Job Description

Job Title: Program Manager - Vision Excellence Team
Location: Gurugram
Department: Vision Excellence
Position Type: Full-Time, Leadership Role
About Lenskart
Lenskart.com is India's leading eyewear brand, committed to delivering world-class customer experiences and pioneering eyewear innovations. With 1900+ stores across India and a rapidly expanding global footprint, we are reshaping how people perceive and purchase eyewear.
The Vision Excellence Team plays a pivotal role in driving operational excellence, quality assurance, and innovation in our vision care services. We are looking for a Program Manager to join this team, working on high-impact projects that improve processes, elevate quality, and enhance customer experience.
Role Overview
The Program Manager - Vision Excellence will be responsible for planning, executing, and managing strategic projects that improve vision care operations across the business. This includes designing and implementing innovative processes, developing robust reporting frameworks, setting and monitoring KPIs, and ensuring that quality standards are consistently maintained across all stores and service points.
This is a cross-functional role requiring strong collaboration with operations, product, technology, training, and quality teams to ensure alignment with organizational goals.
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.

Skills Required