General Manager

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

• DRIVE BUSINESS
  • Lead team to execute merchandise, operational and customer service strategies to deliver planned sales, gross margin and financial results
  • Model service, patient care and selling techniques to maximize customer satisfaction and achieve business objectives
  • Take action with urgency to complete tasks and respond to patients and customers
  • Drive optical initiatives through team by planning and scheduling appropriately
  • Identify opportunities to grow business
  • Develop business plans and follow up on actions to drive profitable sales
• LEADERSHIP
  • Hire, develop and train teammates
  • Manage teammate performance
  • Identify key-carriers and schedule appropriately to ensure all key-carrier responsibilities are being completed including opening/closing the store, cash office and alarm call response
  • Partner with Optometrist to ensure team and doctor are working together to drive business and patient/customer care results
  • Ensure store is compliant with all company HR policies and practices as well as federal and state laws and regulations
  • Communicate effectively with team to ensure knowledge of company initiatives, processes and key teammate information
• CUSTOMER SERVICE AND PATIENT CARE
  • Provide and continuously model excellent customer service in all customer interactions
  • Provide appropriate direction and feedback to the team related to customer service
  • Dispense eyewear according to professional standards
  • Perform key-carrier tasks including opening/closing the store, cash office, committing payroll and responding to alarm calls

MINIMUM KNOWLEDGE, EXPERIENCE & SKILLS REQUIREMENTS

• ABO/Shopko OCE Certification required within 12 months of hire/promotion
• High School Graduate or equivalent
• 3 years of leadership experience or equivalent management experience with strong customer service focus (preferably in an optical or retail setting)
• Optician experience desired
• Prior proven ability to lead, coach and build relationships in a professional environment
• Able to direct and motivate a diverse teammate network
• Able to analyze and solve issues of varied scope: able to act decisively to implement solutions
• Solid organizational and planning skills
• Able to continuously monitor progress in relation to goal attainment
• Able to analyze financial data, recognize opportunities for improvement and formulate plans to address
• Able to multi-task and remain flexible in an ever-changing environment
• Demonstrate commitment to provide great customer service
• Solid 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 communication
• Ability to read and write at a high school graduate level
• Ability to sit or stand for extended periods of time
• Ability to operate various office equipment (e.g., personal computer, telephone, fax machine, copier, etc.)
• Ability to lift 10 to 20 pounds
• Ability to see (Near, Distance, Color, and Depth Perception)
• Manual and finger dexterity, as well as hand/arm steadiness
• Ability to grip and hold items
• Good eye and hand coordination
• Demonstrate physical agility (bending, twisting, reaching and pulling)
• Ability to operate a cash register, various optical equipment and tools
• Ability to work normal and/or extended (evenings, nights, and weekends) office hours to meet established deadlines
• Ability to travel independently to support Company objectives and personal development