1-800 CONTACTS

Product Manager

• Lead, mentor, and develop a team of Product Managers (Associate through Principal), fostering a culture of excellence, accountability, and continuous improvement
• Define and execute the product vision and strategy for horizontal technology platforms that serve all three business lines, ensuring alignment with overall business objectives
• Partner with engineering leadership to continue the AI to prioritize and deliver high-impact initiatives
• Drive cross-functional collaboration across multiple business units to identify shared needs, eliminate redundancies, and create scalable, enterprise-grade solutions
• Build upon product management best practices, frameworks, and processes that enable the team to operate effectively
• Apply AI capabilities to the product management best practices to create scale and leverage across the team
• Own the product roadmap for horizontal technology initiatives, balancing competing priorities and stakeholder needs across the organization
• Build strong relationships with executive leadership and key stakeholders to influence strategic decisions and secure resources for critical initiatives
• Champion data-driven decision making by establishing metrics, KPIs, and success criteria for horizontal technology products and platforms
• Navigate complex technical and organizational challenges while maintaining focus on customer impact and business value
• Represent the product organization in cross-functional leadership forums and contribute to broader organizational strategy

Director of Product Management

Sales

• Answer incoming chats (up to 3 at a time)
• Consult customers on enhancing the value of their contact lens purchase
• Proactively communicate and engage with your manager and team members to be successful in a virtual work environment, including but not limited to; one-on-one meetings, team meetings, and team chats
• Provide top notch customer service in a fast-paced, dynamic environment
• Identify and resolve problems in a way that creates a positive customer experience, with empowerment to make decisions in the moment
• Maintain high performance metrics including revenue per call, quality, availability, and dependability
• Live our company values: Big Hearted, Unconventional, Tenacious, Better Together

Digital Sales and Service Representative

Marketing Operations

• Lead and Develop the Team: Manage and mentor a team of marketing operations specialists, setting clear goals, providing feedback, and fostering professional growth.
• Oversee Campaign Execution: Ensure seamless configuration, quality review, deployment, and accurate reporting and monitoring of automated marketing campaigns across channels.
• Optimize Processes and Governance: Reinforce best practices, documentation, and operational standards for campaign execution.
• Collaborate Across Teams: Partner closely with Creative and Marketing teams to translate strategy into executable plans, ensuring campaigns and promotions are delivered on time, on brand, and with the operational rigor needed to scale efficiently.
• Platform Optimization: Work with the Systems Administrators to improve system performance, data hygiene, integration, and automation logic.
• Strategic Prioritization: Serve as the point of escalation for the marketing operations backlog, ensuring alignment with business goals and stakeholder priorities.
• Performance Measurement: Deliver regular reporting and insights on operational metrics, and team productivity.
• Continuous Improvement: Foster a culture of experimentation and growth mindset.
• Communication and Alignment: Translate complex technical or process concepts into clear business value for stakeholders at all levels.

Marketing Operations Manager

Manager

• Partner with channel managers (YouTube, Paid Social, and other reach channels) to translate performance insights into optimization and investment recommendations.
• Collaborate on measurement strategy across upper and mid-funnel channels, translating incrementality, lift, and MMM insights into clear channel and budget recommendations.
• Dive deep into reach channel performance data to surface actionable insights and performance drivers across acquisition, account creation, and downstream revenue.
• Maintain and update budget tracking documents based on incremental performance, customer quality, and long-term growth signals, while partnering with the Director of Performance and measurement partners to recommend investment shifts.
• Partner with analytics, finance, and data science teams to ensure reach investments are accurately represented in forecasting, MMM, and planning models.
• Support annual planning, forecasting, and full-funnel investment allocation decisions.
• Help build cross-channel testing frameworks that balance short-term efficiency with long-term demand creation.
• Partner with pricing and promotions teams to test and evaluate promotional strategies that drive efficient new customer acquisition and incremental order growth.
• Contribute to achieving annual new customer target through insight generation and performance optimization recommendations.
• Support improvement in cost per new customer that lead to customer growth and conversion efficiency.

Senior Media Performance Manager

Growth Marketing

• Lead the end-to-end execution of new, performance-oriented offline and emerging growth activations.
• Partner with Brand and Analytics to align creative and evaluate results.
• Design and document roadmap for launching, evaluating, and scaling new growth opportunities.
• Lead test-and-learn initiatives, turning experiments into clear case studies and recommendations for broader rollout.
• Own and evolve the affiliate channel, focusing on incremental growth, not just capturing existing demand.
• Manage and challenge our affiliate agency, setting expectations, evaluating performance, and improving efficiency and impact.
• Develop frameworks to assess when affiliate acts as a growth lever vs. a promotional tool and recommend the right strategy accordingly.
• Partner with pricing, analytics, and marketing to support and evaluate specific growth initiatives and promotional opportunities.
• Contribute insights and recommendations to broader promotional strategy based on learnings from tests and new channel initiatives.
• Continuously test hypotheses, identify trends, and refine our approach to finding the next growth opportunity.

Channel Growth Manager

Digital Marketing

• Assist in building, scheduling, and launching cross-channel journeys, including email, SMS, Push, etc.
• Support lifecycle and promotional campaigns (welcome flows, re-engagement, retention, offers, etc.)
• Collaborate cross-functionally with creative, design, technical, and operational teams to prepare campaign assets.
• Proofread and QA campaign content to ensure accuracy, brand consistency, and compliance.
• Improve engagement and retention by using customer behavioral signals like abandon events or prescription upload.
• Data analysis and reporting – prepare basic performance reports to share with the team.
• Stay up to date with email and SMS marketing best practices and trends.

CRM Digital Marketing Associate

Customer Retention Specialist

• Process automated outbound calls to existing customers about upcoming expiring prescriptions and reorder reminders
• Consult customers on the best value for their contact lens purchases on each call
• Support customers through other platforms when business needs arise, including, but not limited to outbound support calls, inbound calls, chat, mms, and emails. (Training will be provided where needed)
• Identify and resolve concerns in a way that creates a positive customer experience
• Maintain high performance metrics including revenue per call (again, sales), quality, availability, and timeliness metrics
• Be able to problem solve and think fast keeping the customer and company in mind
• Abide by 1-800 Contacts policies and procedures as identified and amended from time to time
• Live the company values: Big Hearted, Unconventional, Tenacious, Better Together
• Perform other duties as assigned by leadership

Data Analyst

• Support A/B tests and experiments across CRM campaigns
• Work closely with CRM analysts, marketers, and data teams to understand business questions and analytical approaches
• Participate in team discussions to learn best practices in CRM analytics, experimentation, and customer lifecycle analysis
• Analyze test results and clearly communicate actionable insights to both technical and non-technical stakeholders
• Write and modify SQL queries to extract and analyze data from large datasets
• Use Databricks to explore, transform, and analyze data at scale
• Apply Python (as appropriate) for analysis, data cleaning, or basic modeling
• Help validate data accuracy and consistency across multiple sources

CRM Data Analyst Intern

Learning and Development

• Design, implement, and maintain training programs for new hire onboarding, product knowledge, sales performance, quality initiatives, compliance, and ongoing call center development.
• Conduct needs analyses to identify skill gaps and training priorities aligned to call center KPIs and business objectives.
• Develop engaging, modern learning content using adult learning and instructional design best practices.
• Measure training effectiveness through assessments, certifications, and performance insights, and provide recommendations to leadership.
• Lead the delivery of all call center training initiatives to ensure employee readiness and performance.
• Partner with Operations, HR, Recruiting, Marketing, IT and cross-functional teams to align training with current and future initiatives.
• Monitor operational metrics and proactively recommend training-based interventions to improve results.
• Own the call center communication strategy, ensuring clear, accurate, and timely messaging. Assess the effectiveness of communication strategies.
• Serve as the strategic owner and administrator of the LMS (Docebo) for operations, overseeing content governance, reporting, and user experience.
• Partner with teams to expand digital learning, ensure compliance tracking, and leverage new LMS capabilities.
• Lead, coach, and develop a team of trainers, fostering a culture of quality and continuous improvement.

Manager, Learning and Development

Performance Marketing

• Assist in managing and monitoring paid social campaigns across platforms such as Facebook, Instagram, TikTok, Snapchat, Pinterest, Reddit, and YouTube.
• Support the Social team by helping track campaign performance on a daily, weekly, and monthly basis, and contributing to performance summaries and observations.
• Help gather and analyze performance data to identify trends, insights, and areas for improvement, with guidance from senior team members.
• Learn how to apply data-driven thinking to campaign planning and optimization, including testing different variables and understanding budget efficiency.
• Assist with preparing reports on campaign performance, key metrics, and optimization efforts for internal review.
• Work closely with the creative team to help organize creative briefs, support campaign launches, and track how creative performs across channels.
• Support ongoing creative testing efforts by helping document results, learn from performance patterns, and share insights with the team.
• Collaborate with creative, content, and analytics teammates to help ensure campaigns are aligned and executed smoothly.
• Stay curious and engaged with paid social trends, platform updates, and new tools, using this role as an opportunity to learn and grow in the digital marketing space.