Customer Care Lead

zeissgroup· Carl Zeiss India (Bangalore) Pvt. Ltd.
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📍 New DelhiFull time

About this role

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 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

Frequently Asked Questions

Is the salary disclosed for the Customer Care Lead position at zeissgroup?
The salary for this Customer Care Lead role at zeissgroup is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Customer Care Lead position at zeissgroup located?
This Customer Care Lead role at zeissgroup is based in New Delhi. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Customer Care Lead role at zeissgroup full-time or part-time?
This is listed as a Full time position. It is posted as a Customer Care Lead role in the Carl Zeiss India (Bangalore) Pvt. Ltd. department at zeissgroup.
Which team or department does the Customer Care Lead at zeissgroup belong to?
This Customer Care Lead position is part of the Carl Zeiss India (Bangalore) Pvt. Ltd. department at zeissgroup. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Customer Care Lead position at zeissgroup?
Click the "Apply Now" button on this page. You will be redirected to zeissgroup's official application portal hosted on workday where you can submit your application directly.
When was the Customer Care Lead job at zeissgroup posted?
This Customer Care Lead position at zeissgroup was posted on Sep 4, 2026. Apply as soon as possible — early applications are often reviewed first.
Customer Care Lead
zeissgroup
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You'll be redirected to zeissgroup's official application page on Workday.