Operations Manager

Lenskart; Kolkata District; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Lenskart is seeking an Operations Manager for our tele optometry center to implement effective processes and practices focused on quality and quantity of remote eye tests. You will formulate strategy, drive performance, and ensure regulatory compliance while mentoring the team and deploying best practices.

You will oversee cross-functional execution, evaluate organizational needs, and manage the deployment of software solutions for remote optometry.

Qualifications

• 6+ years of experience in operations management or related field.
• Experience in BPO or process-driven environments is preferred.
• Strong leadership, planning and decision-making abilities.

Responsibilities

• Ensure highest quality of customer interaction during remote eye tests.
• Monitor KPIs such as ET NPS, technical detractors, returns, and eye-to-buy conversions.
• Lead process changes to improve the remote eye test business and reduce detractors.
• Provide on-the-job training and guidance to the team using training modules.
• Recruit and select high-caliber staff for the remote optometry project.
• Coordinate with cross-functional teams for seamless execution and scale-up.

Skills

Tele Optometry

Operations Management

Quality Assurance

Process Improvement

Leadership

Team Mentoring

Education

Bachelor's Degree

Job description

Job Description

We are looking for an Operations Manager for tele optometry center who can implement the right processes and practices to do with Quality & Quantity of remote eye tests. The specific duties of an Tele Optometry Operations Manager include formulating strategy, improving performance and securing compliance in the tele optometry center. You should be ready to mentor your team members, find ways to increase the quality of remote eye test service and implement best practices.

As an operations manager,, your duties will also include evaluating organizational needs and recommending suitable optometric solutions. You will also be required to oversee the execution, development, testing, and implementation of software solutions in remote optometry on a day to day basis.

Key Responsibilities

• Making sure the Tele- Optometrist maintain the highest quality of customer interaction during remote eye tests.
• Responsible for Key Quality & Quantity KPIs such as ET NPS, Technical Detractors, Returns and eye to buy conversion.
• Initiating changes to improve the remote eye test business, e.g. Working on ways to reduce technical detractors & increase Eye Test NPS
• Provide effective on-the-job training and guidance to team members, making use of company training modules, to improve process adherence & consistency in ET Experience.
• Recruiting and selecting high caliber staff for remote optometry project.
• Coordinate with the cross functions for seamless execution & scale up plans.
• Manage Tele optometrist Roster
• Partake in periodic updates ad reviews with stakeholders

Experiences

6-15 years

Location

Gurgaon

Candidate Skills & Attributes

• Minimum Qualification Bachelors Degree
• Must have experience in BPO
• Preferred Video process
• Preferred six sigma green belt or black
• Very Strong Communication Skills both Written/Verbal and must be a good Orator.
• Influencing Skills
• Problem Solving & Decision Making
• Planning & Organizing
• Project management with Collaboration & Inclusion
• Financial & Business Acumen
• Customer Obsession
• Leadership
• Process Orientation