Sr. Customer Satisfaction Manager

EssilorLuxottica Group•Town of Orangetown, NY

3d•$112,000 - $127,487•Onsite

About The Position

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, LensCrafters, 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. Join our global community of over 200,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry. Discover more by following us on LinkedIn!

Requirements

BA/BS in a related field required; Master’s preferred.
5+ years in program, project, or technical management.
3+ years in performance analysis.
3+ years in optical industry roles (ECP practice, lab operations, or supply chain preferred).
Strong project management and analytical skills.
Knowledge of Lab Management Software (Optifacts, DVI), Practice Management Software, and ECP Ordering Portals preferred.
Excellent communication, collaboration, and organizational skills.
Proficiency in Microsoft Office and reporting tools.
Travel required 25%-30%

Nice To Haves

Customer Focus: Build strong customer partnerships for issue resolution.
Data & Insights: Analyze lab data to identify trends and improve service.
Results-Driven: Enhance processes to improve service levels and reduce costs.
Communication: Align stakeholders and drive program success through clear communication.

Responsibilities

Develop and manage a 360° program for independent customers, collaborating with Commercial, Customer Service, and Operations teams.
Partner with customer satisfaction managers at labs to clarify and escalate issues while gathering new requirements.
Analyze data, understand processes, and drive root cause analysis for timely issue resolution.
Engage with labs, sales, and customer service to address and resolve outstanding issues.
Provide feedback to supply chain, customer service, and operations teams for continuous improvement.
Advocate for customers and work with stakeholders to implement program enhancements.
Identify and implement process improvements to increase efficiency and standardization.
Conduct regular sales reviews to assess performance, resolve issues, and align on upcoming activities.
Organize weekly meetings with cross-functional teams to address priorities and problem-solving for the iECP market.
Guide customer satisfaction managers at each lab on priority issues.