Enjoy Interesting and Challenging Work, a Strong Collaborative Culture, a Dynamic, Entrepreneurial Environment and a Noble Mission

If you combine strong project management expertise with a process-driven mindset and the proven communication skills to act as the hub between cross-functional groups including optical labs, IT, customer service and others, the role of Customer Service Project Manager offers you some very compelling opportunities. You will:

• Leverage your project management experience and knowledge to make an outsized impact on customer service processes, tools and operations. Between our dispersed customer service team and optical labs across the nation, your efforts will support hundreds of team members, and post-implementation, thousands of customers. 
• Enjoy wide visibility as you work with stakeholders throughout the U.S. in a role that eventually could have a global reach. 
• Enjoy professional growth and development opportunities. While you could be happy in this role for years to come, history shows that proven performers can pursue a variety of career paths in our growing, global organization.
• Join a growing global industry leader. Our 2018 merger with Luxottica made us the world's largest player in the eyewear industry and has helped fill the pipeline with some exciting projects.
• Become part of an organization driven by a threefold mission: Improving lives by improving sight, Innovating for better vision, and Reaching the 2.7 billion underserved.

Improving Lives By Improving Sight. Essilor of America, Inc. is the leading manufacturer of eyeglass lenses in the United States, employs more than 8,000 people and operates the largest and most comprehensive optical laboratory network in the US Essilor of America, Inc. is a subsidiary of Paris-based Essilor International. Essilor manufactures optical lenses under the Varilux®, Crizal®, Transitions®, and other brands, and our products are worn by one billion people daily. Essilor has been on Forbes' list of the World's 100 Most Innovative Companies every year since 2010, and we ranked #62 out of 700 corporations awarded the title "Diversity Leader 2020" by the Financial Times.

To meet the basic qualification for this role, you will have legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship. In addition, to be a good fit for the Customer Service Project Manager opportunity, you will have:

• A bachelor's degree.
• 3-5+ years of experience managing medium to complex projects, preferably in manufacturing, operations, contact center, tech support, or similar environments.  Quick question for you - click here
• PMI certification is strongly preferred.  Quick question for you - click here
• Experience in managing cross-functional teams.
• Experience in creating project plans.
• Experience in delivering projects on schedule without exceeding the budget.
• The ability to understand and manage risks.
• Computer proficiency and experience with MS Office Suite and/or Google Docs; project management software preferred.
• Strong understanding and experience working with lab operations, customer service and IT systems highly preferred.
• Solid change management skills and experience preferred.
• Sales and Laboratory Operations experience, specifically process management is preferred. 

Just as important will be the following competencies and characteristics:

• Interpersonal skills and the ability to influence and motivate stakeholders.  
• Exceptional verbal and written communication skills.  
• Strong analytical and decision-making abilities.
• A collaborative, team player approach.
• Excellent organizational skills and the ability to handle detailed work in a fast-paced environment.

This position is based in Dallas, TX but we will consider a remote working arrangement for the right candidate. You should be willing and able to travel (once it is safe to do so), although we don't expect you will travel more than about 10% of the time.

Reporting to the Senior Vice President of Sales Operations and Customer Service, as Customer Service Project Manager, you will manage several assigned programs and projects of varying size and complexity simultaneously, providing detailed project tracking by tasks and milestones, as well as tracking outcomes and processes to ensure that they are repeatable and sustainable in the future.

In executing your responsibilities, you will work with Customer Service management, IT, Sales, Operations, General Managers, Customer Service Representatives, Lab personnel, and other project team members. You will design project plans that match the overall Customer Service strategy and continuously work with cross-functional teams to drive the project or program forward, problem solve, manage issues, and ultimately deliver each project on time and on budget. 

Specifically, you will:

• Manage medium to complex projects and programs for Essilor's Customer Service group.  Quick question for you - click here
• Manage multiple projects at any given time.
• Guide the Business and Customer Service teams during the entire project duration.
• Work closely with Sales and Lab Operations teams to make sure that design and development activities will meet the requirements of the Business.
• Develop and maintain programs and project plans using project management software tools.
• Coordinate with other project teams to ensure that deliverables and timelines are met.
• Deploy and implement standard processes through the use of work instructions and standard operating procedures.  
• Deliver programs and projects per the operations budget plans.
• Proactively identify and resolve related issues.
• Work closely with Sales Managers, Lab Managers, and Operations Directors to ensure that standard processes are put in place and built for repeatability in the future.
• Work closely with the Training team to develop training curriculums and training materials.  
• Report on progress to various management teams.
• Work with other organizations and Project Managers to deliver the programs and projects on time.
• Maintain and develop close relationships with Essilor team members to ensure consistent communication and smooth pre-launch activities
• Regularly attend and participate in team meetings and joint commercial/customer calls.
• Demonstrate 100% follow through on every commitment.
• Escalate unresolved or urgent business issues to ensure proper attention or preempt potential adverse relationships.

This description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities.

Professional Development
There will be plenty to learn in this position. For example, you'll develop knowledge of lab operations, remote customer service operation, system integrations and more, filling in any gaps you may have. We are committed to our employees' success and you will enjoy strong initial training and ongoing professional development as needed.

Great Time to Join
There is a lot going on right now at Essilor and in this environment, strong performers will have opportunities to stand out. Success in this role could set you up to take on additional responsibilities and advance in our organization.

Valuing Differences and Encouraging Teamwork
We're proud that Essilor leads with inclusion and diversity. Our goal is to create an environment where people love their work, and where all of our employees know they make a real difference through their ingenuity, creativity, and drive. Our employees' commitment encourages teamwork and stimulating professional relationships.

Truly Living our Values
At Essilor, we believe everyone deserves to see life and all its detail with the best vision possible. That's why, in addition to designing, manufacturing and distributing quality vision care solutions worldwide, we invest in raising awareness of the importance of good vision, support eyecare professionals, invent new technologies and products, and support philanthropic initiatives. We also are committed to robust standards for environmental sustainability. These are just a couple of reasons we were one of the 52 companies named to Fortune magazine's 2019 Change the World list.

Excellent Compensation
In addition to competitive compensation and bonus potential, we offer an exceptional mix of first-rate benefits, including medical, dental and vision plans; a 401(k) plan with company match; tuition reimbursement; comprehensive training through Essilor University; lens and frame benefits for you and your family; an employee stock purchase plan with company match; and more.

Video: As part of the #DifferenceMakers campaign, Essilor chose four eyecare professionals and three Essilor employees to participate in a mission trip to Southeast Asia in March 2019.

This is a multifaceted role with a lot of moving parts requiring an organized and proactive project manager. You'll need to get things done daily, which will mean building strong relationships and motivating others without leveraging formal authority. So, while your technical project management skills will be essential to your success, just as important will be your interpersonal abilities.

You'll be building and enhancing projects and programs that will primarily affect hourly employees -- employees who may not want or like change. You will be a change agent tasked with helping people see the benefits of and embrace changes. You should take a customer service approach to the groups you support, but you also will need to use influencing skills and be willing to be assertive as necessary.

In addition, in order to be an outstanding Customer Service Project Manager, you will:

• Manage expectations and establish priorities effectively.
• Communicate widely, keeping all stakeholders up to date.
• Combine analytical skills with creativity in solving problems.
• Pay keen attention to detail, and also grasp the bigger picture and how the details fit together.
• Remain flexible and practice strong follow-through habits.
• Leverage strong emotional intelligence.