Senior Manager - Technical Support

The Senior Manager, Customer Service Technical Support manages the technical support and business operations function to deliver an efficient and effective external and internal customer experience. Develop key strategies that ensure an unrivaled experience while maximizing the business value. Leverage strong business acumen to identify opportunities to make changes in people, process and technology that will optimize the performance of the team.

Develop and implement all technical support programs that meet Eyefinity’s service requirements, goals & strategies

Effectively manage the vision and purpose for the technical support department that supports current strategy and action plans

Anticipate and plan for future technical support needs and deliverables for division and coordinate with other lines of business and Eyefinity business partners on efficiencies

Manage and evaluate technical support performance and infrastructure of the Technical Support department

Develop the department budget for manager approval and monitor unit expenses to ensure unit costs are within established levels

Develop, maintain and monitor department quality measurements

Continuously evolve processes, tools and technologies to increase efficiency and decrease cost. Set new standards of excellence by moving from organic or incremental improvements to more transformational changes.

Develop and implement training programs to ensure Technical Support department receives appropriate training

Develop and maintain strategic partnership with division management teams. Provide business partners and key executive with customer perspectives and facilitate timely response to complex business challenges and opportunities

Thorough understanding of call center management, technology, best practices and operations

Job Specifications

Typically has the following skills or abilities:

Bachelor’s degree in related field or equivalent experience; Minimum of 1 additional year of experience related to functional area

Minimum of 3 years of management experience with responsibilities for hiring, training, assigning work and managing performance of direct reports

Demonstrated facilitation skills

Skilled in strategic and tactical approaches to support current and future business needs

Relies on extensive experience and judgment to plan and accomplish goals

Proven ability to navigate complex situations through organizational landscape and with multiple stakeholders

Strong leadership skills to coordinate and motivate project teams

Adept at financial management to administer budgets across multiple projects and ensure the program meets its requirements for return on investment, timing and budget

Ability to drive results through informal authority, serve as a consultant to key business partners, and represent users and customers in every thought and interaction

Proven ability to successfully manage risks/issues at a program level

Ability to elicit cooperation from Senior Management and other departments

Demonstrates ability to be a decision-maker showing balanced consideration of business issues

Excellent written and verbal communication skills and analytical skills

Strong business aptitude and problem-solving skills

Strategic skills to support envisioning work, program planning and forecasting

Preferred Skills:

Optical/Vision Care Industry Experience

Background supporting enterprise clients

#LI-EYEFINITY 

#LI-REMOTE

Compensation range for the role is listed below. Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible bonuses and commissions. For more information regarding VSP Vision benefits, please click here. 

Salary Ranges: $94,500.00 - $152,250.00

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