for innovation and operational efficiency.
• Communicates effectively, with an ability to cascade messaging in a clear, concise and timely manner, garnering stakeholder alignment and engagement throughout the process.
• Familiarity with change management principles and ability to facilitate adoption through all projects and activities.
• Sets clear objectives with project tools, develops plans, and validates metrics to determine optimal action plans to achieve business targets.
• Closely monitor new hire performance once released from the training program and provide appropriate performance feedback.
• Collaborates with cross-functional departments to identify root causes of Returns, Credits, and Markdowns (RCMs) and implement preventative measures, minimizing future occurrences and enhancing customer satisfaction.
• Builds and maintains successful working relationships across departments to ensure successful order deployment, product delivery and customer satisfaction.
• Lead projects focused on art optimization to enhance the customer experience and streamline production processes. Partner with cross-functional teams to evaluate workflows, eliminate inefficiencies, and implement improvements that ensure consistent quality and faster turnaround. Prepare and conduct staff meetings on a weekly and monthly basis.
• Support staff engagement activities and promote a productive work environment.
• Participate in determining department budgeting and cost management processes.
• Manages and supports all HR related needs associated with direct reports.

• Seasoned operations manager with strong working knowledge of service operations, customer service quality, and financial analysis/forecasting.
• Clear, concise, professional communication to gain results.
• Ability to manage multiple projects and deadlines in a fast-paced environment.
• Indirect coaching and mentoring skills; ability to influence cross-functionally without direct authority.
• Proven leadership skills and creative problem-solving abilities.
• Process-oriented with excellent organizational skills.
• Ability to influence a diverse workforce and promote employee engagement.
• Ability to manage and influence effectively in a remote workforce.

• Degree in Graphic Arts, Design, Business, or related field, or equivalent work…