Job Description
Position: Team Lead – Customer Care Operations
nLocation: Chennai
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nThe 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.
nKey responsibilities include:
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- Managing customer care and service operations across assigned locations.n
- Monitoring operational performance and ensuring service standards are met.n
- Identifying bottlenecks, risks, recurring issues, and driving corrective actions.n
- Developing and improving SOPs, workflows, and operational controls.n
- Conducting RCA and implementing corrective and preventive actions.n
- Preparing dashboards, MIS, and management reports.n
- Converting operational data into actionable insights.n
- Working with Sales, Supply Chain, Logistics, Quality, Finance, IT, Operations, and external partners.n
- Managing customer escalations and improving customer experience.n




- Leading or supporting projects related to process improvement, automation, digitisation, and customer experience.n
- Supporting team performance reviews, capability development, and governance.n

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nThe candidate should have:
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- Bachelor’s degree; MBA/PGDM preferred.n
- Minimum 6–8 years of experience in Customer Operations, Service Operations, Supply Chain, Fulfilment, or Customer Care.n
- Experience in multi-location or high-volume operations preferred.n
- Exposure to Healthcare, Optical, Retail, E-commerce, Supply Chain, or service-oriented businesses will be advantageous.n
- Strong understanding of service operations and performance management.n
- Ability to create SOPs, map processes, identify gaps, and drive standardisation.n
- Strong analytical and numerical skills.n
- Proficiency in Advanced MS Excel.n
- Power BI or dashboarding exposure preferred.n
- Robust RCA and pr

📌 Customer Care Lead (Tamil Nadu)
🏢 Zeiss India
📍 Tamil Nadu