Sr Customer Satisfaction Manager

As a Sr Customer Satisfaction Manager, you will collaborate with key labs to oversee iECP customers' daily operations, reporting, and insights. You will ensure service and quality performance monitoring, working closely with sales, customer service, manufacturing, logistics, supply chain, and quality teams to resolve operational issues, identify improvements, and enhance central functions. Your role will drive operational excellence and support the iECP market by maintaining strong communication across all levels and fostering a customer-focused, problem-solving approach.

• 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.

• 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%.