Customer Satisfaction Supervisor

We are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. Our products reach industry stakeholders in over 150 countries, offering high-quality vision care under brands like Essilor (Varilux, Crizal, Eyezen, Stellest, Transitions), Ray-Ban, Oakley, Persol, and Oliver Peoples. We also provide best-in-class shopping experiences through networks such as Sunglass Hut, LensCrafters, Target Optical, and leading e-commerce platforms. Our unique business model and operational excellence ensure global access to products, supported by a cutting-edge supply chain and a network of lens finishing and prescription laboratories. In this dynamic, innovation-driven environment, our team of over 200,000 employees worldwide is transforming the eyewear and eyecare industry.

About the role

Reporting directly to the General Manager and on a dotted-line basis to the centralized strategy team, this role leads customer advocacy for a low volume of customer jobs or non-complex manufacturing processes and applications. You will be responsible for customer satisfaction, service recovery, and customer experience performance.

Responsibilities

• Lead and develop a customer advocacy team focused on customer satisfaction, service recovery, and customer experience performance within the lab.
• Serve as a customer advocate by partnering with operations, quality, and support teams to improve customer outcomes and operational performance.
• Partner with lab leadership to identify customer service, quality, and turnaround time issues, prioritize improvement opportunities, and support implementation of corrective actions.
• Use customer feedback, operational metrics, and business data to identify trends, recommend improvements, and support decision-making.
• Monitor and analyze customer feedback data from various channels to identify trends, pain points, and opportunities for improvement, and develop action plans.
• Monitor comprehensive customer experience dashboards and reports to track key performance indicators (KPIs) and prioritize customer experience initiatives.
• Work with cross-functional teams to perform root cause assessments on quality and service-related jobs inside the lab, and drive improvements.
• Use customer feedback and insights to ensure impeccable quality management and influence change within the lab.
• Review regular quality audits of returns (Dr., warranty, Lab) to identify areas for improvement and develop action plans to drive change.
• Support training programs/operational programs to address quality gaps and elevate customer experience.
• Understand quality/tolerance expectations for specific customer/job types and set targets for customer issue resolution times.
• Use customer feedback and insights to ensure end-to-end turn-time consistency and develop plans to drive consistency through internal collaboration and customer management.
• Identify underserved customers and implement special attention processes to improve customer turn time; document findings and root cause.
• Identify bottlenecks in the customer service process and implement solutions to streamline issue resolution.
• Proactively communicate with customers regarding expected resolution times and keep them updated on progress.
• Ensure turn-time opportunities around certain products/customers/job types are clearly assessed, communicated, and worked in collaboration with the centralized supply chain/program management team.

Requirements

• High School diploma/G.E.D.
• 3+ years of experience leading others in a manufacturing, optical, or related environment, or in customer service.
• Excellent communication and interpersonal skills to effectively interact with customers and internal stakeholders.

Preferred Qualifications

• Bachelor's degree in Business or a related field.

Pay

Employee pay is determined by multiple factors, including geography, experience, qualifications, skills, and local minimum wage requirements. The pay range for this role starts at $103,322.33. In addition, you may be offered a competitive bonus and/or commission plan.

Benefits

Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts.