Jobs and Careers

Manager Business Process Excellence – SAP S/4HANA Service to Customer

ZEISS Group

White Plains, United Statesfull_timeVerifiedPosted 27 Mar 2025

💰 $160,000/yr($140,000/yr – $160,000/yr)

About the role

About Us:

How many companies can say they’ve been in business for over 177 years?!

Here at ZEISS, we certainly can! As the pioneers of science, ZEISS handles the everchanging environments in a fast-paced world, meeting it with cutting edge of technologies and continuous advancements. ZEISS believes that innovation and technology are the key to a sustainable future and solutions for global change. We have a diverse range of portfolios throughout the ZEISS family in segments like, Industrial Quality & Research, Medical Technology, Consumer Markets and Semiconductor Manufacturing Technology. We are a global company with over 42,000 employees and have over 4,000 in the US and Canada alone! Make a difference, come join the team!

What’s the role?

The Manager Business Process Excellence – Service to Customer plays a crucial role in leading the transformation of ZEISS's service and customer interaction processes within the SAP S/4HANA framework. This strategic position focuses on enhancing the efficiency and effectiveness of all customer-related processes, from order management to returns and claims, ensuring a seamless and high-quality customer service experience.

Location: Hybrid position 3/2 in White Plains, NY

Sound Interesting?

Here’s what you’ll do:

Oversee and optimize processes related to customer order management, including sales order creation and invoicing consistent with ZEISS’s commercialization models. Enhance customer engagement and satisfaction through streamlined service delivery.
Develop and implement efficient returns and claims management processes, including follow-up activities such as in-house repairs, scrapping, and refund control, ensuring compliance and customer satisfaction.
Manage and improve the demand forecasting and inventory management of spare parts, ensuring alignment with customer needs and operational capabilities.
Generate and analyze service-related reports concerning sales volume and quantity to identify trends, challenges, and opportunities for improvement.
Ensure high integration with adjacent processes like logistics, intercompany sales, and purchasing. Collaborate closely with related departments to optimize cross-functional workflows and system integration.
Lead external consulting support within your workstream. Regularly engage with fellow workstream leads for best practice sharing and integration into related processes or systems such as CRM. Develop and implement strategic plans that align with ZEISS’s broader business goals.
Communicate effectively with all levels of the organization to promote the transformation agenda. Manage change proactively by engaging stakeholders and facilitating adaptation to new processes and systems.

Do you qualify?

Master’s degree in Business Administration, Industrial Engineering, Finance, or a related field.
Significant experience in managing projects focused on business process excellence, particularly within SAP ERP transformations in Sales, Service, and Distribution.
Demonstrated ability to develop strategic plans and lead change management initiatives.
Strong analytical, organizational, and communication skills.
Exceptional leadership and strategic thinking skills.
Advanced project management capabilities.
Strong interpersonal and communication skills, capable of working with diverse teams and influencing senior leadership.
Proficient in change management, capable of driving change across the organization.
Proficiency in English is required; German language skills are highly desirable.