SVS Vision - Office Manager - Brighton, MI

POSITION SUMMARY: Effectively lead the optical team to maximize sales, profit and customer service objectives. Supervise and perform optical operations that include dispensing of eyewear, patient care, setting strategic goals and delivering financial performance. Hire, train, coach and manage performance of team. Work in partnership with Optometrist to drive positive business results, patient care and customer service. DUTIES AND RESPONSIBILITIES: LEADERSHIP Hire, develop and train associatesManage associate performance in line with HR and union policiesIdentify key-carriers and schedule appropriately to ensure all key-carrier responsibilities are being completed including opening/closing the store, cash office and alarm call responsePartner with Optometrist to ensure team and doctor are working together to drive business and patient/customer care resultsEnsure store is compliant with all company HR policies and practices as well as federal and state laws and regulationsEnsure store team follows relevant operational processesCommunicate effectively with team to ensure knowledge of company initiatives, processes and key associate information DRIVE BUSINESSLead team to execute merchandise, operational and customer service strategies to deliver planned sales, gross margin and financial resultsModel service, patient care and selling techniques to maximize customer satisfaction and achieve business objectivesAct with urgency to complete tasks and respond to patients and customersDrive optical initiatives through team by planning and scheduling, and following up appropriatelyIdentify opportunities to grow businessDevelop business plans and follow up on actions to drive profitable sales CUSTOMER SERVICE AND PATIENT CAREProvide and continuously model excellent customer service in all customer interactionsProvide appropriate direction and feedback to the team related to customer service, including resolution of customer issuesDispense eyewear according to professional standardsPerform key-carrier tasks including opening/closing the store, cash office, committing payroll and responding to alarm calls MINIMUM KNOWLEDGE, EXPERIENCE & SKILLS REQUIREMENTS:ABO/SVS Certification required within 12 months of hire/promotionHigh School Graduate or equivalent3 years of leadership experience or equivalent management experience with strong customer service focus (preferably in an optical or retail setting)Optician experience desiredProven ability to lead, coach and build relationships in a professional environmentAble to direct and motivate a diverse associate networkAble to analyze and solve issues of varied scope: able to act decisively to implement solutionsSolid organizational and planning skillsAble to continuously monitor progress in relation to goal attainmentAble to analyze financial data, recognize opportunities for improvement and formulate plans to address.Able to multi-task and remain flexible in an ever-changing environmentDemonstrate commitment to provide great customer serviceSolid computer knowledge to include Microsoft Office Suite of programs ESSENTIAL FUNCTIONS & WORK REQUIREMENTS:Ability to effectively communicate at all levels within the organization through written and two-way verbal communicationAble to read and write at a high school graduate levelAble to sit or stand for extended periods of timeAble to operate various office equipment (e.g., personal computer, telephone, fax machine, copier, etc.)Ability to lift 10 to 20 poundsAbility to see (Near, Distance, Color, and Depth Perception)Manual and finger dexterity, as well as hand/arm steadinessAbility to grip and hold itemsGood eye and hand coordinationDemonstrate physical agility (bending, twisting, reaching and pulling)Able to operate a cash register, various optical equipment and toolsAble to work normal and/or extended (evenings, nights, and weekends) office hours to meet established deadlinesAble to travel independently to support Company objectives and personal development These statements are intended to describe the general nature and level of work performed by associates assigned to this job classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required.