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. 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