Support Services Manager

Job Description

Job Description

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 :

Operational Oversight :

Inventory & Shipping :

Team Leadership :

Reporting & Compliance :

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.