Manager, Contact Fill

About the role

The Manager, Contact Fill is responsible for leading the day-to-day operations of the Contact Fill department, ensuring efficient order fulfillment, exceptional customer service, inventory accuracy, and team performance. This is a hands-on leadership role that combines operational oversight with direct involvement in order processing, prescription verification, customer support, and fulfillment activities.

Responsibilities

• Educate customers on available vision plan benefits and coverage options, helping them maximize eligible allowances and make informed purchasing decisions.
• Lead, train, coach, and support Contact Fill team members.
• Oversee daily operations including prescription verification, order processing, inventory management, fulfillment, and shipping.
• Develop and improve processes, procedures, and workflows to increase efficiency, accuracy, and customer satisfaction.
• Manage the specialty contact lens sales and dispensing program.
• Serve as the primary point of escalation for customer concerns, product issues, and service-related matters.
• Maintain relationships with manufacturers and vendors, including monitoring pricing, rebates, and service levels.
• Coordinate product pricing updates and submit operational reports and invoices as required.
• Monitor inventory levels, product availability, and fulfillment accuracy.
• Participate in and oversee the order lifecycle, including authorizations, claims processing, invoicing, purchasing, and shipment coordination.
• Review operational data, identify trends, and recommend improvements to support business objectives.
• Collaborate with leadership on departmental initiatives, policies, and strategic goals.
• Perform other duties as assigned.

Qualifications

• High school diploma or equivalent required.
• Minimum of two (2) years of optical industry experience required.
• Two to three (2-3) years of management or supervisory experience required.
• Experience with optical concepts and contact lens products required.
• Proficiency with Microsoft Office with advanced Microsoft Excel skills required.
• Ability to interpret contact lens prescriptions preferred.
• Strong leadership, organizational, and time management skills.
• Ability to recognize trends and stay informed on industry developments.
• Experience in using business computer systems and software applications.
• Strong communication, customer service, and problem-solving skills.
• Willingness to travel as needed.

Schedule

Work Schedule: Onsite Only - Monday-Friday 8:30am-5:00pm