Ophthalmic Customer Care Manager - Lab Ops & Escalations

Luxottica; Sioux City (IA); On-site; USD 70,000 - 90,000; Full time

Job summary

Luxottica is seeking a Customer Care Manager to own the customer experience within lab operations in Sioux City, IA. You will bridge customer service and lab workflows to resolve complex issues, expedite delayed orders, and ensure efficient production flow.

The role requires strong product and lab workflow expertise, problem-solving ability, and experience leading a team of Customer Care Agents. Expect cross-functional collaboration and a focus on continuous improvement.

Qualifications

• Bachelor’s degree in Business Administration or related field.
• 6+ years of customer service or call center experience.
• 4+ years of optical experience (customer service, lab operations, or related).
• 2+ years of people management experience.
• Strong understanding of lab workflows.
• CRM platforms and telephony systems experience.
• Excellent communication skills and customer-centric mindset.

Responsibilities

• Serve as the escalation point for complex, high-priority customer issues; determine case next steps.
• Communicate directly with customers to provide updates and resolutions.
• Maintain accurate documentation of escalations, resolutions and follow-up actions in CRM systems.
• Own end-to-end case management to ensure timely resolution and adherence to service standards.
• Investigate delayed or problematic orders on production floor.
• Identify root causes of late or stalled jobs; take action as needed.
• Partner with cross-functional teams (Pricing, Finance, Sales, Account Setup, etc.) to resolve issues.
• Collaborate with lab teams to ensure accurate and timely resolution.
• Maintain daily reporting on escalated jobs and track progress of escalated orders.
• Participate in daily production meetings to highlight priorities and support resolution.
• Act as the voice of the customer by identifying recurring issues and advocating for workflow or quality improvements.
• Contribute to root-cause analysis through accurate data capture and follow-up.
• Support continuous improvement focused on work simplification, cost reduction and service effectiveness.
• Maintain close partnership with lab GM on customer experience issues and resolutions.
• Perform customer service activities related to escalated orders.
• Educate customers on product options, ordering processes and policies to resolve issues.
• Manage a team of Customer Care Agents; assign tasks, set priorities and monitor daily activities.
• Track KPIs for team performance.

Skills

Customer service

People management

Lab workflows

CRM systems

Communication skills

Education

Bachelor's degree in Business Administration

Tools

CRM platforms

Telephony systems

Job description

Luxottica is seeking a Customer Care Manager to own the customer experience within lab operations in Sioux City, IA. You will bridge customer service and lab workflows to resolve complex issues, expedite delayed orders, and ensure efficient production flow.

The role requires strong product and lab workflow expertise, problem-solving ability, and experience leading a team of Customer Care Agents. Expect cross-functional collaboration and a focus on continuous improvement.