Customer Care Manager

GENERAL FUNCTION 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 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 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 and resolutions Maintain accurate documentation of escalations, resolutions and follow-up actions in CRM systems Own end-to-end case management to ensure timely resolution and adherence to service standards Lab & Production Coordination Investigate delayed or problematic orders on the 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 and timely resolution Production Workflow Monitoring & Reporting Maintain daily reporting on escalated jobs Track progress of escalated orders and communicate risks or delays proactively Participate in daily production meetings to highlight priorities and support resolution Customer Experience & Process Improvement Act as the voice of the customer by identifying recurring issues and advocating for workflow or quality improvements Contribute to root‑cause analysis through accurate data capture and follow-up Support continuous improvement focused on work simplification, cost reduction and service effectiveness Maintain close partnership with lab GM on customer experience issues and resolutions Customer Service Support Perform customer service activities related to escalated orders Educate customers on product options, ordering processes and policies to resolve issues Team Leadership Manage a team of Customer Care Agents Assign tasks, set priorities and 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 and telephony systems experience Excellent communication skills and customer‑centric mindset Employee 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 View phone number on click.appcast.io (be sure to provide your name, job id number, and contact information so that we may follow up in a timely manner) or email View email address on click.appcast.io. Equal Opportunity Employer 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 U.S. receive preference in accordance with Tribal Law. #J-18808-Ljbffr