Customer Experience Lead - Ophthalmic Ops & Quality

Luxottica

Norcross (GA)

On-site

USD 90,000 - 130,000

Full time

6 days ago

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Benefits offered by this job

Health care

Retirement savings

Paid time off/vacation

Various employee discounts

Job summary

EssilorLuxottica is seeking a Customer Advocate who will oversee data analysis, reporting, and quality management to drive exceptional customer experiences. You will lead a small team and coordinate with cross-functional partners to shorten turn-times and reduce churn, ensuring high standards across all customer interactions.

You will monitor customer feedback, develop action plans, and coach staff to deliver end-to-end service excellence in a fast-paced lab environment.

Qualifications

Proven leadership abilities with experience managing cross-functional teams.
Strong data analysis skills and ability to drive insights from dashboards.
Deep understanding of customer experiences best practices and industry trends.
Excellent communication and interpersonal skills with internal and external stakeholders.
Experience with CRM systems and customer feedback platforms.

Responsibilities

Data analysis and reporting to identify trends and improvement opportunities.
Monitor CX dashboards and KPIs across channels.
Lead and develop a team of customer service reps; coach and evaluate performance.
Collaborate with cross-functional teams to improve quality and service.
Set and monitor targets for issue resolution times and turn-time efficiency.
Drive root-cause analysis and action plans to reduce churn.