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Remote New

Senior Manager - Technical Support

VSP Vision
United States
Jul 09, 2025
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

Preferred Skills:

Optical/Vision Care Industry Experience

Background supporting enterprise clients

#LI-EYEFINITY

#LI-REMOTE

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

Unincorporated LA County Residents: Qualified Applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act, and any other similar laws.

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 hereto learn about our application process and what to watch for regarding false job opportunities.

As a regular part of doing business,VSPVision ("VSP")collects many different types ofpersonal information, including protected health information, about ouraudiences, includingmembers, doctors,clients, brokers, business partners,andemployees. VSP Vision employees will have access to this sensitive personal information and are subject to follow Information Security and Privacy Policies.

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