Program Manager

Role Overview

Program Manager Vision Excellence

cross-functional role

Key Responsibilities

1. Reporting & Insights

• Design and implement

  comprehensive reporting systems

  to track key performance metrics across vision care operations.
• Translate data into actionable insights to inform leadership decisions.
• Ensure real-time visibility of performance for relevant stakeholders.
  

2. Process Development & Standardization

• Identify process gaps and design

  standard operating procedures

  to ensure consistent service delivery.
• Lead initiatives to improve operational efficiency and reduce customer pain points.
• Ensure adherence to

  clinical and technical protocols

  across the store network.

3. Driving Quality Parameters

• Define, implement, and monitor

  quality benchmarks

  for vision care services.
• Conduct regular audits and root-cause analysis to address deviations from standards.
• Collaborate with training teams to bridge skill gaps and improve performance outcomes.
  

4. KPI Development & Monitoring

• Establish and maintain

  KPI dashboards

  for tracking business, operational, and quality performance.
• Work with cross-functional teams to ensure KPIs are relevant, measurable, and aligned to business objectives.
• Continuously refine metrics to reflect evolving priorities.
  

5. Innovation & Improvement Initiatives

• Identify and pilot

  new tools, technologies, and methodologies

  to enhance service quality and efficiency.
• Drive adoption of innovations that improve both customer experience and internal workflows.
• Partner with product and tech teams to develop solutions that support operational excellence.
  

Required Qualifications

• Education:

  MBA / B.Tech or equivalent from a reputed institution.

• Experience:

  8+ years in program management, operations, or quality roles—preferably in retail, healthcare, or consumer services.
• Proven track record in

  process improvement, KPI management, and cross-functional project delivery

  .
• Strong understanding of

  operational excellence, service quality management, and data-driven decision-making

  .
• Preferred candidate having black belt
  

Skills & Competencies

• Analytical & Data-Driven:

  Ability to interpret data and convert it into actionable strategies.

• Process Orientation:

  Expertise in designing and implementing efficient operational processes.

• Quality Management:

  Experience in setting, monitoring, and improving quality standards.

• Cross-Functional Leadership:

  Ability to influence without direct authority and work with diverse teams.

• Innovation Mindset:

  Willingness to test, learn, and scale new approaches.

Why Join Lenskart?

• Be part of a

  high-impact Vision Excellence team

  shaping the future of vision care operations.
• Work on strategic initiatives that directly impact

  service quality and customer satisfaction

  .
• Collaborate with top leaders in a

  fast-growing, innovation-driven

  organization.
• Opportunity to implement ideas that set

  industry benchmarks in vision care

  .