Inbound Sales and Service Manager

1800contacts; Draper (UT); Hybride; USD 60 000 - 85 000; Plein temps

Avantages offerts par ce poste

Free eye exams for your family

Deep discounts on lenses and glasses

Excellent healthcare coverage

401(k) match

Flexible PTO

Tuition reimbursement

Résumé du poste

SeekWell, the parent company of 1-800 Contacts, Luna, and The Framery, seeks an Inbound Sales & Service Manager for its call center. You will lead a team focused on delivering exceptional customer experiences while driving sales and service metrics.

Strong leadership, coaching, and data-driven decision-making are essential in this role. You will guide operations, optimize processes, and collaborate across departments to ensure a frictionless customer journey.

Qualifications

• 3+ years in customer service, sales, or call center environments.
• 1+ year of supervisory or people management experience.
• Strong coaching, communication, relationship-building, and problem-solving skills.
• Ability to use data and critical thinking to make sound business decisions and drive results.
• Strong organizational skills with the ability to manage competing priorities in a fast-paced environment.
• Ability to give and receive meaningful feedback and navigate difficult conversations.
• Proficiency with Microsoft Office, including Excel, Outlook, PowerPoint, and Word.
• Ability to work Monday-Friday from 2:00 PM-11:00 PM MST.
• Ability to work occasional weekends and holidays as needed.
• Ability to work onsite 100% during the first 4-6 weeks of onboarding, followed by a hybrid schedule of 1-4 days onsite per week as determined by your manager.

Responsabilités

• Lead the team to build a high-performing, customer-focused culture.
• Drive sales, service, and business results through coaching and accountability.
• Own the inbound contact center business, understanding drivers and taking action.
• Turn data and customer interactions into actionable coaching for staff.
• Embrace technology, analytics, and new practices to improve customer and associate experience.
• Balance sales and service as complementary priorities to meet customer needs.

Connaissances

People leadership

Coaching

Data-driven decisions

Communication

Problem-solving

Forecasting & analytics

Organizational skills

Feedback & conflict handling

Outils

Microsoft Office

Description du poste

Who we are

SeekWell is the parent company of 1-800 Contacts, Luna, and The Framery. Our goal is to make it simpler, easier, and more accessible for people to get the vision care they need. We maintain the legendary, award-winning culture 1-800 Contacts started almost 30 years ago and continue to develop innovative, pioneering products and businesses that make consumers cheer. We're owned by KKR - one of the world's largest and most successful private equity investment companies. We've built an excellent company and changed an industry by putting the customer first, always. The best is yet to come!

Why you want this job

As an Inbound Sales & Service Manager in our call center, you'll lead a team that directly shapes the experience of both our customers and associates. You'll help create a high-performing, customer-focused culture while using data, coaching, and strong leadership to drive sales, service, and business results. This is a great opportunity for a people leader who enjoys a fast-paced environment and wants to make a meaningful impact on both their team and the customer experience.

What you'll do

• Lead People - Builds a team people want to be part of. Coaches with purpose, sets clear expectations, develops future leaders, recognizes great work, and creates accountability.
• Obsessed with the Customer Experience - Starts with the customer in every decision. Constantly looks for friction, listens to customer feedback, challenges processes that make things harder, and believes great sales results should come from delivering an exceptional experience.
• Own the Business - Treats Inbound like their own business. Understands the numbers, knows what is driving them, identifies root causes, and takes action rather than waiting for direction.
• Drive Results Through Coaching - Turns data and customer interactions into specific behaviors associates can improve. Doesn't just manage KPIs-they influence the behaviors that create the KPIs.
• Build What's Next - Curious, adaptable, and willing to challenge "the way we've always done it." Embraces technology, AI, analytics, and new ways of working to make the experience better for both customers and associates.
• Think Sales + Service, Not Sales vs. Service - Understands that these aren't competing priorities. The best sales experience is often simply great service that identifies what the customer needs and solves it.

What you'll need

• 3+ years of experience in customer service, sales, or a contact center environment.
• 1+ year of supervisory or people management experience.
• Strong coaching, communication, relationship-building, and problem-solving skills.
• Ability to use data and critical thinking to make sound business decisions and drive results.
• Strong organizational skills with the ability to manage competing priorities in a fast-paced environment.
• Ability to give and receive meaningful feedback and confidently navigate difficult conversations.
• Proficiency with Microsoft Office, including Excel, Outlook, PowerPoint, and Word.
• Ability to work Monday-Friday from 2:00 PM-11:00 PM MST.
• Ability to work occasional weekends and holidays as needed.
• Ability to work onsite 100% during the first 4-6 weeks of onboarding, followed by a hybrid schedule of 1-4 days onsite per week as determined by your manager.

Why we will love you

• Experience leading sales and/or service teams.
• Experience in a contact center or other fast-paced customer-focused environment.
• Knowledge of company products, systems, and processes.
• A natural people leader who enjoys developing others and helping teammates grow.
• A relationship builder who creates a strong sense of community and trust.
• Someone who brings energy, positivity, professionalism, and a strong sense of ownership to their work.

Perks

• Free eye exams for your entire family
• Deep discounts on lenses, glasses, and other services
• Amazing healthcare coverage
• 401(k) match
• Flexible PTO
• Tuition reimbursement program
• In-house restaurant with highly discounted meals (Steak dinner under $6)
• Free snacks, ice cream, and drinks every day
• Full onsite gym

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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