Customer Experience Lead - Lab & Quality

EssilorLuxottica; California (MO); On-site; USD 72,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Retirement savings

Paid time off

Employee discounts

Job summary

EssilorLuxottica is seeking a Customer Advocacy Leader to oversee a small team, drive customer satisfaction, and partner with operations and quality to improve outcomes. You will monitor feedback, set action plans, and support timely resolution of issues within the lab environment.

The role emphasizes turning data into action, improving quality, and ensuring superior customer experience across our ophthalmic lab operations.

Qualifications

• High School diploma or equivalent required.
• 3+ years of experience leading others in manufacturing, optical, or related environment with customer service.
• Excellent communication and interpersonal skills for internal and external stakeholders.
• Bachelor's in Business or related field preferred.

Responsibilities

• Lead and develop a customer advocacy team focused on satisfaction and experience.
• Partner with operations, quality, and support to improve outcomes and performance.
• Monitor customer feedback data and KPIs to identify trends and drive improvements.
• Manage end-to-end turnaround times and escalate bottlenecks with cross-functional teams.
• Support training and quality programs to close gaps and elevate customer experience.

Skills

Leadership experience

Strong communication

Customer service

Education

High School diploma/G.E.D.

Bachelor's in Business or related field

Job description

EssilorLuxottica is seeking a Customer Advocacy Leader to oversee a small team, drive customer satisfaction, and partner with operations and quality to improve outcomes. You will monitor feedback, set action plans, and support timely resolution of issues within the lab environment.

The role emphasizes turning data into action, improving quality, and ensuring superior customer experience across our ophthalmic lab operations.