Optical Service Area Manager

In addition to the responsibilities listed below, this position is also responsible for managing Optical Services business initiatives; leading application of strategies to improve optimization of patient/member ratings of optical stores, eyeglass turn-around times, sales volume, and overall profitability; monitoring the implementation of optical store sales strategies across several stores; maintaining relationships with leadership teams and collaborating with internal and external stakeholders to enhance the customer experience and align performance standards; providing recommendation to the buying and merchandising processes in order to maximize sales and improve financial performance; managing and coordinating the development and implementation of retail sales strategies targeted to the membership served in order to meet revenue growth, service targets, and improve resource utilization; guiding research efforts on major optical competitors, local marketing, and product trends to determine marketing plans to address member questions or concerns; and training others on selling products and services.

• Provides developmental opportunities for others; builds collaborative, cross-functional relationships. Solicits and acts on performance feedback; works closely with employees to set goals and provide open feedback and coaching to drive performance improvement. Pursues professional growth; develops and provides training and development to talent for growth opportunities; supports execution of performance management guidelines and expectations. Leads, adapts, implements, and stays up to date with organizational change, challenges, feedback, best practices, processes, and industry trends. Fosters open dialogue amongst team members, engages, motivates, and promotes collaboration within and across teams. Delegates tasks and decisions as appropriate; provides appropriate support, guidance, and scope; encourages development and consideration of options in decision making.


• Manages designated work unit or team by translating business plans into tactical action items; oversees the completion of work assignments and identifies opportunities for improvement; ensures all policies and procedures are followed. Aligns team efforts; builds accountability for and measuring progress in achieving results; determines and ensures processes and methodologies are implemented; resolves escalated issues as appropriate; sets standards and measures progress. Fosters the development of work plans to meet business priorities and deadlines; obtains and distributes resources. Removes obstacles that impact performance; identifies and addresses improvement opportunities; guides performance and develops contingency plans accordingly; influences teams to execute in alignment with operational objectives.


• Conducts budgeting and financial planning by: ensuring accountability for meeting financial revenue and expense targets are met within team or department and taking corrective action if off-course; implementing and supporting policies, procedures, and monitors that achieve accountability for cash control, product inventory, and service equipment; monitoring, identifying, and evaluating the financial performance of optometry and/or the optical stores in an assigned area; and fostering a cost-conscious culture.


• Ensures standardized care delivery by: managing large and/or complex work streams and evaluating performance to implement strategic initiatives; establishing strategic partnerships with physicians/providers and subject matter experts and service area leaders; utilizing data and analysis to ensure strategic alignment while developing and implementing plans; proactively monitoring daily operational activities involving complex patient care management; managing complex multidisciplinary clinical team(s) and holding team(s) accountable for performance; implementing emergency preparedness programs; assuring the teams emergency preparedness and that staff are trained and know what is expected during and after an emergency; and leading project teams, initiatives and monitoring implementation and performance on daily operations and new initiatives to meet business line objectives.


• Manages operations to support patient care by: driving implementation of action items and supporting compliance with timelines and financial commitments; analyzing standardized and ad hoc data reporting to meet specific business objectives, implementing workflows and strategies and assuming accountability for team(s) department performance targets; interpreting data and taking action and translating reports into short-term operational initiatives to meet department performance goals; managing human resources related to selection, recruitment, orientation, education, disciplinary procedures, and training and development, ensuring training needs are being met; responding to union requests for information or complex grievances and escalating and/or resolving as needed and establishing labor management partnerships (LMPs) and labor relations; designing survey readiness activities, including mock rounds and mitigating issues, to maintain compliance and regulatory standards and developing procedures for preparing audit documentation, information, and reports; and assisting in the development and management of their departments budget, expenditures, and payroll with input from a higher-level leader, and identifying and developing plans to mitigate budget variances.


• Ensures member service and quality by: ensuring member satisfaction by managing the provision of a high level of quality of patient service and care; guiding team measurement efforts of member satisfaction with clinical and/or optical services, and utilizing the resulting feedback to drive improvements within the organization; managing the maintenance of the quality of care provided to members through an ongoing quality assurance program; leading others in conducting quality assurance for clinical and/or retail departments; and managing team for ensuring the resolution of member complaints, concerns, and requests for information, including service recovery and refunds if applicable.


• Manages improvements to operations and technology processes by: leading and implementing the development of goals and priorities for strategic projects designed to remediate issues and improve quality, service, affordability, and/or operating efficiency; applying a structured approach for identifying root causes and implementing solutions to improve the performance of operations system processes in response to complex barriers and/or issues; and ensuring performance metrics used to monitor the success of strategic improvement projects are tied to strategic department and organizational initiatives.