Store

JOB DESCRIPTION

GENERAL FUNCTION

Support the retail locations. This is a full-time hybrid role, with approximately 50% of time focused on customer-facing sales and service and 50% focused on coordinating store operations in partnership with corporate teams. The balance may flex based on business needs, particularly as the store launches and operating processes evolve.

The ideal candidate thrives in a fast-paced, test-and-learn environment and is equally comfortable serving customers on the sales floor and working behind the scenes to keep the store operations and systems running smoothly. They are highly organized, proactive, comfortable with technology and data, and motivated to identify issues, coordinate solutions, and turn new learnings into clear, repeatable processes.

MAJOR DUTIES AND RESPONSIBILITIES

CUSTOMER EXPERIENCE & SALES (~50%)

• Brings the Eyebuydirect brand and values to life and creates a warm, personalized experience for every customer.
• Explores each customer’s needs, style, and priorities and connects them with appropriate eyewear, services, insurance support, and eye exam offerings.
• Demonstrates strong product knowledge and provides personalized frame, lens, and style guidance using the appropriate tools.
• Supports exam booking, insurance verification, pre-test activities, and coordination with the Optometrist or Store Manager as needed.
• Accurately enters customer, prescription, and order information and completes sales transactions in accordance with operational processes and standards.
• Sets clear expectations for order delivery and pickup, supports customers through product pickup, and contributes to store sales, service, and customer experience goals.

STORE OPERATIONS COORDINATION (~50%)

• Acts as the business point of contact for the store manager, covering day-to-day operational and technical issues that are not resolved through standard support channels (escalates as needed)
• Supports corporate operations and collaboration with shared services to build and matintain store operating policies and procedures
• Supports store supplies and facilities maintenance with internal systems, teams, and external vendors (including systems price updates, invoices, payments, service visits, deliveries, and trouble shooting issues)
• Supports back office insurance operations covering providers set up, credentialing, claim filing, etc. in partnership with the insurance cross functional teams
• Business owner for site systems (e.g. POS and EMR) including data set up, validation, maintenance, and user acceptance testing for applicable systems changs
• Maintains an operational issue log; identifies root causes, documents resolutions, and converts recurring issues into clear standard operating procedures or escalation paths.
• Manages store communications and the development of new tools and processes that are implemented by the store team

GENERAL RESPONSIBILITIES

• Serve as the liaison between the store team and back-office teams to ensure store’s operational readiness
• Support daily store operations, including sales, merchandising, training, and troubleshooting

BASIC QUALIFICATIONS

• 1-3 years of retail experience, with previous experience in a supervisory or leadership role preferred.
• High school diploma or equivalent
• Strong customer service and selling skills
• Previous eyecare or optical retail experience
• Experience supporting store operations, including process documentation, reporting, systems, and vendor coordination
• Proficiency in Microsoft Office, including Word and PowerPoint