Customer Care Lead

ZEISS India; Delhi; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

ZEISS India is seeking a Team Lead – Customer Care Operations to drive multi-location service operations, monitor performance, and lead process improvements. The role requires a data-driven mindset, strong Excel and dashboarding skills, and collaboration across Sales, Supply Chain, Quality, IT, and Finance to enhance customer experience.

The ideal candidate will own issue identification through closure, develop SOPs, and spearhead RCA-based corrective actions while guiding performance reviews

Qualifications

• 6–8 years of experience in Customer Operations, Service Operations, Supply Chain or related areas.
• Experience in multi-location or high-volume operations preferred.
• Exposure to Healthcare, Optical, Retail, E-commerce, or supply chain services advantageous.
• Strong analytical and numerical skills; proficiency in Advanced MS Excel.
• Power BI or dashboarding exposure preferred.
• Strong RCA and problem-solving skills; stakeholder management.

Responsibilities

• Manage customer care and service operations across locations.
• Monitor performance and ensure service standards are met.
• Identify bottlenecks and risks; drive corrective actions.
• Develop and improve SOPs, workflows, and controls.
• Prepare dashboards, MIS, and management reports.
• Lead or support process-improvement projects (automation, digitisation, CX).
• Support team performance reviews and governance.

Skills

Advanced MS Excel

Power BI

RCA / root cause analysis

Stakeholder management

Cross-functional coordination

Data analytics

Process mapping / SOP development

Problem-solving

Ownership & accountability

Tools

Power BI

MS Excel (Advanced)

Job description

Position: Team Lead – Customer Care Operations

The role is responsible for driving customer care operations, process excellence, data analytics, and stakeholder management across the region. The person will manage day-to-day service operations, monitor performance, identify operational gaps, and ensure timely resolution of issues.

Key responsibilities include:

• Managing customer care and service operations across assigned locations.
• Monitoring operational performance and ensuring service standards are met.
• Identifying bottlenecks, risks, recurring issues, and driving corrective actions.
• Developing and improving SOPs, workflows, and operational controls.
• Conducting RCA and implementing corrective and preventive actions.
• Preparing dashboards, MIS, and management reports.
• Working with Sales, Supply Chain, Logistics, Quality, Finance, IT, Operations, and external partners.
• Managing customer escalations and improving customer experience.
• Leading or supporting projects related to process improvement, automation, digitisation, and customer experience.
• Supporting team performance reviews, capability development, and governance.

The candidate should have:

• Minimum 6–8 years of experience in Customer Operations, Service Operations, Supply Chain, Fulfilment, or Customer Care.
• Experience in multi-location or high-volume operations preferred.
• Exposure to Healthcare, Optical, Retail, E-commerce, Supply Chain, or service-oriented businesses will be advantageous.
• Strong understanding of service operations and performance management.
• Ability to create SOPs, map processes, identify gaps, and drive standardisation.
• Strong analytical and numerical skills.
• Proficiency in Advanced MS Excel.
• Power BI or dashboarding exposure preferred.
• Strong RCA and problem-solving skills.
• Exposure to 5 Why, Pareto, PDCA, Lean, or Six Sigma preferred.
• Strong stakeholder management and cross-functional coordination skills.
• Good written and verbal communication skills.
• Ability to independently take ownership from issue identification to closure.

The ideal candidate should be operations-first, data-driven, process-oriented, and capable of independently driving improvement initiatives.