Customer Service & Experience Manager (m/f/d)

You will:

• Create scalable and innovative customer-centric initiatives, and implement customer support strategies in a global scale

• Carry out analyses of service models, service innovations, business development and customer experience and develop concepts on a global level

• 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

• 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

• 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

• 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.

• Responsible for developing and documenting business requirements, use cases, and user stories.

• Share customer insight across the organization to help businesses deeply understand their customers and improve product reliability and customer experience

• Collaborate with other departments and maintain interfaces both locally and globally

You have:

• A successfully completed bachelor's or master's degree in the field of business administration, management, service, innovation, marketing or a comparable qualification

• At least 2 years of professional experience in consulting, strategy, service, business development, product management or marketing

• (Working) Experience abroad

• Strong candidates for this role are self-motivated, hands-on, organized, detail oriented and natural leaders

• Excellent verbal, written, and interpersonal communication skills. Ability to effectively communicate across different hierarchical levels

• Customer and service focused with ability to maintain a positive attitude in a high-stress and fast-paced work environment

• Demonstrated ability to work independently in areas of ambiguity

• Strong analytical ability and decision making skills combined with solution-oriented attitude

• Project management / business process reengineering experience

• Ability to work with a flexible schedule and embrace change enthusiastically

• Ideally experience in the start-up environment

• Fluent knowledge of English, knowledge of German is desirable

Your ZEISS Recruiting Team:

Lameez Peer, Megha Vishwakarma