2023 CX Supervisor Optical

Profile

This is a full-time hybrid position based in

Nashville

Warby Parker is looking for a self-motivated Customer Experience Optical Supervisor to manage Opticians on our CX team. As a Supervisor, you contribute to the success of our business first hand through face-to-face employee and customer interactions. Additionally, you play an essential role in ensuring we deliver a top-notch experience to each and every one of our customers by coaching, mentoring, and developing your team. In this role, not only will you share Warby Parker's story and mission to our team and customers but you'll also take part in process ideation and improvement to help our team scale.

What you’ll do:

Coach and manage our Customer Experience Opticians and Apprentices referencing Warby Parker’s values and brand philosophy, throughout every step of the employee experience

Promote an efficient, inclusive, and service-minded environment across your team

Ensure we’re delivering above-and-beyond customer service through phone, email, messaging, video chats, and tasks, and proactive about jumping into action when interactions are especially busy

Monitor daily and weekly interaction schedule and monitor daily interactions between Opticians, Advisors and customers to provide coaching points and ensure we are meeting service levels

Solve problems and think critically as the team’s go-to for involved, sensitive, escalated, and prescription-related customer interactions

Create, review, and deliver performance feedback to Opticians and hold team members accountable to service and performance standards

Facilitate conversations through check-ins and meetings to collect feedback and ideas on how we can improve our service and streamline our processes

Efficiently navigate all systems including but not limited to order management, forecasting and scheduling, payroll, learning management, performance management, and customer engagement

Channel customer insights and bugs to appropriate areas of the business (including technology and manufacturing) by providing timely, specific, and measurable feedback via appropriate channels

Work closely with our training and communications team to support change management related to policies, new products, and processes

Able and willing to support training specific to CXO expertise for both CX Opticians and Advisors as part of onboarding and ongoing training

Who you are:

Backed by 3 years optical experience at a customer-focused, operationally excellent organization and at least 1 year of direct management experience

ABO-certified

An established, top-performing leader, able to motivate and coach team members to success

An upbeat, flexible team player who leads by example and keeps calm under pressure

An independent thinker with an entrepreneurial spirit (our Customer Experience team has no script, and neither do you)

Incredibly focused and attentive to detail, even while working in a very fast-paced environment

Available to work on a hybrid schedule including nights and weekends, as our CX team operates seven days a week from 8 a.m.–10 p.m. ET

Not on the Office of Inspector General’s List of Excluded Individuals/Entities (LEIE)

Extra credit:

Licensed in Tennessee

Some benefits of working at Warby Parker for full-time employees:

Health, vision, and dental insurance

Life and AD&D Insurance

Flexible vacation policy

Paid Holidays

Retirement savings plan with a company match

Parental leave (non-birthing parents included)

Short-term disability

Employee Assistance Program (EAP)

Bereavement Support

Optical Education Reimbursement

Free eyewear

And more (just ask!)

Warby Parker requires all newly hired in-person or hybrid employees to be fully vaccinated against COVID-19 by their start date. Warby Parker is an equal opportunity employer and will provide reasonable accommodation, as necessary with federal, state, or local law, to those individuals who are unable to be vaccinated.

If you are a California resident, please review the additional privacy disclosures available in Section 8 of our Privacy Policy

, which provides a summary of how we collect, use, disclose, and share personal information about you and explain your rights under the California Privacy Rights Act (“CPRA”).

About Us:

Warby Parker was founded with a mission: to inspire and impact the world with vision, purpose, and style.

We're constantly asking ourselves how we can do more and make a greater impact, and that starts by reimagining everything that a company and industry can be. We want to demonstrate that a business can scale while doing good in the world, without charging a premium for it. And we’ve learned that it takes creativity, empathy, and innovation to achieve that goal.

Since the day we launched in 2010, we’ve pioneered ideas, designed products, and developed technologies that help people see. We offer everything you need for happier eyes at a price that leaves you with money in your pocket, from designer-quality glasses and contacts to eye exams and vision tests, and you can meet us online, at our stores, or even in your home. Wherever and whenever you need it, we’re there to make exceptional vision care simple and accessible. (Delightful, too.)

Ultimately, we believe in vision for all, which is why for every pair of glasses or sunglasses we sell, a pair of glasses is distributed to someone in need through our Buy a Pair, Give a Pair program.

Company info

Warby Parker
Website : http://www.warbyparker.com