Head of Service Operations
Core
Senior management role leading operational performance, scalability, and continuous improvement of the Service and Customer Care organization for ZEISS.
Role type
Senior management, Service Operations Head
Builds
Standardized, data-driven processes for customer request intake, triage, remote/technical support, contract renewals, and after-sales support.
Domain
Industrial Quality & Research / Medical Technology / Semiconductor Manufacturing Technology
Required skills
People leadership, financial discipline, analytical discipline, process ownership, cross-functional influence, lean process implementation, root-cause problem solving, data analysis, training design.
Preferred skills
None stated
Technologies
CRM, digital tools, ticketing systems
Responsibilities
Lead and develop customer interaction center, remote/technical support, contract renewal, and after-sales teams; own service operations processes and SOPs; provide analytics and reporting on KPIs and performance metrics; manage daily operations and escalations; design and deliver technical training programs.
Seniority
Senior, hands-on IC