Customer Care Lead

zeissgroup; New Delhi; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

ZEISS India in New Delhi seeks an experienced Team Lead - Customer Care Operations to drive service delivery across the Vision Care function and manage day-to-day operations, performance monitoring, and stakeholder engagement. You will develop SOPs, identify bottlenecks, conduct RCA, and convert data into actionable insights.

Collaborate with Sales, Supply Chain, Logistics, Quality, Finance and IT to improve processes and customer experience.

Qualifications

• Bachelor's degree required; MBA/PGDM preferred.
• Experience in multi-location or high-volume operations.
• Exposure to Healthcare, Optical, Retail, E-commerce, or service industries is advantageous.
• Strong understanding of service operations and performance management.
• Ability to create SOPs, map processes, identify gaps, and drive standardisation.
• Proficiency in Excel and BI/dashboarding exposure.

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.

Skills

Advanced MS Excel

Power BI

Analytical skills

Problem-solving

Cross-functional coordination

Stakeholder management

Communication skills

Education

Bachelor's degree

MBA/PGDM preferred

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

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.
• 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