Head of Service Operations & Customer Experience (Hybrid)

Carl Zeiss Microscopy, LLC; Huntersville (NC); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical Vision

Dental

401k Matching

Employee Assistance Programs

Vacation and sick pay

Job summary

ZEISS is seeking a Head of Service Operations in the Huntersville, NC area. This leadership role focuses on scaling and improving the Service and Customer Care organization, driving performance metrics, and delivering high-quality customer support across inquiries, triage, and escalation management.

The role requires strong people leadership, financial discipline, and collaboration with global teams to align service requirements with systems and processes. Hybrid work with travel is expected.

Qualifications

• Five plus years of experience in field service and/or service-related management.
• Bachelor’s degree in technical discipline or related field.
• In-depth knowledge of SAP CRM and data reporting tools.
• Willingness to travel, including international travel, and operate remotely when needed.
• Excellent written and spoken English communication skills.

Responsibilities

• Lead and optimize the Service Operations across customer intake, triage, and after sales support.
• Develop standardized, data-driven processes to improve customer satisfaction and service efficiency.
• Partner with IT and Global teams to ensure systems reflect service requirements and KPIs.
• Provide leadership and mentorship to center personnel and support teams.

Skills

Team Leadership

Lean Process

Data Analysis

English Proficiency

Education

Bachelor’s degree in technical discipline

Tools

SAP CRM

Power BI

Job description

ZEISS is seeking a Head of Service Operations in the Huntersville, NC area. This leadership role focuses on scaling and improving the Service and Customer Care organization, driving performance metrics, and delivering high-quality customer support across inquiries, triage, and escalation management.

The role requires strong people leadership, financial discipline, and collaboration with global teams to align service requirements with systems and processes. Hybrid work with travel is expected.