Admin Based Senior Service Area Manager
Primary Location Richmond, California
Worker Location Flexible
Job Number 1342384 Date posted 03/21/2025
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Description:
Essential Responsibilities:
This role will oversee all regional projects and initiatives that support the ability of the optical branch locations to deliver excellent services to Kaiser Permanente members. We work to develop and implement training programs which help to improve patient sales and service activities performed by dispensing optician, cashier receptionist, and contact lens fitting personnel in Optical Services branch locations.
Job Summary:
Oversees all regional projects and initiatives that support the ability of the optical branch locations to deliver excellent service to Kaiser Permanente members. Ensures that branch managers and lab supervisors have access to relevant regional information in a shared format. Development and implementation of training programs to improve patient sales and service activities performed by dispensing, cashier receptionist, and contact lens personnel in Optical Services branch locations. Collaborates with Store Based Service Area Managers to ensure consistency in practice development and efficiencies throughout all service areas. May supervise a branch office that includes call center staff, optical dispensers, cashier/receptionists, and contact lens fitters. Typically reports to the NCAL Director of Optical Services Delivery.
Essential Responsibilities:
- Supports Project Management: development and execution of NCAL initiatives, projects and process improvements.
- Responsible for project managing Regional Focus Teams, facilitating the progress of the team and coordinating the deliverables, where applicable.
- Monitors branch compliance and follow up on consistent practice implementation across the region.
- Responsible for the oversight and implementation of programs (policies, procedures, product launches, etc.) that support a consistent model for Vision Essentials branch locations.
- Oversees and directs development and implementation of training programs for branch managers, contact lens fitters, dispenser and cashier/receptionists to develop them for promotions or career changes, and to foster continuous improvement.
- Development, implementation and ongoing maintenance of a program for recruiting great talent as well as consistency in interviewing, hiring, orientation and on-boarding.
- Develop a comprehensive hiring and on-boarding program to support new hires to integrate successfully into their roles. This program encompasses recruiting and identifying a bench of promising new hire candidates, development of consistent interview questions and an interview process for specific roles in optical as well as new hire optical orientation.
- Oversee regional program of service-based rewards and recognition in collaboration with Senior Optical Services Leadership.
- Online optical HR library: create mechanism for shared visibility of relevant regional information. Asssemble an online library of previous HR issues (e.g. IRCA, Grievances, etc.) and additional documents that provide context to support the actions taken. Create a simple, intuitve way to file the information so that it is easy to reference.
- Development, implementation and maintenance of Vision Essentials Policies and Procedures manual.
- Change management: development and execution of NCAL initiatives and projects (e.g., employee incentive program, contact lens programs etc.)
- Oversees regional MPS programs, providing resources for continued improvement and feedback.
- Kaiser Permanente conducts compensation reviews of positions on a routine basis. At any time, Kaiser Permanente reserves the right to reevaluate and change job descriptions, or to change such positions from salaried to hourly pay status. Such changes are generally implemented only after notice is given to affected employees.
Basic Qualifications:
Experience
- Minimum seven (7) years of management experience required.
Education
- Bachelors degree in business administration OR four (4) years of experience in a directly related field.
- High School Diploma or General Education Development (GED) required.
License, Certification, Registration
- N/A
Additional Requirements:
- Knowledge in all phases of retail operations, including the delivery of superior customer service results, revenue generation, personnel oversight, labor relations and/or human resources management.
- Excellent project management skills.
- Demonstrated ability to determine key business issues and develop appropriate action plans from multi-disciplinary perspectives.
- Strong influencing, negotiating, and team building skills.
- Strong strategic and critical thinking ability.
- Talent management skills (recruit, interview, select, develop,etc.).
- Excellent coaching and development skills.
- Demonstrated ability to conduct and interpret quantitative and qualitative analyses.
- Effective leadership and interpersonal skills.
- Excellent verbal and written communication skills, both up and down.
- Must be willing to work in a labor management partnership environment.
Preferred Qualifications:
- Multi-site retail sales, optical or eye care experience preferred.
- ABO Certification preferred.
- Experience with inventory management and visual merchandising preferred.
- Masters degree preferred.
Primary Location: California,Richmond,Richmond MWS Regional Optical Lab
Scheduled Weekly Hours: 40
Shift: Day
Workdays: Mon, Tue, Wed, Thu, Fri
Working Hours Start: 08:30 AM
Working Hours End: 05:00 PM
Job Schedule: Full-time
Job Type: Standard
Worker Location: Flexible
Employee Status: Regular
Employee Group/Union Affiliation: NUE-NCAL-09|NUE|Non Union Employee
Job Level: Manager with Direct Reports
Department: Richmond Optical Lab - Optical Administration - 0206
Pay Range: $120400 - $155760 / year
Kaiser Permanente strives to offer a market competitive total rewards package and is committed to pay equity and transparency. The posted pay range is based on possible base salaries for the role and does not reflect the full value of our total rewards package. Actual base pay determined at offer will be based on labor market data and a candidate's years of relevant work experience, education, certifications, skills, and geographic location.
Travel: Yes, 20 % of the Time
Flexible: Work location is on-site at a KP location, with the flexibility to work from home.
Worker location must align with Kaiser Permanente's Authorized States policy.
At Kaiser Permanente, equity, inclusion and diversity are inextricably linked to our mission, and we aim to make it a part of everything we do. We know that having a diverse and inclusive workforce makes Kaiser Permanente a better place to receive health care, a more supportive partner in our communities we serve, and a more fulfilling place to work. Working at Kaiser Permanente means that you agree to and abide by our commitment to equity and our expectation that we all work together to create an inclusive work environment focused on a sense of belonging and wellbeing.
Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status. Submit Interest
Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status. Submit Interest
