Customer Experience Lead (Lab & Quality)

EssilorLuxottica; Pompano Beach (FL); On-site; USD 88,000 - 119,000; Full time

Job summary

EssilorLuxottica in Florida is seeking a Customer Advocacy Leader to manage a small team focused on customer satisfaction, service recovery, and experience performance within the lab context. You will partner with operations, quality and support teams to identify issues, analyze feedback, and drive improvements that reduce turnaround time and enhance outcomes for customers.

Required: High School diploma and 3+ years leading teams in manufacturing or optical environments; Bachelor's degree

Qualifications

• High School diploma/G.E.D.
• 3+ years of experience with leading others in manufacturing, optical, or related environments, and customer service.
• Excellent communication and interpersonal skills

Responsibilities

• Lead a customer advocacy team to improve satisfaction, service recovery, and experience performance.
• Monitor customer feedback and KPI dashboards to identify trends and opportunities.
• Collaborate with operations, quality, and support to drive corrective actions and quality improvements.
• Set and monitor targets for issue resolution times and end-to-end turn time.

Skills

Customer advocacy

Team leadership

Data analysis

Quality management

Turnaround time

Education

Bachelor's in Business

Job description

EssilorLuxottica in Florida is seeking a Customer Advocacy Leader to manage a small team focused on customer satisfaction, service recovery, and experience performance within the lab context. You will partner with operations, quality and support teams to identify issues, analyze feedback, and drive improvements that reduce turnaround time and enhance outcomes for customers.

Required: High School diploma and 3+ years leading teams in manufacturing or optical environments; Bachelor's degree