Supervisor, Customer Service - US Vision Care

Bausch + Lomb (NYSE/TSX: BLCO) is a leading global eye health company dedicated to protecting and enhancing the gift of sight for millions of people around the world—from the moment of birth through every phase of life. Our mission is simple, yet powerful: helping you see better, to live better.

Our comprehensive portfolio of over 400 products is fully integrated and built to serve our customers across the full spectrum of their eye health needs throughout their lives. Our iconic brand is built on the deep trust and loyalty of our customers established over our 170-year history. We have a significant global research, development, manufacturing and commercial footprint of approximately 13,000 employees and a presence in approximately 100 countries, extending our reach to billions of potential customers across the globe. We have long been associated with many of the most significant advances in eye health, and we believe we are well positioned to continue leading the advancement of eye health in the future.

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 basis—focusing 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

• Bachelor’s degree in a related discipline preferred or minimum of 7 years of progressive Customer Service experience, including at least 2 years in a supervisory or team lead role.
• Prior experience in the pharmaceutical or medical device industry is preferred.
• Demonstrated ability to lead, coach, and develop a diverse team.
• Skilled in delivering feedback, mentoring employees, and administering disciplinary actions when necessary.
• Strong interpersonal and relationship-building skills; approachable and collaborative leadership style.
• Ability to manage conflict effectively and promote a positive team environment.
• Proven team player with sound judgment and integrity.
• Committed to delivering exceptional service and ensuring customer satisfaction.
• Ability to maintain professionalism under pressure and during challenging situations.
• Strong written and verbal communication skills; able to interact with all levels of the organization.
• Understanding of organizational goals and ability to align team efforts with business objectives.
• Proficient in project and process management; ability to drive operational improvements.
• Demonstrated ability to handle confidential information with discretion.
• Highly organized with strong time management and workload prioritization skills.
• Results-oriented with a continuous improvement mindset.
• Comfortable navigating change and acting as a champion of change management.
• Ability to perform well in high-pressure environments and adapt to evolving priorities.
• Ability to travel up to 15% as business needs require (e.g., team meetings, training sessions, cross-site collaboration)

This position may be available in the following location(s): US - Rochester, NY (GEHC)

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

For U.S. locations that require disclosure of compensation, the starting pay for this role is between [$70,000.00 and $85,000.00].  The estimated salary range reflects an anticipated range for this position. The actual base salary offered may depend on a variety of factors.

U.S. based employees may be eligible for short-term and/or long-term incentives. They may also be eligible to participate in medical, dental, vision insurance, disability and life insurance,  a 401(k) plan and company match, a tuition reimbursement program (select degrees), company holidays, and well-being benefits, among others. U.S. based employees are also eligible to receive sick time, floating holidays and paid vacation.

Job Applicants should be aware of job offer scams perpetrated through the use of the Internet and social media platforms.

To learn more please read Bausch + Lomb's Job Offer Fraud Statement.

Our Benefit Programs: Employee Benefits: Bausch + Lomb

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.