Job Details

Customer Care Manager

We are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. We offer our industry stakeholders in over 150 countries access to a global platform of high-quality vision care products. Join our global community of over 200,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry.

The Customer Care Manager owns the customer experience within lab operations and is the escalation point for complex customer issues. This role bridges customer service and lab operations to resolve technical issues, expedite delayed orders, and ensure efficient, accurate production flow. The role requires strong product and lab workflow expertise, problem-solving, and the ability to identify root causes of production delays or errors, playing a critical role in protecting customer satisfaction and driving continuous improvement.

Major duties and responsibilities include:

• Serve as the escalation point for complex, high-priority customer issues; determine case next steps
• Communicate directly with customers to provide updates and resolutions
• Maintain accurate documentation of escalations, resolutions, and follow-up actions in CRM systems
• Investigate delayed or problematic orders on the production floor
• Identify root causes of late or stalled jobs; take action as needed
• Maintain daily reporting on escalated jobs
• Act as the voice of the customer by identifying recurring issues and advocating for workflow or quality improvements
• Perform customer service activities related to escalated orders
• Manage a team of Customer Care Agents

Basic qualifications include:

• Bachelor's degree in Business Administration or related field
• 6+ years of customer service or call center experience
• 4+ years of optical experience (customer service, lab operations, or related)
• 2+ years of people management experience
• Strong understanding of lab workflows
• CRM platforms and telephony systems experience
• Excellent communication skills and customer-centric mindset

This posting is for an existing vacancy within our business. Employee pay is determined by multiple factors, including geography, experience, qualifications, skills, and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first-class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts.

EssilorLuxottica complies with all applicable laws related to the application and hiring process. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law. Native Americans in the US receive preference in accordance with Tribal Law.