1-800 CONTACTS

AI Engineer

• Turn ideas, customer problems, and hypotheses into working prototypes, starting with the mobile app
• Build AI-powered experiences using LLMs, AI/ML services, APIs, customer and product data, and modern web and mobile app technologies
• Research, evaluate, and prototype with AI models, services, and capabilities for content and intelligent decisioning, recommendations, personalization, generative content, conversational AI, and voice experiences
• Independently determine the technical approach needed to take loosely defined AI-powered concepts from idea to working, testable POC
• Create realistic customer simulations for internal and external testing
• Explore grounding, guiding, and evaluating AI experiences using customer profile data, customer context, and human-defined guardrails
• Connect prototypes to content libraries, AI SDKs, and staging systems
• Contribute reusable AI and application capabilities to the prototyping platform
• Use AI-native development workflows with Cursor, Claude, Copilot, and similar technologies
• Help define practical guardrails for safe, reliable, and brand-appropriate customer-facing AI experiences

Frontend Engineer, AI Prototyping

Mechanical Engineer

• Turn ideas, customer problems, and hypotheses into working prototypes, starting with the mobile app
• Build AI-powered experiences using LLMs, AI/ML services, APIs, customer and product data, and modern web and mobile app technologies
• Research, evaluate, and prototype with AI models, services, and capabilities for content and intelligent decisioning, recommendations, personalization, generative content, conversational AI, and voice experiences
• Independently determine technical approaches for taking loosely defined AI-powered concepts from idea to working, testable POCs
• Create realistic customer simulations for internal and external testing
• Explore grounding, guiding, and evaluating AI experiences using customer profile data, customer context, and human-defined guardrails
• Connect prototypes to content libraries, AI SDKs, and staging systems
• Contribute reusable AI and application capabilities to the prototyping platform
• Use AI-native development workflows with tools such as Cursor, Claude, and Copilot
• Help define practical guardrails for safe, reliable, and brand-appropriate customer-facing AI experiences
• Collaborate with a marketer and designer to take concepts from ideation to realistic, testable simulations and prototypes

AI Design Engineer

General

• Process a variety of inbound and outbound work items concurrently across phone, chat, email, and MMS channels across multiple business units
• Provide top-notch customer service in a fast-paced, multifaceted environment by recommending frame styles and placing and servicing orders
• Consult customers on the best value for their glasses purchases
• Verify glasses prescriptions by processing inbound faxes from customers and eye care providers
• Contact eye care providers to acquire prescriptions for customers
• Perform other duties as assigned by leadership

Customer Focus Expert

Project Manager

• Manage the planning and execution of HR programs across 1-800 Contacts, including engagement, performance, wellness, charitable giving, and HR tools
• Build project plans in Monday.com, manage timelines and details, coordinate stakeholders, anticipate roadblocks, and keep deliverables on track
• Manage multiple programs, deadlines, vendors, surveys, systems, communications, and partners simultaneously
• Support the development, setup, launch, and reporting of associate surveys, including employee engagement surveys and other HR feedback initiatives
• Simplify processes, improve associate and manager experiences, automate manual work, and improve recurring programs
• Use AI, automation, Monday.com, and other tools to streamline workflows and organize information
• Track participation, adoption, completion, feedback, and other program metrics
• Collaborate across HR and with Finance, Legal, IT, Internal Communications, and external vendors
• Support internal communications tied to managed programs

HR Programs Project Manager

Product Manager

• Plan and execute the product roadmap for regulated prescription technology, aligning initiatives with broader company goals and customer needs
• Lead discovery and validation efforts with customers and end users
• Understand customer needs, motivations, and pain points to create simple-to-follow user experiences
• Lead an agile software development team and drive ideas from inception to launch
• Collaborate with engineering, data science, UX design, marketing, and customer success to define, build, and launch product experiences
• Track product metrics and KPIs and deliver features that meet defined business outcomes
• Partner with compliance to optimize change-management and regulatory-adherence processes; ensure measurement, validation, and documentation of software changes before release
• Partner with marketing and ecommerce to understand market response, create messaging and product positioning, and develop customer journeys from awareness through adoption and purchase

Sales

• Answer 2-3 incoming customer chats concurrently using the NICE CXOne platform, totaling roughly 40 chats per 8-hour shift or more
• Consult customers on the best value for their contact lens purchases through sales interactions
• Reply to incoming customer emails or MMS as business needs require
• Communicate proactively with managers and team members through one-on-one meetings, team meetings, and team chats in a virtual work environment
• Request prescriptions by phone from eye care providers as needed
• Provide world-class customer service in a fast-paced, dynamic environment
• Identify and resolve problems to create a positive customer experience
• Maintain performance metrics including revenue per chat, quality, availability, and timeliness
• Abide by company policies and procedures
• Live the company values: Big Hearted, Unconventional, Tenacious, Better Together
• Perform other duties as assigned by leadership

Digital Sales and Service Representative

Product Operations

• Define the ~2-year product strategy for the operations support product, using data to connect current and future state.
• Identify opportunities to simplify and improve technology and internal procedures across fulfillment, supply chain, and customer support.
• Define product features and establish KPIs for operational cost reduction, risk reduction, and incremental revenue.
• Build and manage an intake process for operations and support requests, including capture, triage, prioritization, delivery, and impact measurement.
• Guide approved work through design, development, and delivery with Engineering.
• Own product requirements and contribute to design documents and the software development lifecycle, including stand-ups, planning/refinement, and retrospectives.
• Quantify and communicate operational cost and risk reductions and develop cases for incremental revenue through automation, self-service tooling, and partner integrations.
• Monitor project status, provide regular updates, and lead cross-functional teams across Product, Engineering, Operations, and Support.
• Troubleshoot issues with business, operations, and development teams.
• Interface with development teams and systems/services and use Databricks, Jellyfish, and JIRA to identify optimization opportunities.
• Build relationships with Engineering, Data, business stakeholders, executives, product managers, and external partners to ensure alignment.

Product Manager, Operations Support

Procurement

• Analyze demand, inventory, supplier performance, lead times, and purchasing trends to identify risks and opportunities and make recommendations that improve product availability and inventory efficiency
• Create, submit, and maintain purchase orders with domestic and international suppliers
• Review demand, inventory, open orders, lead times, and usage trends to determine purchasing requirements
• Partner closely with Lab Operations to understand production requirements, material priorities, and upcoming demand
• Communicate inventory risks, supplier delays, and potential shortages to appropriate stakeholders
• Forecast for the manufacturers and collaborate with their sales rep
• Assist with analytical projects and reporting for both Purchasing and Optical Lab, helping to push them forward, and be part of the strategy group
• Be part of the pipeline for future growth

Purchasing Analyst

Manager

• Develop and execute a YouTube-first advertising strategy supporting brand and performance marketing goals.
• Manage YouTube advertising, including in-stream ads, bumper ads, YouTube Shorts, and other video placements.
• Optimize campaigns using Google Ads.
• Leverage custom segments, affinity audiences, remarketing, and first-party data for audience targeting.
• Collaborate with Creative to develop platform-specific video assets aligned with YouTube best practices.
• Evaluate view-through rate, watch time, click-through rate, cost per view, and conversions using YouTube Analytics, Google Ads, and third-party tools.
• Run tests across creative formats, video lengths, messaging, audiences, and campaign strategies.
• Support campaign execution, optimization, creative strategy, and reporting across paid social platforms.
• Identify cross-channel creative insights across YouTube and paid social.
• Monitor industry trends, platform updates, and emerging technologies.
• Create performance reports and translate results into actionable recommendations for internal teams.

YouTube Channel Manager

Data Analyst

• Collect, clean, and transform data from multiple sources to ensure accuracy and consistency in analysis, maintaining all necessary data dictionaries
• Support enterprise data migration projects by analyzing data requirements, translating current operational logic into new platforms, and refactoring processes to maintain data integrity
• Build and maintain Databricks Silver tables designed to serve analytics and reporting needs, ensuring data quality and consistency throughout data migrations
• Work closely with Data Engineers and Analytics Engineers to articulate data needs and participate in collaborative data modeling
• Monitor data quality, recommend improvements, and contribute to data infrastructure and tools
• Conduct exploratory data analysis to identify trends, patterns, and anomalies
• Develop and maintain interactive dashboards and visualizations
• Communicate findings to stakeholders through reports, presentations, and Slack

Operations Data Analyst

Customer Advocate

• Handle inbound sales and service calls; no cold calling required
• Offer thoughtful advice to help customers get the most value from contact lens purchases
• Engage proactively with managers and teams through one-on-ones, team meetings, and chats
• Deliver exceptional customer service in a fast-paced, changing environment
• Identify and resolve customer issues quickly and make decisions in the moment
• Maintain performance metrics including revenue per call, quality, availability, and dependability
• Represent the company's Big Hearted, Unconventional, Tenacious, and Better Together values in every call, chat, and interaction

Customer Success Advocate

• Answer 2-3 incoming customer chats concurrently using the NICE CXOne platform, totaling roughly 40 chats per 8-hour shift or more
• Consult customers on the best value for their contact lens purchases through sales interactions
• Reply to incoming emails or MMS from customers as business needs require
• Communicate and engage with managers and team members through one-on-one meetings, team meetings, and team chats in a virtual work environment
• Request prescriptions by phone from eye care providers as needed
• Provide world-class customer service in a fast-paced, dynamic environment
• Identify and resolve problems to create a positive customer experience
• Maintain performance metrics including revenue per chat, quality, availability, and timeliness
• Abide by company policies and procedures
• Live the company values: Big Hearted, Unconventional, Tenacious, Better Together
• Perform other duties as assigned by leadership