GlassesUSA.com - part of the Optimax Eyewear group - has rapidly grown into a leading direct-to-consumer online eyewear retailer in the U.S. With the largest selection of styles and brands, we make it easy for everyone to find their perfect pair. Our mission is to enrich lives by offering eyewear tailored to individual needs, style preferences, and budgets.
Through innovative technology and AI-driven solutions, GlassesUSA.com is reshaping the eyewear industry and delivering a seamless, personalized shopping experience. We ensure quality, affordability, and efficiency by controlling the full supply chain, from product design and manufacturing to optical lens production and digital experience.
Our Customer Experience team is looking for an experienced & driven CX Technical Project Manager. This position will report to the VP of Customer Experience.
What You’ll Do:
- Own, manage, and optimize the CX tech stack, tools, and platforms.
- Build, improve, and maintain CX workflows, processes, and SOPs.
- Monitor operational backlogs, bugs, and ongoing technical tasks.
- Design and implement tools to improve CX speed, quality, and efficiency.
- Maintain dashboards, reports, and performance analytics to support business decisions.
- Lead A/B testing initiatives across all support channels and deliver insights to leadership.
- Manage onboarding/offboarding of CX systems and ensure smooth platform operations.
- Handle DSR processes, vendor invoices, and operational tracking.
- Analyze CX performance, forecasting, and interaction volumes across channels.
- Maintain IVR systems and support global support-site operations.
- Collaborate with Product and leadership teams on CX roadmap initiatives.
- Continuously identify and remove operational bottlenecks to improve customer experience.
What do you need to have?
- 1+ year of SQL experience – Must.
- Experience with CRM systems (Zendesk advantage).
- Experience with JavaScript and Tableau.
- Strong analytical and technical skills.
- Excellent English communication skills.
- Proactive, organized, and multitasking mindset.
- Strong interpersonal and problem-solving skills.
Role located in Ramat HaChayal, Tel Aviv.
Skills Required
- 1+ year of SQL experience
- Experience with CRM systems
- Experience with JavaScript and Tableau
- Strong analytical and technical skills
- Excellent English communication skills
- Proactive, organized, and multitasking mindset
- Strong interpersonal and problem-solving skills
What We Do
Disrupting the global eyewear industry, GlassesUSA.com is the fastest growing, leading online eyewear retailer. On a mission to change the way consumers purchase eyewear, we offer high-quality prescription eyewear at affordable prices. Established in 2008 as a subsidiary of Optimax Investments, GlassesUSA.com has been recognized by Internet Retailer as a category leader and as a “Top-500 E-Retailer” six years in a row, and has been recognized Best Online Shops 2021 by Newsweek. GlassesUSA.com houses a selection of over 9,000 frames by top designer brands including Ray-Ban, Oakley, Gucci, Armani, Muse, and more. Our state-of-the-art optical labs produce millions of the highest quality lenses for all our customer’s needs, from single vision to multifocals, progressives, sunglasses, sports, kids, blue light protection, smart audio glasses and more. We also carry an extensive variety of contact lens brands. Optimax was founded by Daniel Rothman (CEO), Eldad Rothman (COO) and Roy Yamner (CTO). Alongside its primary DTC operation, GlassesUSA.com, Optimax also owns and operates United Vision Plan (UVP), a B2B platform that is disrupting the traditional vision benefit market by providing innovative online vision benefit plans with substantial savings to both employers and participants. As well as partnering with major healthcare and vision providers to enable online access to benefits for their participants. To date, GlassesUSA.com has raised $95 million in fundings, with shareholders including Viola Growth and Tene Investment Fund.
