Job Details

GENERAL FUNCTIONThe 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 skills, and the ability to identify root causes of production delays or errors, playing a critical role in protecting customer satisfaction and driving continuous improvement.This role may also lead a team, depending on lab volume, focused on day-to-day execution of escalated customer issues.MAJOR DUTIES AND RESPONSIBILITIESCustomer EscalationServe as the escalation point for complex, high-priority customer issues; determine case next stepsCommunicate directly with customers to provide updates and resolutionsMaintain accurate documentation of escalations, resolutions and follow-up actions in CRM systemsOwn end-to-end case management to ensure timely resolution and adherence to service standardsLab & Production CoordinationInvestigate delayed or problematic orders on the production floorIdentify root causes of late or stalled jobs; take action as neededPartner with cross‑functional teams (Pricing, Finance, Sales, Account Setup, etc.) to resolve issuesCollaborate with lab teams to ensure accurate and timely resolutionProduction Workflow Monitoring & ReportingMaintain daily reporting on escalated jobsTrack progress of escalated orders and communicate risks or delays proactivelyParticipate in daily production meetings to highlight priorities and support resolutionCustomer Experience & Process ImprovementAct as the voice of the customer by identifying recurring issues and advocating for workflow or quality improvementsContribute to root‑cause analysis through accurate data capture and follow-upSupport continuous improvement focused on work simplification, cost reduction and service effectivenessMaintain close partnership with lab GM on customer experience issues and resolutionsCustomer Service SupportPerform customer service activities related to escalated ordersEducate customers on product options, ordering processes and policies to resolve issuesTeam LeadershipManage a team of Customer Care AgentsAssign tasks, set priorities and monitor daily activitiesTrack KPIs for team performanceBASIC QUALIFICATIONSBachelor's degree in Business Administration or related field6+ years of customer service or call center experience4+ years of optical experience (customer service, lab operations or related)2+ years of people management experienceStrong understanding of lab workflowsCRM platforms and telephony systems experienceExcellent communication skills and customer‑centric mindsetEmployee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. 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. If you would like to provide feedback regarding an active job posting, or if you are an individual with a disability who would like to request a reasonable accommodation, please call the EssilorLuxottica SpeakUp Hotline at 844-303-0229 (be sure to provide your name, job id number, and contact information so that we may follow up in a timely manner) or email HRCompliance@luxotticaretail.com.Equal Opportunity EmployerWe 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 U.S. receive preference in accordance with Tribal Law.#J-18808-Ljbffr