SVS Vision - Office Manager - Lake Orion, MI

About the Role

Lead the optical team to maximize sales, profit, and customer service objectives. Supervise and perform optical operations, including dispensing eyewear, patient care, setting strategic goals, and delivering financial performance. Partner with the Optometrist to drive positive business results, patient care, and customer service.

Responsibilities

• Leadership
  • Hire, develop, and train associates
  • Manage associate performance in line with HR and union policies
  • Identify key-carriers and schedule appropriately to ensure all key-carrier responsibilities are completed, including opening/closing the store, cash office, and alarm call response
  • Partner with Optometrist to ensure team and doctor collaboration for business and patient/customer care results
  • Ensure store compliance with company HR policies, federal and state laws, and regulations
  • Communicate company initiatives, processes, and key associate information effectively
• Drive Business
  • Lead team to execute merchandise, operational, and customer service strategies to meet sales, gross margin, and financial targets
  • Model service, patient care, and selling techniques to maximize customer satisfaction and business objectives
  • Act with urgency to complete tasks and respond to patients and customers
  • Drive optical initiatives through planning, scheduling, and follow-up
  • Identify opportunities to grow business and develop actionable plans
• Customer Service and Patient Care
  • Provide and model excellent customer service in all interactions
  • Direct and provide feedback to the team on customer service, including resolving customer issues
  • Dispense eyewear according to professional standards
  • Perform key-carrier tasks such as opening/closing the store, cash office duties, committing payroll, and responding to alarm calls

Requirements

• ABO/SVS Certification required within 12 months of hire/promotion
• High School Graduate or equivalent
• 3 years of leadership experience or equivalent management experience with a strong customer service focus (preferably in an optical or retail setting)
• Optician experience desired
• Proven ability to lead, coach, and build relationships in a professional environment
• Able to direct and motivate a diverse team
• Strong problem-solving skills to analyze and address issues of varied scope
• Solid organizational and planning skills
• Able to monitor progress toward goals and adjust plans as needed
• Ability to analyze financial data and identify improvement opportunities
• Ability to multi-task and remain flexible in a dynamic environment
• Commitment to providing excellent customer service
• Proficiency in Microsoft Office Suite

Essential Functions & Work Requirements

• Effective written and verbal communication at all organizational levels
• Ability to read and write at a high school graduate level
• Able to sit or stand for extended periods
• Operate office equipment (e.g., computer, telephone, fax, copier)
• Ability to lift 10 to 20 pounds
• Good vision (near, distance, color, and depth perception)
• Manual and finger dexterity, hand/arm steadiness, and grip strength
• Good eye-hand coordination
• Physical agility (bending, twisting, reaching, pulling)
• Ability to operate a cash register, optical equipment, and tools
• Flexibility to work extended hours (evenings, nights, and weekends) to meet deadlines
• Ability to travel independently for company objectives and personal development