Director, Fleet & Customer Experience

Responsible for the management and implementation of all VSP Venture operations in current and future locations. The position will have broad responsibility for directing a team, developing and managing processes, implementations, and systems related to VSP Vision’s Venture operations.  Responsible for ensuring retail execution is in line with brand image to maximize practice performance and profitability.

Accountable for the development, deployment, management, evaluation, and consistent enhancement of a scalable VSP Ventures operational platform. This includes front and back-end IT systems, supply chain, inventory management, financial and operational reporting, training, and implementation best practices.

Responsible for the deployment of the operational platform in various retail formats.

Directs the team responsible for the implementation and operational support/management of all VSP Ventures operational activities, taking overall accountability for the management and support of the workforce to ensure clinics operating in a designated area achieve set income and profit targets. 

Develops and manages the implementation of corporate strategies and follows up on operational performance, training, and metrics for Venture practices to ensure operational stability

Accountable for achieving EBITDA targets which will be specified in the yearly business plan; monitors and comprehends the financial performance of the location using P&L statements; analyzes and manages financial results of the

Responsible for the identification, elevation, recommendation, and implementation of cost savings strategies to drive profitability.

Directs the team to achieve and maintain service goals, including customer service, quality, and labor sales targets; works closely with all sales representatives, merchandisers, and client locations

Leads the team that is responsible for the identification, documentation, and distribution of new policies and procedures. Ensure these updates are thoroughly understood and communicated by the VSP Ventures teams

Monitors and maintains all quality control records, to include ensuring quality assurance and loss prevention policies and procedures are being adhered to
 

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

Ensure effective communications are maintained within the units and externally.  Where appropriate inform employees of plans and progress; ensure employee discussions are conducted at regular intervals

Acts as liaison to VSP clients during operational performance reviews. Is accountable for directing change and resolving areas pertaining to the operational platform not meeting expectations. 

Responsible for interviewing and hiring for open positions within the units ensuring that the most qualified candidates are selected.

Responsible for managing overall operations process to ensure company margins are met

Responsible for developing and implementing the approved annual operational plans for each unit. Serves as the single point of accountability for the performance of the operational business plan.

Job Specifications

Typically has the following skills or abilities:

Bachelor’s degree in related field or equivalent experience; Minimum of 2 additional years of experience related to functional area

Minimum of 6 years of management experience with responsibilities for hiring, training, assigning work, and managing the performance of direct reports

Familiar with optical industry practices and procedures

Demonstrated experience from working with sales-related training within the retail arena

A strong understanding of various optical retail formats

Demonstrated understanding of the operational infrastructure needed for a large-scale organization including point of sales (POS) systems, reporting, finance, supply chain, inventory management, and

patient satisfactions.  

Exceptional communication skills with internal and external stakeholders.

Strong business acumen including experience working with KPI’s and other performance metrics

Exceptional understanding of retail operations principles and their application in the retail environment

Proven experience managing external vendors, employees, and products at multiple locations

Demonstrated ability to supervise and effectively communicate changes in the workplace

Demonstrated ability to develop plans to accommodate growth

Demonstrated ability to analyze and improve work processes

Highly organized and ability to adapt to quickly changing prio