Success Center Assistant Manager

At Dr. Tavel, we have been family-owned for over 80 years, providing outstanding eye exams, glasses, and contacts at our 24 Indiana locations. Our team is collaborative, fast-paced, and focused on delivering a SPEC-tacular patient experience to help Hoosiers see better, look better, and feel better.

Our Customer Success Center, based in Indianapolis, IN, is an extension of our office staff, ensuring exceptional service for our patients. If you are a motivated leader looking for long-term career growth, we want to hear from you!

The Assistant Success Center Manager is responsible for leading and developing our Customer Success Center team while ensuring smooth daily operations. This role focuses on coaching agents, monitoring performance, handling escalated customer interactions, and helping to drive efficiency and team engagement. The ideal candidate will have strong leadership skills, a passion for customer service, and a desire to foster a positive and productive team culture. This position will allow for a hybrid schedule with pay starting at $23.50/hr.

Responsibilities

• Supervise and support Success Center team members, ensuring efficiency and high-quality service.
• Recruit, train, and coach new team members to drive performance and engagement.
• Monitor and evaluate agent calls, chats, and casework, providing feedback and quality assurance.
• Handle escalated customer service calls and resolve complex issues professionally.
• Assign workloads, track key performance metrics, and report management insights.
• Collaborate with the team to improve processes.
  
  

Qualifications

• Previous management experience is required, preferably leading a team of 4-6 employees.
• Strong leadership, problem-solving, and decision-making skills in a fast-paced environment.
• Ability to multitask, including listening, documenting, and navigating multiple screens.
• Excellent verbal and written communication skills.
• Optical experience is a plus but not required.
• Availability to work business hours, including some Saturdays.
• Bilingual in Spanish, Burmese, or French Creole is a plus.
  
  

Benefits

• Competitive pay with additional bilingual pay.
• Paid Time Off & Company Holidays.
• 401(k) Retirement Plan.
• Vision perks – free eye exams and glasses, plus family discounts.
• Health, Rx, and Dental Insurance.
• 100% Paid Pregnancy & Parental Leave.
• Company-Paid Life Insurance.
  
  

Why Join us?

This is an exciting opportunity to grow your career in a leadership role while making a real impact on our Customer Success Center. If you’re a strong leader with a passion for service excellence and team development, we’d love to have you on our team!

Apply today and help us build a stronger, customer-focused team!