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Senior Director Client Support

Date:  Sep 8, 2022
Brand:  EyeMed Vision Care

Mason, OH, US, 45040

Requisition ID: 752101 
Total Rewards: Benefits/Incentive Information


There’s more to EyeMed than meets the eye. EyeMed is the fastest growing managed vision benefits company in the country with consistent double-digit membership growth! Through our commitment to innovation, we’re reimagining the way employers and their employees think about vision care. We want them to see life to the fullest and experience more of what’s best, not more of the same.  And if what’s best hasn’t been done yet, it’s our exceptional and passionate employees driving this change. But, our passion for vision isn’t just about vision insurance benefits. Our employees are proud to support and participate in life-altering global and local missions through our partnership with OneSight, a leading not-for-profit organization with a 100% focus on eradicating the world’s vision crisis.


Your family says a lot about who you are. EyeMed is a key member of the Luxottica family of companies, global leaders in the design, manufacture and distribution of fashion, luxury and sports eyewear.  In North America, Luxottica is the home to global brands Ray-Ban, Oakley and many top fashion house brands.  Our leading retail brands include LensCrafters, Sunglass Hut, Pearle Vision, and Target Optical.


If you’re passionate about driving innovation and change and interested in a career in the optical and insurance industry, EyeMed wants to start the conversation and help provide you a growth-focused opportunity with America’s fastest growing vision benefits company.


The Sr. Director, Client Service Operations reports directly to the SVP–Sales and Account Management as a member of the EyeMed Sales Leadership Team. The Sr. Director is responsible for the overall productivity and effectiveness of the sales service teams and works closely with internal stakeholders. The Sr. Director will be responsible for functions that support field sales, reseller partners, and account management. This includes requests for strategic sales proposals (RFP), coordination and support for new business quotes, and the service model that supports clients and brokers. The Sr. Director also serves as a liaison to ensure sales and service operational functions are coordinated with required compliance oversight.



  • Provides senior leadership, oversight and transformative efforts to the overall client service function
  • Leads planning and execution of the client service model supported by teams of Account Coordinators providing direct customer service to clients and brokers. Business owner for client service tools (e.g. client portal).
  • Oversees team of Business Coordinators managing new business quotes and lead generation for sales teams
  • Oversees Proposal team managing formal Requests for Proposals for sales teams and Account Managers
  • Responsible for the development of processes & systems, staffing & talent development, seasonal readiness, and reporting & analysis required to support the client service model
  • Communicates issues to business leaders and works to ensure overall client and member satisfaction
  • Leads and directs policy, process, and compliance to ensure client KPIs are monitored and successfully achieved
  • Evaluates results of client service functions, develops improvement plans and corrective action where necessary to achieve optimum operating results
  • Directs the development and implementation of procedures and controls to promote communication / information flow, support business objectives and successful execution
  • Works with executive team to determine funding priorities and resource allocation decisions. Oversees departmental budget and allocation of funds. Achieves budgetary goals through implementation of fiscal plans, cost-effective operational systems, resource allocation, and investment.
  • Directs the development of goals based on business environment, business goals and growth objectives, and realigns as necessary according to environmental or market changes
  • Directs and oversees implementation of significant changes and new initiatives



  • Bachelor’s degree
  • 12+ years experience in strategy, sales, operations, program management or related field
  • Management experience with success developing high performing teams
  • Excellent organizational and project management skills, with the ability to achieve strategic objectives and manage a budget
  • Ability to work effectively and build relationships with diverse groups of people at all levels



  • Master’s Degree
  • 10+ years leadership experience in insurance, healthcare, or related field
  • Experience leading transformational change and growth
  • Understanding of healthcare industry, healthcare plans, regulatory environment
  • Experience with external client relationships
  • Excellent written, oral, and presentation skills

Upon request and consistent with applicable laws, Luxottica will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process.  To request a reasonable accommodation, please call the Luxottica Ethics Compliance Hotline at 1-888-887-3348 (be sure to provide your name and contact information so that we may follow up in a timely manner). 

We are an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law.  Native Americans receive preference in accordance with Tribal Law.

Nearest Major Market: Cincinnati

Job Segment: Program Manager, Retail Sales, Manager, Management, Retail

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