Job Description

At Pacific Eye Doctors, we've proudly served our community for 39 years, delivering top-quality, patient-centred eye care. Locally owned, family-owned, and women-owned, we value our independence--no corporate office dictates how we care for our patients.

The Pacific Eye Doctors Standard is all about relationships, consistency, and expertise. Many of our doctors and staff have been with us for decades, forming lasting bonds with patients who feel more like family. We invest deeply in training and development, hiring people who genuinely care, and cultivating a warm, positive environment where everyone feels valued.

Unlike online opticals, we provide affordable, full-service care with genuine savings and exceptional quality. Our patients keep coming back because they trust us to put their eye health first--every time.

Our Core Values

Passion - Enthusiasm and dedication to excellence.

Accountability - Own it. No excuses. Be accountable to those you report to and hold your reports accountable.

Resiliency - Stay positive, steady, and adaptable under pressure.

Teamwork - We win as a team, and we fail as a team.

Integrity - Do the right thing--especially when no one's watching (and especially with the Earth).

Position Profile

Job Purpose

The Team Lead, Optical & Lab is responsible for leading, coaching, and developing both the Optical and Lab teams to consistently meet performance standards, deliver exceptional patient experiences, and uphold company policies.

This role ensures the smooth, efficient, and accurate operation of both departments -- overseeing all technical processes, staff performance, product quality, and workflow systems. The Lead fosters a culture of accountability, continuous improvement, and professional growth while maintaining strong vendor relationships and ensuring timely, high-quality product delivery to patients.

Key Responsibilities

Lead, Support & Develop the Team

Provide daily coaching, mentorship, and recognition for Optical and Lab staff. Address performance and behaviour issues early, with clear accountability and follow-up. Encourage collaboration and cross-training between Optical and Lab to strengthen teamwork and redundancy. Conduct 1:1s with team members and Integrator; participate in weekly Level 10 meetings. Uphold HR policies, approve staff eyewear orders, and support staff development through ongoing training and knowledge audits. Conduct annual Professional Development Meetings for Lab staff.

Optimize Operations & Workflow

Oversee daily readiness, open/close procedures, break coverage, and workflow consistency in both departments. Ensure tools, machines, and systems (e.g., Visual-Eyes, lens equipment, paging) function properly. Maintain gallery and lab appearance, organization, and cleanliness. Audit trays, verify outgoing job quality using checklists, and ensure accuracy in orders and prescriptions. Monitor Slack/email channels for urgent items and assist with troubleshooting.

Monitor, Audit & Improve Performance

Review KPIs and reports weekly to assess capture rates, sales per hour, remake ratios, and turnaround times. Identify performance gaps and coach team members toward continuous improvement. Maintain and act on Traction to-dos, issue lists, and departmental rocks. Audit job orders for pricing and discount accuracy, reconciling lens returns monthly. Support and participate in department sales and promotional initiatives.

Ensure Quality Patient Experience

Supervise patient interactions in both Optical and Lab to ensure service excellence. Promote professionalism, empathy, and accuracy in every patient touchpoint. Support the team in resolving product, warranty, or remake concerns promptly and professionally. Reinforce the PED Standard through consistent communication and process adherence.

Maintain Accuracy, Compliance & Vendor Relations

Oversee financial and transactional accuracy across both departments. Safeguard against policy workarounds; ensure consistent and compliant use of systems and procedures. Collaborate with lens reps for pricing, service, and contract updates (quarterly). Review and update lens pricing, stock plans, and benefits procedures annually. Oversee stock lens orders and inventory management based on demand. Schedule and oversee annual lab equipment servicing.

Communication, Training & Continuous Development

Maintain clear, proactive communication with team and leadership via Slack and meetings. Coordinate CE opportunities and outside training for team growth. Maintain and update training manuals, technical guides, and promotional resources. Collaborate with leadership to implement new promotions, workflow improvements, and strategic initiatives.

Qualifications

Minimum 3 years of Optical or Lab experience, with leadership or supervisory experience preferred. Strong technical knowledge of optical products, lens fabrication, and lab processes. Proven ability to lead, coach, and inspire a team toward consistent performance and accountability. Excellent organizational, communication, and problem-solving skills. High attention to detail with a commitment to accuracy, compliance, and patient care. Familiarity with Visual-Eyes software is an asset.

Why Join Pacific Eye Doctors

Join a passionate, values-driven team that treats each other like family. Competitive compensation and benefits package. Continuous training and professional development opportunities. A culture that celebrates excellence, collaboration, and growth. Be part of a respected local clinic with a 39-year legacy of community care.
Expected wage range:

$28-$32

Job Types: Full-time, Permanent

Pay: $28.00-$32.00 per hour

Expected hours: 32 - 40 per week

Benefits:

Company events Dental care Extended health care Life insurance On-site parking Paid time off Store discount Vision care
Application question(s):

Have you received at least two doses of the COVID-19 vaccine, and would you be willing to provide proof if requested as part of our workplace safety protocols?
Experience:

Optical: 3 years (required)
Work Location: In person