Job Description

VSP Global is comprised of five complementary businesses that combine high-quality eye care insurance, high-fashion eyewear, customized lenses, ophthalmic technology and retail solutions, with employees in over 23 countries. No matter the role, we re all focused on a singular mission: to help people see. Learn more by visiting

General Summary

With general direction, plan, prioritize, coordinate and monitor actives in the department to ensure accurate, timely and efficient customer support and customer service levels are being adhered to. Manage, train and evaluate staff to achieve and maintain department standards. Develop and deliver programs that support business needs and customer satisfaction goals.

Essential Functions

Lead projects for the division from inception to completion.

Develop and maintain strategic partnership with Eyefinity/OfficeMate division Management Teams. Provide business partners and key executive with customer perspective and facilitate timely response to complex business challenges and opportunities.

Recommend, develop and implement procedural and systems changes to deliver quality service to internal and external customers.

Facilitate change with the solutions implementation processes, procedures and systems for continuous improvement. Develop and implement communication strategies that support EFOM and the division Mission, Vision, Value and Goals.

Ensure effective communication is maintained within the division and externally. Where appropriate, inform employees as to plan and programs. Conduct employee discussion sessions at regular intervals.

Build strong customer focused service teams. Monitor performance of direct reports. Provide prompt and objective coaching and counseling. Conduct performance evaluations and recommend salary increases.

Prioritize, assign and distribute work to ensure responsibility is at the appropriate level and team member s skills are developed to support business needs.

Identify, consolidate and prioritize training needs and coordinate training programs with the solutions implementation unit and supervisors.

Monitor turnover, productivity and overall performance to ensure adequate staffing and performance that meets department position through participation and oversight of the hiring process.

Establish and monitor production goals, policies, procedures and systems related to all aspects of day-to-day operations.

Ensure all world class service delivery metrics are met or exceeded. Monitor the internal solutions implementation performance. Guide the selection and development of our management trainees. Track the performance metrics of our unction.

Provide leadership to staff through direction, example and coaching to accomplish business goals and to develop team for current and future roles.

Participate in the interviewing and hiring process for open positions within the unit to ensure most qualified candidates are selected.

Identify and support opportunities for process improvements, resulting in cost savings or cost avoidance.

Coordinate with other units/departments to facilitate special requests, coordinate tasks and resolve escalated issues.

Job Specifications

Typically has the following skills or abilities:

Bachelor s degree in business or equivalent experience.

Minimum of 4 to 6 years of experience in a software company

Minimum of eight years of management experience, including at least three years managing a large staff, including managing a supv/mgmt team and support reps

Demonstrated ability in forecasting, scheduling, project management and budget responsibilities

Demonstrated understanding of automated systems and technology as applied to a call center environment and deploying

Significant experience in implementing significant systems and process changes. Proven ability to work in partnership with other managers to accomplish objectives

Ability to determine priority of projects and assignments based on quantifiable business benefits and available resources

Manage complex division projects where independent action, high degree of initiative and coordination across departments is required

Strong interpersonal skills

Strong written and oral communication skills

Ability to effectively manage multiple, simultaneous tasks, problems and projects

Monitor performance and training of direct reports. Provide prompt and objective coaching and counseling. Conduct performance reviews. Recommend salary increases.

Participate in the hiring and interviewing process for open positions, ensuring that the most qualified candidates are selected.

Strong organizational skills

Ability to effectively communicate information to a wide variety of technical and non-technical individuals or groups

Regularly exercises discretion and independent judgment the in performance of his/her job duties

Preferred Skills

- Experience working at an Enterprise Software and/or SaaS company
- Experience supporting SMB customers
- Scaling onboarding processes and high performing teams
- Deep knowledge of tools and best practices is customer success
- Optometric industry experience
- Workfront, Salesforce, Microsoft Office suite knowledge
- Driving software adoption
- Analytical skills and experience

Working Conditions / Physical Demands

The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust etc.

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

VSP Global is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to gender, race, color, religion, sex, national origin, gender identity, sexual orientation, disability or protected veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

This job was posted on Mon Jul 22 2019 and expired on Thu Jul 25 2019.

Minimum $23K /yr

$96K /yr Average

Maximum $323K /yr

Tasks

Direct daily operations of department, analyzing workflow, establishing priorities, developing standards and setting deadlines.

Meet with department heads, managers, supervisors, vendors, and others, to solicit cooperation and resolve problems.

Review project plans to plan and coordinate project activity.

Assign and review the work of systems analysts, programmers, and other computer-related workers.

Provide users with technical support for computer problems.

Develop computer information resources, providing for data security and control, strategic computing, and disaster recovery.

Recruit, hire, train and supervise staff, or participate in staffing decisions.

Stay abreast of advances in technology.

Consult with users, management, vendors, and technicians to assess computing needs and system requirements.

Develop and interpret organizational goals, policies, and procedures.

Evaluate the organization's technology use and needs and recommend improvements, such as hardware and software upgrades.

Review and approve all systems charts and programs prior to their implementation.

Prepare and review operational reports or project progress reports.

Evaluate data processing proposals to assess project feasibility and requirements.

Control operational budget and expenditures.

Purchase necessary equipment.

Manage backup, security and user help systems.

Skills

Reading Comprehension - Understanding written sentences and paragraphs in work related documents.

Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

Writing - Communicating effectively in writing as appropriate for the needs of the audience.

Speaking - Talking to others to convey information effectively.

Mathematics - Using mathematics to solve problems.

Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.

Learning Strategies - Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things.

Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.

Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do.

Coordination - Adjusting actions in relation to others' actions.

Persuasion - Persuading others to change their minds or behavior.

Instructing - Teaching others how to do something.

Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

Operations Analysis - Analyzing needs and product requirements to create a design.

Judgment and Decision Making - Considering the relative costs and benefits of potential actions to choose the most appropriate one.

Systems Analysis - Determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes.

Systems Evaluation - Identifying measures or indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the system.

Time Management - Managing one's own time and the time of others.

Management of Personnel Resources - Motivating, developing, and directing people as they work, identifying the best people for the job.

Knowledge

Administration and Management - Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.

Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

Personnel and Human Resources - Knowledge of principles and procedures for personnel recruitment, selection, training, compensation and benefits, labor relations and negotiation, and personnel information systems.

Computers and Electronics - Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

Engineering and Technology - Knowledge of the practical application of engineering science and technology. This includes applying principles, techniques, procedures, and equipment to the design and production of various goods and services.

Mathematics - Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.

Education and Training - Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.

English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.