About ZEISS VisioGen
ZEISS VisioGen is building the future of AI-powered healthcare by developing human-verified clinical communication solutions for ophthalmology practices. We combine cutting-edge Generative AI with clinical expertise to build scalable, production-ready applications that enhance patient engagement and improve healthcare delivery.
Role Purpose
The Senior Manager – Global Customer Implementation & Service Operations will build and lead the global operational function responsible for:
Customer implementation and onboarding
Go-live management and post-launch stabilization
Round-the-clock service coordination and ticket control
The role will ensure that every clinic moves from signed agreement to stable live operation through a controlled, repeatable and customer-friendly process.
The Senior Manager will also establish a centralized 24×7 service-control operation that acts as the single customer-facing coordination layer for support requests, incidents and escalations.
This position is responsible for operational ownership and customer coordination.
Technical issues will be resolved by Forward Engineering, while data, clinical, quality and product-related matters will be directed to their respective resolver teams.
Key Responsibilities
1. Global Operating Model
Build a scalable global Customer Implementation and Service Operations function for the United States, APAC and future European markets.
Establish one global operating standard while accommodating regional requirements, languages, channels, time zones and regulatory considerations.
Define transparent accountability between:
Implementation and onboarding
Go-live stabilization
Service coordination and ticket control
Customer Success
Forward Engineering
Data Operations
Clinical Operations and Quality
Product Management
Maintain one global customer-facing support entry point, supported by regional and functional routing behind the scenes.
2. Implementation and Onboarding Governance
Own the end-to-end