Job Description

Requisition ID: 949951

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 portfolio of more than 150 renowned brands span various categories, from frames, lenses and instruments to brick and mortar and digital distribution as well as mid-range to premium segments. Our Shared Services Team, accompany and enable others within the EssilorLuxottica collective to achieve their targets. They keep people and projects running smoothly, ensuring every part of our business is provided for and well taken care of.

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!

Position Summary

The Supply Chain Manager is responsible for ensuring accurate volume planning across National Service Laboratories (NSLs), taking into consideration capacity constraints, seasonality, and the unique operational requirements of each laboratory while maintaining full alignment with North America teams.

This position leads, coordinates, and optimizes Customer Service operations across the NSLs in partnership with Laboratory Managers, ensuring an exceptional customer experience that is efficient, scalable, and aligned with EssilorLuxottica's global standards. The role is also accountable for driving demand and capacity planning processes, service performance, operational excellence, and continuous improvement initiatives across the network.

Key Responsibilities

• Design and implement customer service strategies to ensure compliance with established Service Level Agreements (SLAs).
• Oversee order intake, processing, and follow-up activities, ensuring seamless integration with Production, Logistics, and Commercial teams.
• Manage and resolve escalated issues from key customers, ensuring timely and effective solutions.
• Manage laboratory capacity planning by balancing service levels and productivity through statistical forecasting, demand planning methodologies, and collaborative planning processes with cross-functional teams across each business unit.
• Drive continuous improvement, digitalization, and service automation initiatives to enhance efficiency and customer satisfaction.
• Develop monthly performance reports, including KPI tracking, root cause analysis, and corrective action plans.
• Foster strong relationships with internal and external customers through proactive communication and partnership.
• Ensure alignment of departmental processes with EssilorLuxottica global policies and support internal audit activities.
• Ensure compliance with Quality Management System requirements and promote adherence across operations.
• Contribute to achieving laboratory service level objectives and operational performance targets.
• Standardize customer service processes across departments to improve consistency, efficiency, and customer experience.
• Conduct process and system audits to identify improvement opportunities and ensure compliance.
• Promote Environmental, Health, and Safety (EHS) best practices.
• Ensure compliance with Supply Chain Security (SCS) requirements and drive adherence across the organization.

Qualifications

• Bachelor's degree in Supply Chain Management, Industrial Engineering, Operations Management, Business Administration, or a related field.
• Minimum 5 years of experience in a Supply Chain, Operations, Customer Service, Planning, or related leadership role.
• Demonstrated leadership and people management experience.
• Fluent English and Spanish (written and verbal) required. Bilingual proficiency is mandatory.
• Strong negotiation and stakeholder management skills.
• Experience with Master Planning and capacity planning processes.
• Experience with Production Scheduling in a manufacturing or service environment.
• Knowledge of statistical forecasting, demand planning, and capacity management methodologies.
• Project Management experience.
• Experience driving performance through OKRs (Objectives and Key Results).
• Strong analytical skills, including Statistics and Probability.
• Experience with Continuous Improvement methodologies and tools (Lean, Six Sigma, Kaizen, or equivalent).
• Working knowledge of ISO 9001, ISO 14001, ISO 45001, and ISO 13485 standards.

Preferred Competencies

• Strategic thinking and business acumen.
• Customer-centric mindset.
• Strong analytical and problem-solving capabilities.
• Excellent communication and cross-functional collaboration skills.
• Ability to influence stakeholders across multiple levels of the organization.
• Results-driven approach with a continuous improvement mindset.
• Ability to thrive in a fast-paced, matrixed, and multicultural environment.

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 EmployeeRelations@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.