Ophthalmic Customer Care Manager - Lab Ops & Escalations

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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.

With a unique global network of commercial subsidiaries and independent distributors across major markets, our customers are offered a strong portfolio of the most popular lens, frames, instruments and equipment brands that can serve every sector of the market. The Professional Solutions team works with our customers one-on-one, developing professional relationships based on trust and care.

The Customer Care Manager owns the customer experience within lab operations & is the escalation point for complex customer issues. This role bridges customer service & lab operations to resolve technical issues, expedite delayed orders & ensure efficient, accurate production flow. The role requires strong product & lab workflow expertise, problem-solving & the ability to identify root causes of production delays or errors, playing a critical role in protecting customer satisfaction & driving continuous improvement.

This role may also lead a team, depending on lab volume, focused on day-to-day execution of escalated customer issues.

MAJOR DUTIES AND RESPONSIBILITIES

• Serve as the escalation point for complex, high-priority customer issues; determine case next steps
• Communicate directly with customers to provide updates & resolutions
• Maintain accurate documentation of escalations, resolutions & follow-up actions in CRM systems
• Own end-to-end case management to ensure timely resolution & 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 & timely resolution

Production Workflow Monitoring & Reporting

• Maintain daily reporting on escalated jobs
• Track progress of escalated orders & communicate risks or delays proactively
• Participate in daily production meetings to highlight priorities & support resolution

Customer Experience & Process Improvement

• Act as the voice of the customer by identifying recurring issues & advocating for workflow or quality improvements
• Contribute to root-cause analysis through accurate data capture & follow-up
• Support continuous improvement focused on work simplification, cost reduction & service effectiveness
• Maintain close partnership with lab GM on customer experience issues & resolutions

Customer Service Support

• Perform customer service activities related to escalated orders
• Educate customers on product options, ordering processes & policies to resolve issues
• Manage a team of Customer Care Agents
• Assign tasks, set priorities & monitor daily activities
• Track KPIs for team performance

BASIC 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 & telephony systems experience
• Excellent communication skills &…