{"id":344016,"url":"https://alion.io/job/zeiss-customer-care-lead","title":"Customer Care Lead","company":{"id":5290,"name":"Zeiss","domain":"zeiss.com","url":"https://alion.io/company/zeiss","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":80,"open_postings":176,"ghost_share":0,"stale_share":0.813,"repost_share":0.011,"time_to_fill_p50_days":38,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New Delhi, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"CAPA","optional":false},{"name":"Microsoft Excel","optional":false},{"name":"Power BI","optional":false}],"status":"live","first_seen_at":"2026-09-04T00:00:00Z","employer_posted_date":"2026-09-04","last_verified_at":"2026-10-31T22:15:36Z","board_verified":true,"closed_at":null,"days_open":58,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":58},"description":"ZEISS in India\nZEISS 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.\nZEISS 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.\nFurther information at ZEISS India.\nPosition: Team Lead - Customer Care Operations\nLocation: New Delhi\nFunction: Customer Care - Vision Care\nThe 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.\nKey responsibilities include:\nManaging customer care and service operations across assigned locations.\nMonitoring operational performance and ensuring service standards are met.\nIdentifying bottlenecks, risks, recurring issues, and driving corrective actions.\nDeveloping and improving SOPs, workflows, and operational controls.\nConducting RCA and implementing corrective and preventive actions.\nPreparing dashboards, MIS, and management reports.\nConverting operational data into actionable insights.\nWorking with Sales, Supply Chain, Logistics, Quality, Finance, IT, Operations, and external partners.\nManaging customer escalations and improving customer experience.\nLeading or supporting projects related to process improvement, automation, digitisation, and customer experience.\nSupporting team performance reviews, capability development, and governance.\nThe candidate should have:\nBachelor’s degree; MBA/PGDM preferred.\nMinimum 6-8 years of experience in Customer Operations, Service Operations, Supply Chain, Fulfilment, or Customer Care.\nExperience in multi-location or high-volume operations preferred.\nExposure to Healthcare, Optical, Retail, E-commerce, Supply Chain, or service-oriented businesses will be advantageous.\nStrong understanding of service operations and performance management.\nAbility to create SOPs, map processes, identify gaps, and drive standardisation.\nStrong analytical and numerical skills.\nProficiency in Advanced MS Excel.\nPower BI or dashboarding exposure preferred.\nStrong RCA and problem-solving skills.\nExposure to 5 Why, Pareto, PDCA, Lean, or Six Sigma preferred.\nStrong stakeholder management and cross-functional coordination skills.\nGood written and verbal communication skills.\nAbility to independently take ownership from issue identification to closure.\nThe ideal candidate should be operations-first, data-driven, process-oriented, and capable of independently driving improvement initiatives.\nYour ZEISS Recruiting Team:\nItishree Pani","description_format":"text","description_chars":2907,"description_truncated":false,"requirements":{"experience_years_min":6,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Surgical Instruments & Devices","Eyewear","Medical Imaging Systems","Semiconductor Equipment"],"lifecycle":[{"event":"open","at":"2026-09-05T18:20:02Z"}],"visa":[],"liveness":{"score":19,"band":"cold","label":"Long shot","p_open":1,"p_active":0.525,"p_room":0.36,"age_days":57,"expected_fill_days":38,"reasons":["conf:2","stale_co","velocity","win:tail","crowd:brand"],"computed_at":"2026-10-31T05:58:55Z"},"pay":null,"html_url":"https://alion.io/job/zeiss-customer-care-lead","json_url":"https://alion.io/job/zeiss-customer-care-lead.json","meta":{"generated_at":"2026-11-01T05:12:58Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":8086,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-02T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":5290},"rest":"https://alion.io/mcp/rest/get_company?id=5290"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fzeiss-customer-care-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fzeiss-customer-care-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fzeiss-customer-care-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/zeiss-customer-care-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fzeiss-customer-care-lead"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":344016}},{"tool":"search_jobs","arguments":{"company":"zeiss.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":344016},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}