POSITION SUMMARY:

Support training and onboarding for all retail teammates both virtually and in person. Conduct weekly new optician training and monitor performance of new teammates, modifying content and methods to ensure best outcomes. Develop training tools for retail teams. Provide in-store operations training as requested by Regional, Market, or District Managers or to support roll out or compliance with new processes. Develop and support helpful tools for retail managers to use for on-the-job training with retail teams. Identify knowledge and skills gaps within the retail organization and recommend/develop training to ensure teammate competency and service excellence. Support corporate policy training for retail and professional services teams. Partner with Regional, Market, and District Managers to coach retail managers to lead operational excellence and CARES.

DUTIES AND RESPONSIBILITIES:

TRAINING SUPPORT

• Conduct weekly new retail teammate orientation and training

• Guide retail managers in creating and managing efficient schedules, monitoring attendance, and analyzing labor costs

• Guide retail managers and their teams to execute merchandise, operational and customer service strategies to deliver planned sales, gross margin and financial results

• Influence and coach retail managers on service, patient care, selling techniques, and sales floor leadership skills to maximize customer satisfaction and achieve business objectives

• Partner with Optometrists to ensure team and doctors are working together to drive business and patient/customer care results

• Collaborate with key corporate partners (e.g., training, merchandising) to give feedback on materials and tools needed by the field

• Deploy key training tools to assigned region/market/district and support retail managers and Regional, Market, and District Managers in use of training tools to drive KPIs

• Utilize KPIs to help determine areas of opportunity and coaching focuses

• Identify knowledge and skills gaps and recommend/develop training to support improvement

• Assist teammates towards receiving their OCE Certification at Shopko Optical or ABO Certification at SVS Vision

• Stay up to date on the latest trends and best practices in the retail optical business

• Support roll out of corporate policy/compliance training

LEADERSHIP

• Provide and continuously model excellent customer service in all customer interactions

• Provide appropriate direction and feedback to the team based on in-store observations

• Coach retail managers to lead operational excellence and CARES

• Provide input to Regional, Market, and District Managers on talent and bench strength within stores

MINIMUM KNOWLEDGE, EXPERIENCE & SKILLS REQUIREMENTS:

• High School Graduate or equivalent

• Associate’s degree in education, human resources or related field; bachelor’s degree preferred

• Combination of education and/or equivalent work experience in a related field

• 3 years of leadership experience or equivalent management experience with strong customer service and sales focus (preferably in an optical or retail setting)

• Optician experience required

• ABO/OCE Certification required

• Proven ability to lead, coach and build relationships in a professional environment

• Prior experience with rolling out new training and/or selling tools preferred

• Able to direct and motivate a diverse teammate network

• Able to analyze and solve issues of varied scope: able to act decisively to implement solutions

• Solid organizational and planning skills

• Able to continuously monitor progress in relation to goal attainment

• Able to analyze financial data, recognize opportunities for improvement and formulate plans to address

• Able to multi-task and remain flexible in an ever-changing environment

• Demonstrate commitment to providing great customer service

• Solid computer knowledge to include Microsoft Office Suite of programs

ESSENTIAL FUNCTIONS & WORK REQUIREMENTS:

• Ability to effectively communicate at all levels within the organization through written and two-way verbal communication

• Able to read and write at a high school graduate level

• Able to sit or stand for extended periods of time

• Able to operate various office equipment (e.g., personal computer, telephone, fax machine, copier, etc.)

• Ability to lift 10 to 20 pounds

• Ability to see (Near, Distance, Color, and Depth Perception)

• Manual and finger dexterity, as well as hand/arm steadiness

• Ability to grip and hold items

• Good eye and hand coordination

• Demonstrate physical agility (bending, twisting, reaching and pulling)

• Able to operate a cash register, various optical equipment and tools

• Able to work normal and/or extended (evenings, nights, and weekends) office hours to meet established deadlines

• Able to travel independently to support Company objectives and personal development

• Able to travel frequently (75% of the time), overnight travel may be required

These statements are intended to describe the general nature and level of work performed by teammates assigned to this job classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required.