Position: Team Lead – Customer Care Operations

Location: New Delhi The 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.

Key responsibilities include
Managing customer care and service operations across assigned locations. - Monitoring operational performance and ensuring service standards are met. - Identifying bottlenecks, risks, recurring issues, and driving corrective actions. - Developing and improving SOPs, workflows, and operational controls. - Conducting RCA and implementing corrective and preventive actions. - Preparing dashboards, MIS, and management reports. - Converting operational data into actionable insights. - Working with Sales, Supply Chain, Logistics, Quality, Finance, IT, Operations, and external partners. - Managing customer escalations and improving customer experience. - Leading or supporting projects related to process improvement, automation, digitisation, and customer experience. - Supporting team performance reviews, capability development, and governance.





The candidate should have
Bachelor's degree; MBA/PGDM preferred. - Minimum 6–8 years of experience in Customer Operations, Service Operations, Supply Chain, Fulfilment, or Customer Care. - Experience in multi-location or high-volume operations preferred. - Exposure to Healthcare, Optical, Retail, E-commerce, Supply Chain, or service-oriented businesses will be advantageous. - Robust understanding of service operations and performance management. - Ability to create SOPs, map processes, identify gaps, and drive standardisation. - Strong analytical and numerical skills. - Proficiency in Advanced MS Excel. - Power BI or dashboarding exposure preferred. - Strong RCA and problem-solving skills. - Exposure to 5 Why, Pareto, PDCA, Lean, or Six Sigma preferred. - Robust stakeholder management and cross-functional coordination skills. - Positive written and verbal communication skills. - Ability to independently take ownership from issue identification to closure.

The ideal candidate should be operations-first, data-driven, process-oriented, and capable of independently driving improvement initiatives.

📌 Customer Care Lead Delhi
🏢 Zeiss India
📍 Delhi