Customer Experience Lead - Ophthalmic Ops & Quality

EssilorLuxottica; Norcross (GA); On-site; USD 65,000 - 90,000; Full time

Job summary

EssilorLuxottica is seeking a Customer Advocate who will oversee and influence data analysis, reporting, and quality management to drive exceptional customer experiences. You will lead a small team of customer service representatives (OM) and collaborate with cross-functional teams to reduce churn and improve turnaround times.

The role emphasizes proactive communication with customers, monitoring KPIs, and implementing strategies that elevate customer satisfaction across all touchpoints.

Qualifications

• Strong optical industry knowledge with production environment experience.
• Proven leadership abilities with experience managing cross-functional teams.
• Excellent communication and interpersonal skills for customer and stakeholder interaction.
• Analytical skills with proficiency in data analysis tools and reporting platforms.
• Experience with CRM systems and customer feedback platforms.
• Ability to identify and implement process improvements to enhance customer satisfaction.

Responsibilities

• Oversee data analysis and reporting to drive customer experience improvements.
• Monitor customer feedback and KPI dashboards to identify trends and actions.
• Lead root-cause analyses with cross-functional teams to improve quality and service.
• Set and monitor targets for issue resolution times and end-to-end turnaround.
• Coach and evaluate performance of customer service representatives (OM) and ensure standards.
• Collaborate with supply chain and program management to streamline customer journeys.

Skills

Optical industry knowledge

Leadership abilities

Communication skills

Data analysis

CRM experience

Cross-functional collaboration

Job description

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.

Our unique business model and relentless pursuit of operational excellence ensures that consumers everywhere have access to products. Balancing speed, efficiency and proximity, the Company manages a global supply chain with cutting‑edge technology, based on centralization for frames and on a capillary network for lens finishing and prescription laboratories. In our dynamic environment, fueled by technology and innovation, our people have the space to pioneer new solutions.

Reporting directly to the GM, and dotted line reporting to centralized strategy team, this role works as a Customer Advocate, and isresponsible for driving exceptional Customer Experiences by overseeing and influencing data analysis, reporting, quality management, turnaround time management, ensuring consistent high standards across all customer interactions, identifying areas for improvement through customer feedback and data‑driven insights based on quality and service performance. Leading a small team, the advocate is responsible for implementing strategies and leading and monitoring actions to increase customer satisfaction and reduce churn.

Key Responsibilities:

• Data Analysis and Reporting
• Monitor and analyze customer feedback data from various channels to identify trends, pain points, and opportunities for improvement and develop action plans
• Monitor comprehensive customer experience dashboards and reports to track key performance indicators (KPIs)
• Prioritize customer experience initiatives. Work with cross‑functional teams to perform root cause assessments on quality and service‑related jobs inside the lab, and drive improvements
• Quality Management
• Use customer feedback and insights from data and reporting to ensure impeccable quality management and influence change within the lab
• Review regular quality audits of returns (Dr., warranty, Lab) to identify areas for improvement and develop action plans to drive change
• Support training programs/operational programs to address quality gaps and elevate customer experience
• Understand quality/tolerance expectations for any specific customer/job types
• Set targets for customer issue resolution times and monitor performance against those goals
• Use customer feedback and insights from data and reporting to ensure END TO END turn‑time consistency and develop plans to drive consistency through internal collaboration and customer management
• Set targets for customer issue resolution times and monitor against those goals
• Identify bottlenecks in the customer service process and implement solutions to streamline issue resolution
• Proactively communicate with customers regarding expected resolution times and keep them updated on progress
• Ensure turn‑time opportunities around certain products/customers/job types are clearly assessed and being communicated and worked on in collaboration with centralized supply chain/program management team
• Lead and manage a team of key account dedicated customer service representatives/OM, providing coaching, feedback, and performance evaluations
• Establish and maintain standards for customer service interactions
• Foster a customer‑centric culture within the team, emphasizing empathy, proactive problem‑solving, and exceeding customer expectations
• Collaborate with cross‑functional teams to ensure seamless customer journeys across all touchpoints
• Internal/External Communication

Required Skills and Qualifications

• Strong optical industry knowledge and ability to drive change in a production environment
• Excellent communication and interpersonal skills to effectively interact with customers and internal stakeholders
• Proven leadership abilities with experience managing and motivating cross‑functional teams
• Deep understanding of customer experiences best practices and industry trends
• Ability to identify and implement process improvements to enhance customer satisfaction
• Analytical skills with proficiency in data analysis tools and reporting platforms
• Experience with CRM systems and customer feedback platforms

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 [e-mail]

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.