Customer Satisfaction Supervisor

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If you’ve worn a pair of glasses, we’ve already met.

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, Lens Crafters, 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 General Manager and on a dotted-line basis to the centralized strategy team, this role leads customer advocacy for a low volume of customer jobs or non-complex manufacturing processes and applications. This role is responsible for customer satisfaction, service recovery, and customer experience performance.

MAJOR DUTIES AND RESPONSIBILITIES

Leadership

• May lead and develop a customer advocacy team responsible for customer satisfaction, service recovery, and customer experience performance within the lab.
• Serve as a customer advocate by partnering with operations, quality, and support teams to improve customer outcomes and operational performance.
• Partner with lab leadership to identify customer service, quality, and turnaround time issues, prioritize improvement opportunities, and support implementation of corrective actions.
• Use customer feedback, operational metrics, and business data to identify trends, recommend improvements, and support decision-making.

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.
• Identify underserved customers and implement special attention process to improve customer turn time and document findings and root cause.
• Set targets for customer issue resolution times and monitor performance 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, communicated, and worked in collaboration with the centralized supply chain/program management team.

Basic Qualifications

• 3+ years of experience with leading…