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Customer Service Operations Manager (f/m/x)

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ZEISS Group

29d ago

  • Job
    Full-time
    Mid Level
  • Customer Relations
    Business, Operations & Strategy
  • Aalen

AI generated summary

  • You must have a master’s degree, 3+ years in consulting or business development, strong communication skills, customer focus, project management experience, and fluency in English; German is a plus.
  • You will lead cross-functional projects, conduct performance reviews, implement improvements, analyze market needs, collaborate with teams, and share customer insights to enhance user experience.

Requirements

  • Master university degree in economics, business or related fields
  • At least 3 years of professional experience in consulting, strategy, service or business development, ideally with working experience abroad
  • Strong candidates for this role are self-motivated, hands-on, organized, detail oriented and natural leaders
  • Excellent verbal, written, and interpersonal communication skills. Ability to effectively communicate across different hierarchical levels
  • Customer and service focus with ability to maintain a positive attitude in a high-stress and fast-paced work environment
  • Demonstrated ability to work independently in areas of ambiguity
  • Strong analytical ability and decision-making skills combined with solution-oriented attitude
  • Project management / business process reengineering experience
  • Ideally experience in the start-up environment
  • Fluent knowledge of English, knowledge of German is desirable

Responsibilities

  • Lead cross-functional customer service operation projects for Augmented Reality products from idea inception to implementation including solution design, project resource and timeline definition plus stakeholder alignment
  • Execute end-to-end process performance reviews for established customer service operation models
  • Design and implement customer service operation improvement initiatives
  • Conduct qualitative and quantitative market studies to understand required product features and user experiences, as well as potential drivers of customer support and develop and execute related action plans
  • Work with cross-functional teams and external partners and be responsible for developing strategies, streamline workflows, and identify scalable solutions
  • Share customer insights across the organization and collaborate with other departments to help them to understand their customers and improve product reliability and customer experience in their day to day business

FAQs

What does the role of a Customer Service Operations Manager entail?

The role involves leading cross-functional customer service operation projects for Augmented Reality products, executing process performance reviews, designing improvement initiatives, conducting market studies, and collaborating with various teams to enhance customer experience.

What qualifications are required for this position?

A Master’s degree in economics, business, or related fields is required, along with at least 3 years of professional experience in consulting, strategy, service, or business development. Experience abroad is considered an advantage.

What skills are essential for success in this role?

Strong candidates should possess self-motivation, organizational skills, attention to detail, leadership qualities, excellent communication abilities, a customer-focused mindset, strong analytical and decision-making skills, and project management experience.

Is experience in a start-up environment preferred?

Yes, ideally, candidates will have experience in a start-up environment, as it is considered beneficial for this role.

Will I need to communicate in German for this position?

While fluent knowledge of English is required, knowledge of German is desirable, especially for non-EU citizens applying for this position.

Is there room for professional development within ZEISS?

Yes, ZEISS offers a spacious modern setting with numerous opportunities for further development and career growth.

What should I include in my application?

Your application should include a resume detailing your relevant experience and qualifications, along with a cover letter that highlights your skills and motivations for applying.

Do I need a work permit to apply for this role?

Yes, a valid work permit for Germany is required for non-EU citizens, and applications without a valid work permit may not be considered.

How does ZEISS value diversity in the workplace?

ZEISS embraces diversity and welcomes applications regardless of gender, nationality, ethnic and social origin, religion, disability, age, sexual orientation, or identity.

What is the work environment like at ZEISS?

The work environment at ZEISS is described as innovative and collaborative, where expert knowledge and team spirit thrive, supported by a unique ownership structure aimed at long-term goals.

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ZEISS Group

Manufacturing & Electronics
Industry
10,001+
Employees
1846
Founded Year

Mission & Purpose

ZEISS is an internationally leading technology enterprise operating in the fields of optics and optoelectronics. In the previous fiscal year, the ZEISS Group generated annual revenue totaling 10 billion euros in its four segments Semiconductor Manufacturing Technology, Industrial Quality & Research, Medical Technology and Consumer Markets (status: 30 September 2023). With around 43,000 employees, ZEISS is active globally in almost 50 countries with around 30 production sites, 60 sales and service companies and 27 research and development facilities (status: 30 September 2023). Founded in 1846 in Jena, the company is headquartered in Oberkochen, Germany. The Carl Zeiss Foundation, one of the largest foundations in Germany committed to the promotion of science, is the sole owner of the holding company, Carl Zeiss AG.