Enablement Project Lead - Customer Service & After Sales

ZEISS Group; Lisboa; Híbrido; EUR 85 000 - 100 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health Insurance

Meal allowance

Flex benefits policy

Lenses discount

Resumo da oferta

ZEISS Group in Lisbon seeks an Enablement Project Lead – Customer Care & Aftersales to scale a global, customer-centric aftersales ecosystem for ZEISS XRX. You’ll align care, warranty, complaints, and service operations with cross-functional teams across markets.

The role emphasizes translating strategy into executable projects, building business cases, and delivering measurable outcomes in a fast-paced, international environment. Hybrid Lisbon location with travel.

Qualificações

• Bachelor’s or Master’s degree in Business, Economics, Engineering, Operations, Optical Science, or related field.
• Proven experience from concept to mobilization of projects, esp. in aftersales or service operations.
• Ability to translate needs into defined project concepts, objectives, and success criteria.
• Strong analytical and strategic thinking with data- and insight-driven approach.
• Experience leading cross-functional teams and stakeholder alignment.

Responsabilidades

• Lead conception, initiation, and mobilization of new after-sales initiatives.
• Translate strategic objectives into clear project concepts, scope, and success criteria.
• Assess feasibility and build business cases with costs, risks, and dependencies.
• Align stakeholders across customer care, logistics, IT, quality, and regional teams.
• Turn concepts into actionable plans and implementation roadmaps for rollout.
• Drive projects through initiation, mobilization, and delivery with measurable outcomes.
• Use customer insights and market data to identify opportunities and improvements.

Conhecimentos

Project leadership

Stakeholder management

Cross-functional collaboration

Analytical thinking

Requirements management

Jira experience

Strategic thinking

Customer-centric mindset

Formação académica

Bachelor’s or Master’s degree in Business or related field

Ferramentas

Jira

Descrição da oferta de emprego

ZEISS is technology and innovation. Founded in Germany, in 1846, ZEISS is an internationally leading technology enterprise operating in the optics and optoelectronics industries across 50 countries. As a company wholly owned by a foundation, ZEISS is committed to responsibility in all its activities. As a pioneer in scientific optics, it's employees across the globe continue to push the boundaries of what is possible. With a strong focus on quality and innovation, ZEISS creates value for its customers and helps shape new ways of seeing the world.

We’re looking for an Enablement Project Lead – Customer Care & Aftersales to join us in Lisbon supporting ZEISS Extended Reality (XRX), a global Strategic Business Unit, dedicated to delivering cutting‑edge XR vision correction and optical systems and building a scalable, customer‑centric aftersales ecosystem.

Your Role

The purpose of this position is to build and scale a high‑performing, customer‑centric aftersales ecosystem for ZEISS Extended Reality’s global business. The role ensures that customer care, warranty set‑ups, complaint and escalation management, and service operations are strategically aligned, operationally robust, and ready to support innovative hardware products in a direct‑to‑consumer environment. By leading cross‑functional initiatives and driving system and process excellence, the position enables consistent service quality, operational efficiency, and continuous improvement across markets.

The role of Enablement Project Lead – Customer Care & Aftersales will involve:

• Identifying, shaping, and developing new after‑sales and warranty initiatives from initial concept through to a clearly defined, viable project ready for implementation
• Leading the conception and initiation of projects, translating strategic objectives, customer needs, and market opportunities into clear project concepts, scope, objectives, business requirements, and success criteria
• Assessing feasibility and developing business cases for new initiatives, including defining options, evaluating benefits, risks, resources, costs, dependencies, and implementation requirements
• Building alignment across stakeholders and leading cross‑functional teams through the early stages of project development, working closely with customer care, logistics, IT, quality, regional teams, and service partners
• Translating concepts into actionable project plans and implementation roadmaps, ensuring projects are sufficiently defined and aligned before moving into execution and market roll‑out
• Driving projects through initiation, mobilization, and delivery, maintaining strategic alignment while ensuring that the original customer and business objectives are translated into measurable outcomes
• Using operational data, customer feedback, and market insights to identify opportunities, challenge existing approaches, and continuously develop new initiatives that enhance service excellence and business performance

Your Experience:

• Bachelor’s or Master’s degree in Business, Economics, Engineering, Operations, Optical Science, or a related field
• Proven experience in project conception, development, and initiation – experience in aftersales, customer care, operations, or consulting is a strong advantage
• Demonstrated ability to take projects from an initial idea, business need, or strategic opportunity through concept development, feasibility assessment, business case, definition, and mobilization
• Strong ability to translate ambiguous business or customer needs into clearly defined project concepts, including objectives, scope, requirements, success criteria, stakeholders, dependencies, risks, and expected outcomes
• Ability to identify opportunities for improvement and develop scalable future‑state models
• Practical experience working with Jira or similar tools for requirements management, project initiation, and collaboration with IT and product teams, including translating business concepts into actionable requirements and backlogs
• Demonstrated ability to build alignment and lead cross‑functional teams during the early stages of project development, engaging stakeholders across customer care, logistics, IT, quality, product, and regional teams
• Strong analytical and strategic thinking, with the ability to use customer insights, operational data, and market intelligence to identify opportunities, assess alternatives, and shape new initiatives
• Excellent project leadership and stakeholder management skills, with the ability to move seamlessly from concept and strategy into structured planning, mobilisation, and delivery in an international, fast‑paced environment
• Customer‑centric mindset with high ownership, entrepreneurial thinking, strong problem‑solving skills, and the confidence to create structure where there is ambiguity and turn ideas into executable projects
• Excellent communication skills in English; German or other languages are a plus

If you join ZEISS, you will have access to a range of benefits, including:

• Health Insurance + Life Insurance
• Meal allowance of 10.20 euros per day
• Flex benefits policy charged once a year to use however the employee wants (gym passes, health expenses, public transport, etc)
• Zeiss lenses discount for employee + direct family
• Wellbeing programs: flexibility around the employee´s family + free appointments per year on different pillars (legal, psychological, nutrition, etc)

Working Location is Lisbon with 2 days on‑site and 3 days from home

International Travel will be required (10 - 15% estimate)

Right to work in the applicable region; compliant with local employment laws