Customer Experience Lead — Lab Quality & Turnaround

EssilorLuxottica; Compton (CA); On-site; USD 70,000 - 83,000; Full time

Benefits offered by this job

Health care

Retirement savings

Paid time off/vacation

Various employee discounts

Job summary

EssilorLuxottica is seeking a Customer Advocacy Lead to manage a small team focused on customer satisfaction and service recovery within the lab. You will partner with operations, quality, and support to improve outcomes and performance.

The role emphasizes data-driven decision making, turning customer feedback into action plans, and closely monitoring KPI dashboards to ensure end-to-end turn times and quality goals are met.

Qualifications

• High School diploma/G.E.D. required.
• 3+ years leading others in manufacturing, optical, or related environment.
• Excellent communication and interpersonal skills.

Responsibilities

• Lead and develop a customer advocacy team focusing on satisfaction and experience within the lab.
• Monitor customer feedback and dashboards to drive improvements and actions.
• Support quality audits and training to close gaps and elevate service levels.
• Set and track targets for issue resolution times and drive turnaround efficiency.

Skills

Leadership

Communication

Customer service

Education

High School diploma/G.E.D.

Bachelor's in Business

Job description

EssilorLuxottica is seeking a Customer Advocacy Lead to manage a small team focused on customer satisfaction and service recovery within the lab. You will partner with operations, quality, and support to improve outcomes and performance.

The role emphasizes data-driven decision making, turning customer feedback into action plans, and closely monitoring KPI dashboards to ensure end-to-end turn times and quality goals are met.