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Date:  Sep 30, 2021
Req ID:  46534
Remote Position:  No
Line of Business:  Eyewear
Division:  Allure

General Summary

Plan, organize, prioritize, and monitor work flow in the unit; evaluate, monitor, and streamline support processes; supervise, train, and evaluate staff to achieve and maintain department standards.

Essential Functions

Maintain a working knowledge of all software versions, understanding the purpose and use of such software in a customer environment


Evaluate software support process, assisting in the development and improvement of troubleshooting and support procedures


Develop, maintain and monitor unit standards and support guidelines to ensure efficient, accurate and measurable performance


Manage customer escalation calls in a timely manner and implement plan to meet customer satisfaction goals


Monitor unit expenses to ensure unit costs are within established levels


Develop and conduct weekly trainings to ensure all staff receives appropriate information/instruction/updates


Monitor performance of direct reports; provide prompt and objective coaching and counseling; conduct performance reviews and recommend salary increases


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


Ensure effective communications are maintained within the unit and externally; where appropriate inform employees as to plans and progress; conduct employee discussion sessions at regular intervals


Coordinate with other units/departments to facilitate special requests, resolve work flow or production issues.

Job Specifications

Typically has the following skills or abilities:


Bachelor’s degree in related field or equivalent experience


Minimum of 2 years of leadership experience in a business-related environment 


Minimum of 2 years of functional experience


Excellent written and verbal communication skills


Ability to analyze work processes and make recommendations to improve department and support efficiency


Ability to understand all internal work processes and procedures and communicate those effectively to staff, trainers, documentation team and department management


Strong organizational skills – allowing for excellent follow-through with tasks and customer communications

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.

Job Segment: Manager, Management

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