Customer Care Manager

Requisition ID:916535
Store #:E05380 Ops - Cust Svc - Ord Ent STCLD
Position:Full-Time
Total Rewards:Benefits/Incentive Information

If you've worn a pair of glasses, we've already met.

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 such as the Essilor brand, with Varilux, Crizal, Eyezen, Stellest and Transitions, iconic brands that consumers love such as Ray-Ban, Oakley, Persol and Oliver Peoples, as well as a network that offers consumers high-quality vision care and best-in-class shopping experiences such as Sunglass Hut, LensCrafters, and Target Optical, and leading e-commerce platforms.

With a unique global network of commercial subsidiaries and independent distributors across major markets, our customers are offered a strong portfolio of the most popular lens, frames, instruments and equipment brands that can serve every sector of the market. The Professional Solutions team works with our customers one-on-one, developing professional relationships based on trust and care.

Join our global community of over 200,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry. Discover more by following us on LinkedIn!

GENERAL FUNCTION

The Customer Care Manager is the primary escalation point for complex customer issues unresolved by frontline agents. Based in the optical production laboratory, 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, analytical problem-solving & the ability to identify root causes of production delays or errors, playing a critical role in protecting customer satisfaction & driving continuous improvement across production & service processes.

MAJOR DUTIES AND RESPONSIBILITIES

Customer Escalation Management

• Serve as the escalation point for complex, high-priority customer issues
• Review escalated cases to determine required production, quality or workflow actions
• Communicate directly with customers as needed to provide updates, timelines, & 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

• Work directly on the production floor to investigate delayed or problematic orders
• Identify root causes of late or stalled jobs; reroute, tag or escalate orders as needed
• Partner with cross-functional teams (Pricing, Finance, Sales, Account Setup, etc.) to resolve issues
• Collaborate with lab teams (Quality, Frame, Surfacing, Finishing, Shipping) to ensure accurate & timely order 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 issue resolution
• Provide feedback to process owners on recurring issues & workflow inefficiencies

Customer Experience & Process Improvement

• Act as the voice of the customer by identifying recurring issues & advocating for workflow or quality improvements
• Support quality assurance by escalating defects or delays impacting production timelines
• Contribute to root-cause analysis through accurate data capture & follow-up
• Support continuous improvement initiatives focused on work simplification, cost reduction & service effectiveness

Standard Customer Service Support

• Perform customer service activities related to escalated orders, including corrections, cancellations, redo requests & order reviews
• Educate customers on product options, ordering processes & policies to resolve issues

BASIC QUALIFICATIONS

• Bachelor's degree in Business Administration or related field
• 5+ years of customer service or call center experience
• 4+ years of optical experience (customer service, lab operations, or related)
• Strong understanding of lab workflows
• Experience with CRM platforms & telephony systems
• Excellent communication skills & customer-focused mindset

Pay Range:70,265.67-113,645.33

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. 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.

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.