Support Services Manager at IDOC LLC

Description

About the Company

Three Rivers Optical, based out of Pittsburgh, PA, has a 50+ year history as a leading independent optical laboratory serving its customers across the country with exceptional service and quality. Three Rivers Optical produces lenses for the top manufacturers, as well as its own private label, in a full-service laboratory.

Since 1969, Three Rivers Optical has operated a fully integrated optical lab, providing consulting services to ophthalmologists, optometrists, and opticians through dedicated customer service, sales, and technology teams. Our leading technical expertise and manufacturing capabilities make us a leader in the industry, serving the independent optometric practice.

Role Summary

The Customer Experience & Operations Manager is responsible for leading and coordinating key operational departments—including Customer Service, Data Entry, Inventory, Shipping, and IT—to ensure efficient workflow, high-quality output, and exceptional customer satisfaction. This role manages a team of department supervisors and plays a critical role in cross-functional collaboration, continuous improvement, and aligning daily operations with company goals in a fast-paced optical lens manufacturing environment.

Requirements

• Bachelor’s degree in Business, Operations Management, or related field preferred.
• 5+ years of experience in operations, customer service, or production environment.
• 2+ years of supervisory or managerial experience with direct reports.
• Experience in optical manufacturing, lab operations, or healthcare products preferred.
• Strong understanding of ERP and order management systems.
• Proven leadership, communication, and cross-functional collaboration skills.
• Ability to thrive in a fast-paced, detail-driven environment.
• Flexible, proactive, resourceful, and efficient while maintaining professionalism always.
• Strong computer proficiency and comfort using several software and web-based applications. 
• Committed to collaboration and teamwork.
• Ability to thrive in a dynamic environment.

Responsibilities

Customer Experience:

• Ensure exceptional service standards are met through responsive, knowledgeable, and accurate support.
• Develop and track key customer satisfaction metrics (e.g., turnaround time, issue resolution rate).
• Collaborate with the production team to resolve service and delivery issues promptly.
• Champion a customer-first mindset across all support teams.

Operational Oversight:

• Supervise departmental supervisors responsible for data entry, shipping, inventory control, and IT.
• Monitor workflow, workload balancing, and resource planning to ensure daily objectives are met.
• Identify and implement process improvements to increase efficiency and reduce errors.
• Coordinate with IT to ensure business systems (ERP, CRM, lab management software) support operational needs.

Inventory & Shipping:

• Oversee inventory accuracy and material availability for order fulfillment.
• Ensure timely and accurate shipping of finished lenses and materials.
• Collaborate with supply chain and purchasing to forecast and plan inventory needs.

Team Leadership:

• Manage, coach, and develop departmental supervisors and their teams.
• Conduct regular performance reviews and provide continuous feedback and development.
• Promote a culture of accountability, teamwork, and continuous improvement.

Reporting & Compliance:

• Track and report KPIs related to service levels, productivity, error rates, and on-time delivery.
• Ensure compliance with company policies, quality standards, and industry regulations.
• Support audits, system upgrades, and operational initiatives as needed.

Working Environment

• Work is performed primarily in an optical laboratory setting.
• Ability to work in a fast-paced and dynamic production environment.
• May be working primarily with small manual tools (screwdriver, pliers, etc.), lenses and automated laboratory equipment.
• Highly collaborative working environment.

Non-Exclusive

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.

EEOC + Non-discrimination Statement 

Three Rivers Optical is an equal opportunity employer, committed to providing a workplace free from discrimination. We value the diverse backgrounds and perspectives of our employees and applicants, and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, or any other protected status under applicable laws. 

The employee must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.