VSP Vision Care

Customer Support

• Provide accurate, timely, and efficient customer support under general supervision
• Respond to routine and complex inquiries from members, clients, providers, and internal/external business partners
• Handle inquiries by telephone, in person, and via internet/email
• Maintain in-depth knowledge of prescriptions, plans, products, services, procedures, e-commerce, internet use, payment processing, eligibility verification, order and shipping status, and stock availability as applicable to the line of business
• Complete documentation, letters, and forms accurately
• Perform quality assurance testing for company software
• Research and resolve issues and complaints
• Solve non-standard customer problems
• Educate and influence customers and prospective customers on company products, services, and solutions
• Identify customer trends and communicate them to business partners, leaders, and divisions
• Suggest corrections, changes, or solutions and escalate organization-wide issues appropriately
• Maintain line-of-business customer service and support-level standards
• Stay current on customer service policies, procedures, and product/service information
• Attend benefit fairs, open enrollment meetings, and client meetings when required, with occasional overnight travel
• Support Sales Representatives with customer-order inquiries when required
• Serve as first point of contact for Sales Representatives when required
• Process claims based on business needs and workflow fluctuations when required

Business Analyst

• Develop, research, test, and implement business process improvements, procedures, and system changes
• Evaluate business process changes and document business impacts and benefits
• Provide business requirements for process improvements and system enhancements as a subject matter expert
• Interview and conduct research to determine and document stakeholders, business needs, and requirements
• Create and analyze workflow diagrams
• Review technical design deliverables to ensure business objectives are reached
• Provide training, including identifying needs, developing materials, communicating changes, and creating manuals
• Provide post-implementation support, including problem resolution, procedure adjustments, and change management
• Develop presentations of materials, models, findings, plans, and conclusions
• Identify process improvement strategies
• Work with technical and non-technical stakeholders and support project and business objectives

Manager

• Manage a team of business and systems analysts supporting enterprise-wide corporate projects and strategic initiatives
• Provide strategic direction and management for a complex service environment to ensure vital services and systems meet Customer Service and Sales business needs
• Manage business analysts to ensure enterprise project deliverables meet high quality standards
• Allocate staff according to business priorities and staff skills/development
• Support project issue and resolution efforts, including analysis of critical project issues
• Support standardization of platforms across sales, marketing, and customer service processes
• Manage internal resources to clarify business needs and deliver agreed automated solutions
• Manage expectations regarding agreements for meeting business needs
• Educate business partners on applicable sales, service, and marketing technologies, functions, and processes
• Coordinate with other units and departments on special requests, workflow issues, production issues, and escalated customer inquiries
• Maintain effective communications within Business Enablement and externally
• Act as a subject matter expert for operational processes in a sales and service environment
• Establish effective relationships with direct reports and improve employee satisfaction
• Manage interactions with outside vendors for maintenance and services

Business Enablement Manager

• Develop, research, test, and implement business process improvements, procedures, and system changes
• Evaluate business process changes and document business impacts and benefits
• Provide business requirements for process improvements and system enhancements as a subject matter expert
• Conduct interviews and research to determine and document stakeholders, business needs, and requirements
• Create and analyze workflow diagrams
• Review technical design deliverables to ensure business objectives are reached
• Provide training, including identifying needs, developing materials, communicating changes, and creating manuals
• Provide post-implementation support, including problem resolution, procedure adjustments, and change management
• Develop presentations of materials, models, findings, plans, and conclusions
• Continually identify process improvement strategies

Content Marketing Manager

• Lead, manage, plan, produce, implement, and analyze internal and external communications strategies and tactics
• Develop and drive high-risk, high-opportunity marketing communication strategies across business operations
• Initiate business opportunities and manage major communications initiatives through market research and analysis
• Serve as marketing communications program owner for development, design, execution, and strategic alignment
• Collaborate with internal and external business partners on communications positioning and promotion
• Manage agency resources or strategic partner teams and marshal resources for success
• Work with senior management to identify market opportunities and prioritize communications programs supporting growth, market share, and brand objectives
• Serve as a central resource for brand-related information and coordinate brand-building communication programs
• Educate business partners on brand-related issues and opportunities
• Mentor communication managers and market managers and demonstrate marketing communications best practices
• Provide team oversight and direction to ensure strategic alignment, priorities, processes, and timelines
• Develop and maintain innovative processes and workflows to improve operational efficiency, excellence, and ROI
• Manage applicable budgets
• Lead functional teams and/or projects
• Assess communication-resource requests, evaluate resource availability, and assign resources to projects

Senior Content Specialist – Enterprise & Executive Communications

Operations

• Manage centralized operations for Ventures and current and future acquired practices
• Manage people, processes, and systems related to central operations
• Define, plan, implement, and optimize central operational processes, systems, and procedures
• Collaborate with internal and external business partners to create best-practice operations
• Oversee implementation, updates, administration, and monitoring of centralized practice management software
• Oversee management of practices’ prior software until changed
• Drive care-focused efficiencies, best practices, and high-quality eye care across practices
• Improve supply chain planning and operations while building business efficiencies and scale
• Manage continual improvement of supply chain, centralized software and hardware, vendor management, and PMS software
• Forecast additional employee needs as Ventures grows and expands locations
• Define, implement, and ensure product price and availability optimization analysis
• Establish market differentiation through efficiencies, service, patient focus, and expertise
• Manage within department budget and assess growth needs aligned with practice acquisitions

Operations Manager

• Ensure accurate, timely, and efficient customer support with general supervision
• Respond to routine and complex inquiries from members, clients, providers, and internal/external business partners
• Handle inquiries by telephone, in person, and via the internet/email
• Apply knowledge of prescriptions, plans, products, services, procedures, e-commerce, internet use, payment processing, eligibility verification, order/shipping status, and stock availability as applicable to the line of business
• Complete documentation, letters, and forms accurately
• Perform quality assurance testing for company software
• Research and resolve issues and complaints and determine appropriate resolutions
• Solve non-standard customer problems
• Educate and influence customers and prospective customers on company products, services, and solutions
• Identify customer trends and communicate findings and recommended corrections to business partners, leaders, and divisions
• Escalate situations with potential organization-wide impact
• Maintain Customer Service and support-level standards
• Stay current on policy, procedure, and product/service/solution changes
• Attend benefit fairs, open enrollment meetings, and client meetings as applicable, with occasional overnight travel
• Support Sales Representatives with customer-order inquiries as applicable
• Serve as first point of contact for Sales Representatives as applicable
• Process claims as applicable to business needs and workflow fluctuations

• Ensure accurate, timely, and efficient customer support
• Respond to routine and complex inquiries from members, clients, providers, and internal/external business partners via telephone, in person, or internet/email
• Provide information regarding prescriptions, plans, products, services, procedures, online purchasing, e-commerce, payments, eligibility, orders, shipping, and stock availability as applicable to the line of business
• Complete documentation, letters, and forms accurately
• Perform quality assurance testing for company software
• Research and resolve issues and complaints and determine appropriate resolutions
• Solve non-standard customer problems
• Educate and influence customers and prospective customers on company products, services, and solutions
• Identify customer trends and communicate them to business partners, leaders, and divisions
• Suggest corrections, changes, and solutions and escalate organization-wide issues appropriately
• Maintain line-of-business customer service and support-level standards
• Stay current on customer service policies, procedures, and product/service information
• Attend benefit fairs, open enrollment meetings, and client meetings when required by the line of business
• Provide information at events and attend occasional overnight travel when required
• Support Sales Representatives with customer-order inquiries when required
• Serve as first point of contact for Sales Representatives when required
• Process claims based on business needs and workflow fluctuations when required

French Bilingual Customer Support

• Provide accurate, timely, and efficient customer support under general supervision
• Respond to routine and complex inquiries from members, clients, providers, and internal/external business partners by telephone, in person, or internet/email
• Apply knowledge of prescriptions, plans, products, services, procedures, e-commerce, internet use, payment processing, eligibility verification, order/shipping status, and stock availability as applicable to the line of business
• Complete required documentation, letters, and forms accurately
• Perform quality assurance testing for company software
• Research and resolve issues and complaints and determine appropriate resolutions
• Solve non-standard customer problems and assist with issues requiring judgment
• Educate and influence customers and prospective customers about company products, services, and solutions
• Identify customer trends and communicate them to business partners, leaders, and divisions; suggest corrections, changes, or solutions
• Escalate situations with potential organization-wide impact
• Maintain customer service and support-level standards
• Stay current on customer service policies, procedures, and product/service/solution information
• Attend benefit fairs, open enrollment meetings, and client meetings when required by the line of business
• Support Sales Representatives with customer-order inquiries when required
• Serve as a first point of contact for Sales Representatives when required
• Process claims based on business needs and workflow fluctuations when required

Product Specialist

• Lead, manage, plan, produce, implement, and analyze internal and external communications strategies and tactics
• Manage relationships with internal and external stakeholders, vendors, agencies, and channel partners
• Interpret complex issues and present them effectively across channels and stakeholder requests
• Maintain a pipeline of potential case studies and references through relationships with project executives and consulting team members
• Build relationships with strategic external partners and collaborate on third-party white papers and research reports
• Identify cross-team impacts and communicate needs to peers and leadership
• Manage the enterprise content portfolio across print and digital content for employees, customers, and other stakeholders
• Maintain an overarching view of content related to corporate and Business Unit brands globally
• Research and write content for proposals, technical documentation, brochures, testimonials, white papers, case studies, advertising materials, presentations, video and animation scripts, email campaigns, executive speeches, and internal announcements
• Consult with Line of Business Leads to understand industries, insights, and customer needs and provide strategic written communications

Content Specialist – Product Marketing

Ecommerce

• Formulate and execute an ongoing ecommerce website optimization strategy
• Plan and execute strategies to improve product and service presentation, consumer engagement, and sales conversion
• Partner with ecommerce, digital marketing, brand management, analytics, market research, and creative teams on strategic plans
• Support site content planning and marketing campaigns with data-driven insights and SEO recommendations
• Optimize the shopper journey to maximize sales and customer satisfaction
• Manage, maintain, and conduct daily QA on the storefront
• Support digital marketing plans and brand-image initiatives
• Align site experience improvements with email, SEM/SEO, social media, and other traffic-driving activities
• Execute website changes with outside agencies and internal teams
• Collaborate with customer service and operational teams to align site content and experience with operations and marketing communications
• Create and share website reports, evaluate satisfaction and sales performance, and recommend optimization tactics
• Develop and execute testing of customer journeys and new ideas to improve user experience, satisfaction, conversion, and average order value
• Work with IT to address technical issues and production needs promptly

eCommerce Optimization Manager

Financial Planning and Analysis

• Develop business and application architecture strategy based on the customer’s organization, processes, business needs, and applications
• Provide project oversight across design, development, enhancements, maintenance, troubleshooting, monitoring, reporting, and support of business applications and systems
• Serve as a strategic systems advisor and deliver long-term, sustainable solutions
• Collaborate with Data, Product, Systems, and other technical teams to architect integration processes
• Maintain architectural and technical documentation
• Lead architectural review sessions and oversee go/no-go architectural decisions
• Lead requirements gathering and refinement for large, complex software implementations
• Drive strategy and solution development from system architecture, process, and team management perspectives
• Manage and oversee vendors
• Provide direction, feedback, and coaching to team members and assist with reviews
• Analyze, diagnose, and draw conclusions on complex technical problems
• Analyze customer requirements, evaluate technology and vendor products, develop plans, recommend end-to-end solutions, implement solutions, and ensure deliverable quality
• Serve as product owner for integrated system solutions and reporting
• Guide troubleshooting, diagnosis, and resolution of business-impacting issues with business partners, IT, and vendors
• Propose system/application support changes to address issues and improve functionality
• Analyze results and provide strategic solutions to improve performance
• Oversee development of online knowledge management tools for system procedures
• Coordinate system changes to ensure data integrity
• Create or revise technical procedures and processes and follow established service and support standards

Senior Business Technical Consultant – Treasury/Finance

Account Executive

• Sell and service eyewear products by managing existing accounts and developing new prospects across varied industries
• Develop creative sales strategies to contact prospects, create opportunities, sell products, and increase revenue
• Cultivate and develop strong business relationships with customers and prospective customers
• Represent the eyewear line of business in sales-oriented customer activities
• Leverage partners, team members, and colleagues to exceed quota targets and achieve balanced product-line results
• Apply product solutions to customers’ business problems by understanding their businesses and requirements
• Maintain current knowledge of existing and new products, services, and general information
• Identify and communicate future customer requirements and feedback to appropriate VSP divisions
• Liaise between VSP departments and customers to ensure service levels and expectations are met
• Collaborate with marketing and product development to address customer needs and analyze market data
• Use the sales automation system to make inquiries, maintain records, and prepare reports

Account Manager

• Manage an assigned book of high-impact, complex client business
• Lead development of efficient processes supporting customer and company strategic initiatives
• Serve as expert advisor and primary liaison for client service and marketing projects and issues
• Develop and maintain client relationships and identify customer goals and requirements
• Function as primary service contact to drive client satisfaction, growth, and retention
• Develop and manage strategic account plans covering objectives, communications, growth, and retention
• Maintain understanding of state and federal compliance requirements applicable to clients
• Partner with internal and external stakeholders to ensure compliance and advise clients
• Lead and facilitate client meetings and events, virtually or in person
• Develop and manage concurrent complex implementation plans for new clients
• Direct client contracting activities and resolve complex contracting issues
• Manage client and member communication strategies and collateral development
• Provide consultative benefits advice to clients and prospects throughout the sales process
• Document complex client requirements and ensure servicing partners understand them
• Monitor clients, identify issues, and implement creative solutions
• Escalate client issues, lead meetings and task forces, and drive solutions
• Coordinate product changes with Sales and Product Marketing
• Evaluate business problems and recommend technology or product solutions
• Market programs and services to support account adoption, growth, and retention
• Interpret, analyze, and distribute complex client reports
• Represent the business area on assigned projects

Senior Account Manager

• Sell and service Optics’ branded products and services
• Manage existing accounts and develop new prospects in the private practice theater
• Use knowledge of Lab services, products, and marketing techniques to increase usage among doctors within a defined territory
• Assist in promoting the Lab to doctors outside the defined territory
• Formulate and implement strategic business plans for individual accounts
• Retain existing Lab business and educate accounts on premium lens products
• Cultivate strong business relationships with doctors and their staff
• Educate customers on industry trends and new lens products
• Maintain current knowledge of products, services, and related information
• Act as liaison between the Lab and customers to ensure service levels and expectations are met
• Collaborate with marketing and product development to address customer needs and analyze market data
• Document sales activity and monitor account growth within the defined territory
• Develop and deliver presentations to doctors’ staff

Customer Support

Business Analyst

Business Enablement Manager

Business Analyst

Senior Content Specialist – Enterprise & Executive Communications

Operations Manager

Customer Support

French Bilingual Customer Support

Customer Support

Content Specialist – Product Marketing

eCommerce Optimization Manager

Senior Business Technical Consultant – Treasury/Finance

Account Executive

Senior Account Manager

Account Executive, Lab