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Manager, Software Solutions Implementation, Eyefinity

Date:  Sep 23, 2019
Req ID:  34002
Division:  Eyefinity
Location: 

Rancho Cordova, CA, 95670 Sacramento, CA, 95670 Folsom, CA, 95630

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 https://vspglobal.com/cms/careers/

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 experience in a management position or equivalent experience in leadership roles

 

 

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.


Nearest Major Market: Sacramento

Job Segment: Optometry, Developer, Implementation Manager, Ophthalmic, Manager, Healthcare, Technology, Management

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