Customer Experience Leader - Ophthalmic Lab

Luxottica; Pompano Beach (FL); On-site; USD 90,000 - 116,000; Full time

Job summary

Luxottica in the United States (Pompano Beach, FL) is seeking a Customer Advocacy Leader to drive customer satisfaction and service recovery within a lab environment. The role partners with operations, quality, and support teams to improve outcomes and performance.

The position requires 3+ years of leadership experience in manufacturing or optical settings, with strong communication and data-analysis skills to identify trends and implement corrective actions.

Qualifications

• 3+ years of experience with leading others in a manufacturing, optical, or related environment.
• Excellent communication and interpersonal skills to effectively interact with customers and internal stakeholders.

Responsibilities

• Lead and develop a customer advocacy team responsible for customer satisfaction, service recovery, and customer experience performance within the lab.
• Partner with operations, quality, and support teams to improve customer outcomes and operational performance.
• Identify customer service, quality, and turnaround time issues with lab leadership and drive corrective actions.
• Use customer feedback and data to identify trends, recommend improvements, and support decision-making.
• Monitor customer feedback data and dashboards to track KPIs and prioritize CX initiatives.
• Perform root-cause assessments on quality and service-related lab jobs and drive improvements.
• Set targets for issue resolution times and monitor performance.
• Ensure end-to-end turn-time consistency and collaborate with centralized supply chain and program management.

Skills

Leadership

Customer service

Data analysis

Communication

Education

Bachelor's degree in Business or related field

Tools

SAP

Job description

Luxottica in the United States (Pompano Beach, FL) is seeking a Customer Advocacy Leader to drive customer satisfaction and service recovery within a lab environment. The role partners with operations, quality, and support teams to improve outcomes and performance.

The position requires 3+ years of leadership experience in manufacturing or optical settings, with strong communication and data-analysis skills to identify trends and implement corrective actions.