Senior Operations Manager

Lenskart.com; New Delhi; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Lenskart.com is seeking an Operations Manager Vision Excellence to oversee the optometry services across our retail stores. You will lead the optometry department, recruit and mentor staff, and ensure high standards of eye care and customer satisfaction.

This role drives QA protocols and evidence-based practices nationwide. You will collaborate with leadership to align services with company goals, advance professional development via the Optometry SME, and stay current with industry advancements

Qualifications

• 10+ years of experience in Operations leadership.
• 3+ years Quality Assurance / Process improvement.
• Experience leading large teams (up to 500+ people) with 2 direct reports.
• MBA preferred; Six Sigma Black Belt preferred.
• Retail/eyewear experience desirable.

Responsibilities

• Lead and manage the optometry department across all retail locations, including hiring, training, and mentoring optometrists and support staff.
• Develop and implement quality assurance protocols and standards to ensure consistency and accuracy of eyetests across the country.
• Oversee the delivery of optometric services, including comprehensive eye exams, and contact lens fittings.
• Ensure compliance with regulatory and accreditation requirements.
• Monitor financial performance, optimize resource allocation, and identify opportunities for cost savings.
• Drive the optometry SME team and stay current with advancements in optometry.
• Maintain a customer-centered approach and address complex or escalated customer cases.
• Collaborate with other departments and leadership to align the optometry services with organizational goals.
• Enable ongoing education and training to the optometry team via the Optometry SME.
• Represent the organization in professional associations and at industry conferences.
• Build relationships with optometry colleges, healthcare providers, and other stakeholders.

Skills

Leadership

Communication

Interpersonal skills

Analytical thinking

Quality assurance

Process improvement

Retail operations

Team leadership

Strategic thinking

Financial management

Education

MBA (Top tier)

Job description

The Operations Manager Vision Excellence will be responsible for overseeing the optometry services within our retail stores, ensuring the highest standards of eye care and customer satisfaction.

Key Responsibilities:

• Lead and manage the optometry department across all retail locations, including hiring, training, and mentoring optometrists and support staff.
• Develop and implement quality assurance protocols and standards to ensure consistency and accuracy of eyetests across the country.
• Foster a collaborative and positive work environment that promotes professional growth and development.
• Oversee the delivery of optometric services, including comprehensive eye exams, and contact lens fittings.
• Ensure compliance with all regulatory and accreditation requirements.
• Monitor financial performance, optimize resource allocation, and identify opportunities for cost savings.
• Implement evidence-based practices and stay current with advancements in optometry by driving the optometry SME team.
• Maintain a customer-centered approach, ensuring that all customers receive personalized and compassionate care.
• Address complex or escalated customer cases and ensure customer satisfaction and implement improvements based on feedback.
• Collaborate with other departments and leadership to align the optometry services with the overall goals of the organization.
• Enable ongoing education and training to the optometry team to ensure continuous professional development via the Optometry SME
• Represent the organization in professional associations and at industry conferences.
• Build relationships with optometry colleges, healthcare providers, and other stakeholders.

Qualifications:

• Minimum 10 years of experience in Operations ,
• Minimum 3 years Quality Assurance / Process improvements
• Must have experience of leading large teams of up to 500 people and more - 2 direct reports.
• Preferred Top tier MBA ,
• Preferred Six sigma black belt
• Strong analytical and a deep dive skills
• Excellent leadership, communication, and interpersonal skills.
• Proven ability to develop and implement clinical protocols and standards.
• Strategic thinker with strong business acumen and financial management skills.
• Experience in a retail setting is highly desirable

We started with the aim to disrupt eyewear every step of the way and today, we stand as India’s Biggest Eyewear Brand and now, have a global footprint across South East Asia, Middle East and Japan.

We constantly raise the bar on our consumer experience and keep talent diversity and density at the center to help us achieve the ‘unexpected’.