Remote Optical Customer Service Jobs in O Fallon, IL

Summary
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.
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Duties
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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.
Requirements
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Conditions of employment
As a Condition of Employment for accepting this position, you will be required to serve a 1-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider:
- Your performance and conduct
- The needs and interests of the agency
- Whether your continued employment would advance organizational goals of the agency or the Government
- Whether your continued employment would advance the efficiency of the Federal service
Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.
Additional Conditions of Employment include:
-Selective Service Registration is required for males born after 12/31/1959.
-Subject to background/security investigation.
Qualifications
Optical Industry Knowledge: Knowledge of current optical industry practices, products, lens fabrication, optician workflows, trends, and techniques, including commercial and government environments.
Business & Operational Leadership: Demonstrated business acumen and experience managing complex operations, with the ability to apply sound judgment, creativity, and strategic thinking to achieve organizational goals.
Program & Project Management: Ability to plan, develop, coordinate, implement, and evaluate multiple programs, projects, and initiatives while managing competing priorities and changing business needs.
Data Analysis & Decision-Making: Ability to gather, analyze, and summarize information to identify trends, evaluate performance, support business decisions, and prepare comprehensive reports and recommendations.
Communication & Collaboration: Strong interpersonal and communication skills with the ability to build effective relationships and collaborate with clinical and non-clinical stakeholders, employees, leadership, and external partners at all levels.
Customer-Focused Problem Solving: Demonstrated commitment to customer service with a proactive approach to identifying and resolving operational challenges, improving service delivery, and enhancing the customer experience. Experience working in healthcare or medical center environments is preferred.
Education
Education Requirement: High school diploma or General Equivalency Diploma (GED) required.
Additional information
Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.
Benefits
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A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.