Customer Service & Experience Manager (m/w/x)

<p>You will:</p><ul><li><p>Create scalable and innovative customer-centric initiatives, and implement customer support strategies in a global scale</p></li><li><p>Carry out analyses of service models, service innovations, business development and customer experience and develop concepts on a global level</p></li><li><p>Lead cross-functional customer service projects from idea inception to implementation including building business cases, solution design, stakeholder alignment, and defining project resources and timeline</p></li><li><p>Responsible for understanding product features and user experiences, the prediction of support contact drivers as well as the development and execution of action plans that define support processes and policies</p></li><li><p>Work with a cross-functional team and be responsible for developing strategies, driving improvements to customer support processes and tools, incorporate feature improvements, streamline workflows, and identify scalable solutions</p></li><li><p>Analyze end-to-end business processes to identify areas for improvement. Create documents outlining the proposed changes and the steps involved, and then oversee the implementation.</p></li><li><p>Responsible for developing and documenting business requirements, use cases, and user stories.</p></li><li><p>Share customer insight across the organization to help businesses deeply understand their customers and improve product reliability and customer experience</p></li><li><p>Collaborate with other departments and maintain interfaces both locally and globally</p></li></ul><p></p><p></p><h2>You have:</h2><ul><li><p>A successfully completed bachelor's or master's degree in the field of business administration, management, service, innovation, marketing or a comparable qualification</p></li><li><p>At least 3 years of professional experience in consulting, strategy, service, business development, product management or marketing</p></li><li><p>(Working) Experience abroad</p></li><li><p>Strong candidates for this role are self-motivated, hands-on, organized, detail oriented and natural leaders</p></li><li><p>Excellent verbal, written, and interpersonal communication skills. Ability to effectively communicate across different hierarchical levels</p></li><li><p>Customer and service focused with ability to maintain a positive attitude in a high-stress and fast-paced work environment</p></li><li><p>Demonstrated ability to work independently in areas of ambiguity</p></li><li><p>Strong analytical ability and decision making skills combined with solution-oriented attitude</p></li><li><p>Project management / business process reengineering experience</p></li><li><p>Ability to work with a flexible schedule and embrace change enthusiastically</p></li><li><p>Ideally experience in the start-up environment</p></li><li><p>Fluent knowledge of English, knowledge of German is desirable</p></li></ul><p></p><p>Your ZEISS Recruiting Team:</p>Abbie Walters, Megha Vishwakarma