Position: Team Lead – Customer Care Operations /n Location: Current Delhi /n 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. /n Key responsibilities include: /n /n
Managing customer care and service operations across assigned locations.

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Monitoring operational performance and ensuring service standards are met.

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Identifying bottlenecks, risks, recurring issues, and driving corrective actions.

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Developing and improving SOPs, workflows, and operational controls.

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Conducting RCA and implementing corrective and preventive actions.

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Preparing dashboards, MIS, and management reports.

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Converting operational data into actionable insights.

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Working with Sales, Supply Chain, Logistics, Quality, Finance, IT, Operations, and external partners.

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Managing customer escalations and improving customer experience.

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Leading or supporting projects related to process improvement, automation, digitisation, and customer experience.

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Supporting team performance reviews, capability development, and governance.





/n /n The candidate should have: /n /n
Bachelor's degree; MBA/PGDM preferred.

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Minimum 6–8 years of experience in Customer Operations, Service Operations, Supply Chain, Fulfilment, or Customer Care.

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Experience in multi-location or high-volume operations preferred.

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Exposure to Healthcare, Optical, Retail, E-commerce, Supply Chain, or service-oriented businesses will be advantageous.

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Strong understanding of service operations and performance management.

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Ability to create SOPs, map processes, identify gaps, and drive standardisation.

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Strong analytical and numerical skills.

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Proficiency in Advanced MS Excel.

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Power BI or dashboarding exposure preferred.

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Strong RCA and problem-solving skills.

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Exposure to 5 Why, Pareto, PDCA, Lean, or Six Sigma preferred.

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Robust stakeholder management and cross-functional coordination skills.

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Valuable written and verbal communication skills.

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Ability to independently take ownership from issue identification to closure.

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

📌 Customer Care Lead Delhi (India)
🏢 Zeiss India
📍 India