Asst. Lead, Program Experience

Job Description

VisionSpring, a US-based social enterprise that accelerates the use of eyeglasses, is seeking a dynamic and mission-driven Assistant Lead, Program Experience & Quality, to support the design and delivery of high-quality, data-driven and customer-centered services for VisionSpring's Bangladesh programs, with a focus on the Clear Vision Workplaces (CVW) program. The Assistant Lead, Program Experience & Quality will collaborate closely with Vision Champions (Factory Representative Group), program staff, and cross-functional teams to build capacity, uphold quality standards, and ensure smooth, data-informed program operations.

This role is responsible for cultivating strong customer relationships that drive retention and loyalty, while also securing support from key stakeholders across government, corporate, labor, and sustainable sourcing sectors. The position plays a critical role in developing a sustainable and scalable approach to customer experience and service quality by implementing feedback-driven process improvements, standardizing training programs and supporting the adoption of digital tools.

While not a tech-focused role, it emphasizes operational quality assurance, field-level data collection, training delivery, and creative problem-solving in on-the-ground program execution. The position based in Dhaka, Bangladesh, reporting to the Program Manager. This is a full-time, contract-based position for a duration of two (2) years.

ABOUT YOU

• You are committed to delivering high-quality programs and improving customer satisfaction through data-informed decisions.
• Skilled in continuous process improvement, client retention, and service excellence. Comfortable navigating dynamic, fast-paced environments that value innovation and learning.
• Familiar with customer success metrics such as retention, engagement, adoption, and feedback.
• Center your work around user experience, value delivery, and actionable insights. Experienced in scaling local practices into standardized models that ensure consistent quality across regions.
• Lead by example—demonstrating accountability, openness, and a hands-on approach when needed.

ABOUT US
 

• VisionSpring increases lifelong earning, learning, safety, and well-being through eyeglasses for people vulnerable to poverty. We believe in the wonder of clear vision for everybody.
• We sell and deliver radically affordable optical products and services and develop markets for eyeglasses—a 700-year-old technology that has failed to reach 1 billion people in need of vision correction, most of whom live on less than $4 a day.
• We serve low-income consumers, not as beneficiaries but as customers. Our customers expect quality, affordable products and eyecare services, and will spend limited discretionary income for the immediate and tangible benefits of vision correction.
• As a social enterprise, we are purpose first. We blend philanthropic and earned revenue, draw on non-profit and business practices, and use sales and efficiency metrics and social impact measures to bring vision correction to ever more people.
• We catalyze collaborative action in an expansive, multisector partner network and use our evidence and experience to influence systems change and close the global clear vision gap.
• We believe in scaling our impact, not our organization. We are a lean team of doers.
• Our big goal: Everyone who needs eyeglasses will have them by 2050.

Job Requirements

• Bachelor's or Master's degree in Public Health, Statistics, Social Science, Development Studies, or a related field from a recognized university.
• 4–5 years of relevant experience; background in social development, poverty alleviation, communications, customer service, or key account management is a plus.
• Strong written and verbal communication skills in both English and Bengali.
• Excellent presentation and report writing abilities.
• Willingness to travel extensively (up to 70%) across Bangladesh, including via public transport.
• Experience in the garment, textile, or manufacturing sector is preferred.
• Highly organized, detail-oriented, and able to manage deadlines under pressure.
• Strong ethical standards, integrity, and discretion in handling confidential information.

Job Responsibilities

Program Quality & Strategy

• Support the design and implementation of user-centered quality strategies, policies, SOPs, and processes aligned with organizational goals.
• Collaborate with the MERL team to monitor program quality and user experience.

Customer Satisfaction and Client Engagement

• Maintain strong client relationships, address service concerns (e.g., TAT, product, compliance), and ensure high customer satisfaction.
• Train and support Vision Champions in service delivery and order fulfillment.
• Build a Program Community of Practice through events, communication, and knowledge sharing.

Data Collection and Report Writing

• Oversee data system implementation at vision camps; provide training and troubleshooting support.
• Collect and input customer data, stories, and survey responses to assess satisfaction and service barriers.
• Conduct quality checks on vision accuracy and draft field reports for stakeholders.
• Maintain accurate Vision Champion records in the system.

Account Retention & Stakeholder Engagement

• Promote long-term partnerships by showcasing VisionSpring's impact and securing multi-year contracts.
• Encourage clients to share program outcomes with internal and external stakeholders.
• Coordinate with Marketing to amplify client impact stories.

Standardization & Process Improvement 

• Develop and implement SOPs and quality controls across regions and partners.
• Monitor user feedback and service delivery to identify improvement opportunities.
• Pilot new tools, technologies, and materials with a focus on quality assurance.
• Ensure referral pathways are in place and quality-checked.

Quality Assurance

• Verify a sample of prescriptions and standardize outreach processes.

• Track and improve satisfaction metrics (e.g., NPS, participant feedback).

• Ensure timely delivery of prescription glasses and oversee digital data capture protocols.

Capacity building and support

• Train and support program teams on quality tools and processes.
• Foster a culture of quality and continuous improvement.
• Contribute to knowledge management and internal learning initiatives.

Job Benefits
COMPENSATION
 

• Based on experience and qualification.
• We offer comprehensive benefits, including 2 festival bonuses, health insurance, and mobile allowance.
• Expenses related to work travel covered.

TO APPLY

• We want to know more than just what you have done. We want to know who you are. What are the passions and talents that draw you to this role?
• Please submit an application, including a thoughtful cover letter and your CV/résumé. Please briefly describe each company or organization on your CV/résumé.
• Please note, only candidates to be interviewed will be contacted.
• Evaluation of qualified candidates may include an assessment exercise, which will be followed by a competency-based interview.
• We are an Equal Opportunity Employer.

At VisionSpring, diversity, equity, and inclusion are directly aligned with our core value to advance equity. Our mission is predicated on removing a fundamental barrier to full economic and social participation—uncorrected blurry vision. The values that underpin our mission energize our commitment to a diverse and inclusive team. A diverse team also allows VisionSpring to approach problems with nuance and develop unique insights that drive an outsized positive impact in the world. We actively recruit, develop, and retain talented people from diverse backgrounds and support everyone in being exactly who they are. VisionSpring is an equal opportunity employer and welcomes people from all experiences, abilities, and perspectives to apply.