Customer Care Manager

General Function

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

Major Duties and Responsibilities

• Customer Escalation

  • Serve as the escalation point for complex, high-priority customer issues; determine case next steps
  • Communicate directly with customers to provide updates & resolutions
  • Maintain accurate documentation of escalations, resolutions & follow-up actions in CRM systems
  • Own end-to-end case management to ensure timely resolution & adherence to service standards

• Lab & Production Coordination

  • Investigate delayed or problematic orders on production floor
  • Identify root causes of late or stalled jobs; take action as needed
  • Partner with cross-functional teams (Pricing, Finance, Sales, Account Setup, etc.) to resolve issues
  • Collaborate with lab teams to ensure accurate & timely resolution

• Production Workflow Monitoring & Reporting

  • Maintain daily reporting on escalated jobs
  • Track progress of escalated orders & communicate risks or delays proactively
  • Participate in daily production meetings to highlight priorities & support resolution

• Customer Experience & Process Improvement

  • Act as the voice of the customer by identifying recurring issues & advocating for workflow or quality improvements
  • Contribute to root-cause analysis through accurate data capture & follow-up
  • Support continuous improvement focused on work simplification, cost reduction & service effectiveness
  • Maintain close partnership with lab GM on customer experience issues & resolutions

• Customer Service Support

  • Perform customer service activities related to escalated orders
  • Educate customers on product options, ordering processes & policies to resolve issues

• Team Leadership

  • Manage a team of Customer Care Agents
  • Assign tasks, set priorities & monitor daily activities
  • Track KPIs for team performance

Basic Qualifications

• 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 & telephony systems experience
• Excellent communication skills & customer-centric mindset

Total Rewards

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.