Sandy Gilsenan is Warby Parker’s Chief Retail and Customer Experience Officer, overseeing retail operations, customer service, and eye care and vision services.
Prior to joining Warby Parker in 2018, Sandy was the SVP North America for Sweaty Betty USA, where she managed the company’s wholesale program and all U.S. store locations. Before Sweaty Betty, Sandy spent 14 years at J.Crew where her last role was Vice President of Store Operations for J.Crew Retail, J.Crew Factory, and Madewell; before that she was the Regional Vice President for J.Crew Northeast and Canada.
Born and raised in San Francisco, she attended San Francisco State University and studied English. During college, Sandy started her retail career at The Gap as a sales associate. Over her five years at Gap Inc., she held multiple store and corporate operations roles for both Banana Republic and Old Navy before moving to Nordstrom and then J.Crew.
Tuesday, August 11
9:00 AM Main Stage: Keynote Fireside Chat: Scaling Without Friction: How Warby Parker Is Reimagining Retail Through Customer-Led Innovation
Sixteen years after helping redefine the eyewear industry as a direct-to-consumer pioneer, Warby Parker continues to grow by staying focused on one simple principle: remove friction wherever it exists. Whether it's making vision care more accessible, simplifying insurance, building technology that empowers clinicians, or expanding products based on customer demand, every investment starts with understanding what's getting in the customer's—or team's—way. In this session, Sandy Gilsenan will share:
- Why the best growth strategies begin with identifying and eliminating friction—not adding more features.
- How customer and employee feedback directly shapes product innovation, care delivery, and long-term growth.
- How Warby Parker uses AI and proprietary technology to improve operational efficiency while preserving human connection.
Check out the incredible speaker line-up to see who will be joining Sandy.
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