Customer Care Lead

**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](https://www.zeiss.co.in/corporate/home.html). **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