VSP Vision hiring Senior Manager, Customer Service Technical Support • Remote (Work from Home) | Himalayas
VSP VisionVV

Senior Manager, Customer Service Technical Support

VSP Vision is a national not-for-profit vision benefits company dedicated to empowering human potential through sight by providing access to affordable, high-quality eye care and eyewear to millions of members. Founded in 1955, it operates through various businesses including insurance, eyewear, and ophthalmic technology, while also supporting communities through charitable initiatives.

VSP Vision

Employee count: 1001-5000

Salary: 95k-152k USD

United States only
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

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, gender identity, sexual orientation, disability or protected veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Notice to Candidates: Fraud Alert - Fake Job Opportunity Solicitations Used to Collect Fees/Personal Information.

We have been made aware that fake job opportunities are being offered by individuals posing as VSP Vision and affiliate recruiters. Click here to learn about our application process and what to watch for regarding false job opportunities.

As a regular part of doing business, VSP Vision (“VSP”) collects many different types of personal information, including protected health information, about our audiences, including members, doctors, clients, brokers, business partners, and employees.  VSP Vision employees will have access to this sensitive personal information and are subject to follow Information Security and Privacy Policies.

About the job

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Posted on

Job type

Full Time

Experience level

Senior
Manager

Salary

Salary: 95k-152k USD

Location requirements

Hiring timezones

United States +/- 0 hours

About VSP Vision

Learn more about VSP Vision and their company culture.

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VSP Vision, originally founded as California Vision Services in 1955 by a group of optometrists in Oakland, California, is a national not-for-profit vision benefits company. Its core mission is to empower human potential through sight by providing access to high-quality, cost-effective eye care. Over its nearly 70-year history, VSP Vision has grown significantly, evolving from a regional entity to a global organization serving millions of members worldwide. The company operates through a diverse portfolio of businesses that encompass eye care insurance, eyewear manufacturing and distribution, lens and lens enhancement technologies, ophthalmic technology, and practice management solutions for eye care professionals. This integrated approach allows VSP Vision to offer comprehensive vision health options to its members and support for its network of doctors.

The company's commitment extends beyond its membership to the broader community. Through its charitable arm, VSP Vision™ Eyes of Hope®, it provides no-cost eye care and eyewear to individuals disadvantaged by income, distance, or disaster. This initiative has reached millions of people in need, reflecting VSP Vision's dedication to social responsibility and expanding access to essential vision care. VSP Vision also actively invests in the future of optometry by offering scholarships and supporting optometry students. The organization emphasizes a doctor-governed structure and maintains a vast network of eye care professionals, including private practitioners and retail locations. This extensive network ensures that members have convenient access to care. VSP Vision has consistently focused on innovation and adapting to the evolving needs of the eye care industry and its stakeholders, which includes members, clients, and network doctors. The company has also been recognized for its workplace culture and commitment to its employees.

Employee benefits

Learn about the employee benefits and perks provided at VSP Vision.

View benefits

Hearing Aid Discounts

Save up to 60% on digital hearing aids with TruHearing.

Global Volunteer Month/Season

Dedicated time for employees to volunteer and give back to their communities.

Covered Standard Lenses

Plans include fully covered basic single-vision, bifocal, and trifocal lenses.

Employee Training and Development

Includes a new employee onboarding program and an annual employee connections conference.

View VSP Vision's employee benefits
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VSP Vision

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