Supervisor, Customer Service - US Vision Care

Supervisor, Customer Service - US Vision Care

Bausch + Lomb is seeking a high-performing Customer Service Supervisor to lead and develop the US Vision Care Customer Service team. This team is responsible for managing a broad range of customer interactions, including inquiries, order support, and service escalations. The Supervisor will ensure the delivery of consistent, high-quality service that aligns with both customer satisfaction goals and broader corporate objectives.

In this role, you will be accountable for tracking and optimizing team performance metrics on a daily, weekly, and monthly basisfocusing on service quality, responsiveness, and overall operational efficiency. As the first-line leader to frontline employees, you will play a key role in cultivating a positive, customer-first culture and driving meaningful employee engagement.

The Customer Service team supports Bausch + Lomb's industry-leading contact lens portfolio, which includes ULTRA, Biotrue ONEday, INFUSE, and INFUSE Multifocal, along with our innovative e-commerce platform, B+L Opal. The Supervisor ensures all customer interactions reflect the high standards of the Bausch + Lomb brand and contribute to the ongoing success of our Vision Care business.

Responsibilities

• Lead and supervise a team of Customer Service Associates, ensuring daily operations run smoothly and align with department goals and service standards.
• Maintain a strong floor presence to support employee engagement, deliver real-time coaching, and foster a customer-focused team culture.
• Conduct regular 1 : 1 performance check-ins, monthly reviews, and mid-year / year-end appraisals to support employee development and accountability.
• Provide coaching and, when necessary, implement performance improvement plans or disciplinary actions with professionalism and confidentiality.
• Use incentive and recognition programs to celebrate high performance and reinforce desired behaviors.
• Oversee employee training and cross-training, ensuring team members are fully prepared for their primary roles and compliant with all company policies and procedures.
• Develop and maintain training documentation to support new hire onboarding and continuous process improvements.
• Monitor team performance using dashboards and key metrics; analyze reports to identify trends, drive efficiency, and optimize service levels.
• Manage team scheduling and approve payroll / timekeeping submissions in accordance with company guidelines.
• Handle escalated customer issues and service complaints, ensuring prompt resolution and a positive customer experience.
• Conduct quality assurance audits and provide coaching feedback on customer interactions to support service excellence.
• Partner with HR on employee relations issues, maintain accurate employee records, and contribute to succession planning by identifying high-potential talent.
• Coordinate and lead monthly team meetings, promote open communication, and support change initiatives and product launches in partnership with Sales, Marketing, and Compliance.
• Participate in recruiting activities, conduct interviews, and assist with onboarding of new team members.
• Serve as a Subject Matter Expert (SME) on assigned internal and external projects and contribute to broader continuous improvement initiatives within the customer service organization.

Qualifications