VCS - Optical Program Manager

The Veterans Canteen Service (VCS) is seeking an experienced and motivated Optical Program Manager to lead operations, optimize customer experience, develop and implement standardized policies, and ensure compliance with industry best practices. This position serves as the primary liaison among clinical partners, optical fabricators, and VA stakeholders, maintaining high standards of service delivery to Veterans. In this position, you will report to the Chief Services Officer.

Duties include, but are not limited to the following: - Lead Optical Program Operations: Drive the overall performance of the Optical Program by ensuring efficient operations, quality services, regulatory compliance, and exceptional customer experience across medical centers and outpatient clinics. - Develop Standards & Improve Processes: Develop and implement operational policies, workflows, and performance standards. Identify opportunities to improve processes, expand services, and enhance the value provided to Veterans.

- Build Strategic Partnerships: Serve as a key liaison with medical center eye clinics, regional and facility leadership, employees, eyeglass fabricators, and other external partners to strengthen collaboration and support program success. - Manage Service Quality & Performance: Oversee onsite and remote optician services, monitor program performance, address operational challenges and customer concerns, and establish clear expectations to ensure consistent, high-quality service. - Support Staffing & Employee Development: Assist with recruiting, hiring, onboarding, training, and performance management for opticians and support staff.

Evaluate staffing needs and adjust resources to meet changing service demands. - Drive Business Growth & Innovation: Analyze market trends, sales performance, product offerings, and pricing strategies to identify growth opportunities. Collaborate with brand and communications teams, evaluate industry partnerships and emerging technologies, and conduct onsite reviews and training to strengthen program performance.