Optical Services Manager

Warby Parker is a transformative lifestyle brand offering designer eyewear at a revolutionary price while leading the way for socially-conscious businesses.

Warby Parker is on the lookout for a super star optician to lead the company in setting best-in-class optical standards for all existing eyewear products, along with new eyewear product launches. As the lead optician in the organization, you will be passionate about delivering the very best customer experience through the best quality products and services—plus you will be in charge of ensuring talent across the organization is doing so in a consistent and integrated manner.

• Lead the company in collaboration with our Retail, Product Strategy, and Supply Chain teams, and the organization's optical advisors in setting best-in-class optical standards for all eyewear products
• Collaborate with the Product Strategy team to establish new optical services, such as repair or frame engraving programsplus assist in selecting and developing new lens offerings as we launch new products or add-ons, such as photochromics
• Create, set, and enforce standards for optical equipment, systems, and processes for optical functions online and in-store (e.g., adjustment, bench aligning, neutralization, troubleshooting, measurement, quality control, final fitting, repair, communication, referral policies, etc.)
• Establish KPIs and reporting to monitor optical service levels for online and in-store experience teams (e.g., adjustments, remakes, return rates, wait times, service times, service experience, etc.)
• Work with our Retail, Customer Experience and Consumer Insights teams to identify opportunities to improve the experience for customers utilizing optical services at Warby Parker retail locations
  • Prioritize these opportunities in a central optical services roadmap, launch pilots, and drive data-driven results
• Support our Retail, CX, and Talent teams in several areas:
  • Recruiting—develop interview questions and practical exercises for evaluating optician candidates; additionally, assist talent in establishing and managing partnerships with optical colleges (e.g, TCI) and programs like The Door to develop pipeline of new optician talent entering Warby Parker
  • Training—serve as a content expert to guide creation of onboarding and ongoing training for opticians, retail advisors, and CX associates,ensuring all optician training materials are consistent across all teams
  • Talent Development—assist the Talent team to create a Warby Parker optician development program that provides a development path for advisors to become licensed opticians; additionally, assist talent in developing a system for each retail location to manage and track optical licensing renewals
• Support our Retail expansion by:
  • Managing optical service requirements for each location in which we operate
  • Ensuring necessary optical-related registrations are completed

• Equipped with 7+ years of experience in optics
• Dedicated to making people happy—you exceed customer expectations with a great attitude while being a fantastic and fun team player
• Innovative, proactive, entrepreneurial, and an all-around good person
• A strong communicator, with superb writing skills and the ability to summarize information concisely
• Extremely organized and pays attention to detail (to a fault!)
• Cool under pressure and capable of juggling a diverse set of responsibilities

Extra credit:

• Has working knowledge of Google tools: Slides, Sheets, Docs
• Experience working in both optical labs and customer-facing positions