Customer Satisfaction Manager Jobs in Minnesota (NOW HIRING)

Requisition ID: 930530 
Store #: E05432 RXO CSAT STCLD 
Position: Full-Time 
Total Rewards: Benefits/Incentive Information

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, 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!

GENERAL FUNCTION

This role serves as a hands-on quality and operational support partner within the manufacturing lab, focused on ensuring production accuracy, process compliance, and timely issue resolution. The position supports daily lab operations by monitoring workflow, reviewing quality and production data, identifying and escalating risks, assisting with troubleshooting and root cause analysis, and supporting implementation of approved process improvements. The role works closely with production, quality, and leadership teams to maintain operational standards, improve consistency, and support overall lab performance while following established procedures and guidelines.

MAJOR DUTIES AND RESPONSIBILITIES

• Support the Lab Quality team by performing real-time quality checks, identifying defects, and correcting quality issues on in-process orders.
• Investigate breakage, redo jobs, incorrect lenses, and cosmetic/optical defects, and communicate findings to lab leadership for improvement actions.
• Own the resolution of jobs with multiple breakages, ensuring proper documentation and corrective steps.
• Analyze lab-level reporting (Optifacts, DVI, Spotfire) to identify orders at risk due to quality errors, missing information, or incorrect specifications.
• Tag and escalate trays requiring quality intervention, ensuring they are routed to the appropriate department for correction.
• Take corrective action on quality-related delayed jobs, including fixing errors, clarifying missing data, or escalating when needed.
• Support root cause analysis on the floor for high breakage and high redo jobs.
• Communicate quality-driven issues to CS/OE/Sales, providing complete details and ensuring closed-loop resolution.
• Implement procedure for special care for high redo accounts
• Redo lens inspection - complete pair for the entire lab
• Focus account redo improvement Lab (Box Inspection, support BIG/GIB Audit)
• Own lab redos to ensure resolution.
• Conduct research and sharing opportunities with CSAT leader to triage with sales, CS and lab quality for top accounts.
• Document of redo lens inspection and validation and sharing with lab quality
• Support Expeditors by confirming when production delays are quality-related rather than workflow-related.
• Support Customer Quality Ops by supplying defect data, returns insights, and on-the-floor operational context for deeper root-cause analysis.
• Inform Lab Leadership when recurring or systemic quality patterns emerge that require broader corrective action.

BASIC QUALIFICATIONS

• High school education or equivalent preferred.
• Ability to walk, stand, stoop, climb, and maintain balance.
• Coordinated use of hands and fingers for grasping, manipulation, and bilateral reach.
• Close vision, color vision, depth perception, and ability to adjust focus.
• Ability to work in a fast-paced production environment with moderate noise levels.
• Must wear appropriate PPE in the lab.
• Must follow all company and lab policies and procedures.
• Ability to communicate effectively with all levels of the organization.
• Ability to work independently 90% of the time.
• Ability to prioritize, manage multiple tasks, and use good judgment.
• Computer skills including MS Office and optical testing machinery.

Pay Range: 21.54  - 32.91 

This posting is for an existing vacancy within our business. Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first-class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts.

EssilorLuxottica complies with all applicable laws related to the application and hiring process. If you would like to provide feedback regarding an active job posting, or if you are an individual with a disability who would like to request a reasonable accommodation, please call the EssilorLuxottica SpeakUp Hotline at 844-303-0229 (be sure to provide your name, job id number, and contact information so that we may follow up in a timely manner) or email HRCompliance@luxotticaretail.com.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law. Native Americans in the US receive preference in accordance with Tribal Law.