Now Optics

Sales

• Greet patients and customers and identify their needs
• Recommend available products and services
• Meet sales goals while complying with company and local policies
• Help customers choose products and services suited to their budget and eye care needs
• Troubleshoot prescription-related problems and resolve complaints
• Measure, fit, and adapt lenses and frames onsite or virtually
• Perform minor eyewear repairs and adjustments
• Verify prescriptions, lens specifications, power ranges, and measurements
• Perform basic housekeeping to maintain brand standards
• Drive personal and store sales while delivering outstanding customer service
• Support Brand Manager duties and act as Manager on Duty
• Support recruiting, talent development, onboarding, and associate training
• Build partnerships with Clinical Services, Lab Staff, Support Center, and Human Resources
• Analyze daily, weekly, monthly, and quarterly reports
• Ensure proper lab production and achievement of Now Service and Ready When Promised standards
• Execute customer repairs, assemble lenses into frames, and edge stock lenses
• Monitor lab standards and report equipment malfunctions or order issues
• Track delivery commitments and ensure 100% compliance
• Perform other assigned duties

Licensed Sales Manager

Technician

• Handle a high volume of patient appointments
• Address customers through video calls
• Document all interactions and provide information needed for complete eye examinations
• Assist customers with a warm, friendly face and body language
• Provide accurate and clear information regarding services
• Work collaboratively with the internal team
• Adapt to new practices and receive feedback
• Perform other duties as assigned

Virtual Doctor Technician

Director

• Own and improve retention strategy, targets, measurement, and programs
• Own the customer lifecycle from acquisition through retention, reactivation, and win-back
• Develop segmentation strategy and creative for 1:1 communications
• Identify at-risk and lapsing patients and deploy proactive retention journeys across channels
• Ensure campaign accuracy and timely execution
• Own the customer engagement platform, data feeds, campaign architecture, journeys, automations, and channel configuration
• Manage transactional and triggered notifications and SMS operations, including compliance and deliverability
• Partner with IT on integrations, APIs, data cleanup, and new pipelines
• Manage vendor performance and roadmap commitments
• Own CSAT, NPS, outbound surveys, online reviews, reporting, feedback routing, corrective action, and improvement measurement
• Establish patient health and satisfaction goals
• Manage online brand reputation and social media patient feedback
• Lead the call center through the Call Center Manager, including service levels, first-call resolution, quality, bookings, recall, and retention
• Integrate phone operations into lifecycle and Voice of the Customer strategies
• Partner with Retail, QA, and Analytics on call center operations and escalation workflows
• Deploy and test AI strategies to improve efficiency and patient relationships
• Define KPIs and dashboards for engagement, retention, health, and channel performance
• Partner with Database, BI, and Analytics teams on cohort retention and lifetime value
• Analyze CRM campaigns and recommend optimizations
• Manage call center forecasts, goals, and team productivity
• Govern consent and suppression requirements for TCPA, CAN-SPAM, DNC, and HIPAA considerations, routing binding determinations to Legal
• Lead, develop, and align three managers and their teams around clear goals and a patient-first culture
• Report to the Chief Marketing Officer

Licensed Sales Manager

Virtual Doctor Technician

Director of Customer Relationship Management