Customer Care Lead

Carl Zeiss India (Bangalore) Pvt. Ltd.; New Delhi; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

ZEISS India in New Delhi is seeking a Team Lead – Customer Care Operations to oversee customer care activities across locations. The role emphasizes performance monitoring, process improvement, and cross-functional collaboration to ensure service excellence.

Ideal candidates have 6–8 years in Customer Operations, strong analytical skills, and proficiency in MS Excel; Power BI/dashboarding experience is a plus. MBA/PGDM preferred; position based in New Delhi with on-site responsibilities.

Qualifications

• Bachelor’s degree required; MBA/PGDM preferred.
• 6–8 years of experience in Customer Operations, Service Operations, Supply Chain, Fulfilment, or Customer Care.
• Strong analytical and numerical skills; proficient in Advanced MS Excel; Power BI or dashboards preferred.

Responsibilities

• Manage customer care and service operations across locations.
• Monitor performance and ensure service standards.
• Identify bottlenecks and drive corrective actions.
• Develop and improve SOPs, workflows, and controls.
• Conduct RCA and implement CAPA.
• Prepare dashboards, MIS, and management reports.
• Collaborate with Sales, Supply Chain, Logistics, Quality, Finance, IT, Operations, and external partners.
• Handle customer escalations and drive customer experience improvements.
• Lead or support projects on process improvement, automation, and digitisation.

Skills

Operations leadership

Data analysis

Stakeholder management

Education

Bachelor’s degree

MBA/PGDM preferred

Tools

MS Excel

Power BI

Dashboarding

Job description

ZEISS in India ZEISS in India is headquartered in Bengaluru and present in the fields of Industrial Quality Solutions, Research Microscopy Solutions, Medical Technology, Vision Care and Sports & Cine Optics. ZEISS India has 3 production facilities, R&D center, Global IT services and about 40 Sales & Service offices in almost all Tier I and Tier II cities in India. With 2200+ employees and continued investments over 25 years in India, ZEISS’ success story in India is continuing at a rapid pace. Further information at ZEISS India.

Position: Team Lead – Customer Care Operations

Location: New Delhi

Function: Customer Care – Vision Care

Key responsibilities

• 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.
• Converting operational data into actionable insights.
• 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: Bachelor’s degree; MBA/PGDM preferred.

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.

Your ZEISS Recruiting Team: Itishree Pani

Diversity is a part of ZEISS. We look forward to receiving your application regardless of gender, nationality, ethnic and social origin, religion, philosophy of life, disability, age, sexual orientation or identity.