Customer Care Lead

Carl Zeiss India (Bangalore) Pvt. Ltd.; New Delhi; On-site; INR 1,200,000 - 2,100,000; Full time

Job summary

ZEISS India is seeking a Team Lead for Customer Care Operations in New Delhi. You will drive day-to-day customer care, monitor performance, and coordinate with Sales, Supply Chain, Logistics, and other functions to improve service delivery.

The ideal candidate has 6–8 years in customer/ service operations, a Bachelor’s degree (MBA preferred), and strong Excel and Power BI skills to develop dashboards and SOPs. This role requires operations-first, data-driven leadership.

Qualifications

• Bachelor’s degree is required; MBA/PGDM preferred.
• Strong analytical and numerical skills.
• Excellent stakeholder management and cross-functional coordination.

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 root cause analysis and implement preventive actions.
• Prepare dashboards, MIS, and management reports.
• Convert data into actionable insights.
• Collaborate with Sales, Supply Chain, Logistics, Quality, Finance, IT, and partners.
• Handle customer escalations and improve experience.
• Lead or support process-improvement projects (automation, digitisation).
• Support performance reviews and governance.

Skills

Leadership

Analytical skills

Stakeholder management

Cross-functional coordination

Education

Bachelor's degree

MBA/PGDM preferred

Tools

Power BI

MS Excel

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

• 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.

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.

About ZEISS

Your ZEISS Recruiting Team: Itishree Pani Step out of your comfort zone, excel and redefine the limits of what is possible. That’s just what our employees are doing every single day – in order to set the pace through our innovations and enable outstanding achievements. After all, behind every successful company are many great fascinating people. In a spacious modern setting full of opportunities for further development, ZEISS employees work in a place where expert knowledge and team spirit reign supreme. All of this is supported by a special ownership structure and the long-term goal of the Carl Zeiss Foundation: to bring science and society into the future together.

Inspire people tomorrow.

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