Senior Project Manager – Customer Care & Aftersales (f/m/x) @ Carl Zeiss Extended Reality (XRX)

Step out of your comfort zone, excel and redefine the limits of what is possible. That's just what our employees are doing every single day – in order to set the pace through our innovations and enable outstanding achievements. After all, behind every successful company are many great fascinating people.

In a spacious modern setting full of opportunities for further development, ZEISS employees work in a place where expert knowledge and team spirit reign supreme. All of this is supported by a special ownership structure and the long-term goal of the Carl Zeiss Foundation: to bring science and society into the future together.

Join us today. Inspire people tomorrow.

Diversity is a part of ZEISS. We look forward to receiving your application silence of gender, nationality, ethnic and social origin, religion, philosophy of life, disability, age, sexual orientation or identity.

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Design, optimize, and continuous refine end-to-end after-sales and warranty processes to ensure scalability, operational excellence, and a premium customer experience across all channels Define and challenge business requirements and drive system enablement in close collaboration with IT, data, and local / regional crossfunctional teams Define the global after-sales strategy and lead its rollout across markets and (offline) service partners, ensuring consistent standards and best-practice adoption Coordinate cross-functional workstreams, manage timelines, risks and interdependencies and ensure alignment with leadership, cross-functional teams (e.g. IT), local markets and external partners Translate operational and customer insights into clear business cases and prioritized roadmaps for service enhancements Partner internal stakeholders to drive design-for-serviceability and to reduce field issues, returns, and warranty costs over time

Extensive experience in project / program management, aftersales, customer care, operations, or management consulting in a hardware-focused or device-driven industry (e.g., medical devices, optics, electronics, machinery) Proven track record managing mid- to large-scale, cross-functional projects from strategy to implementation, ideally in an international or multi-market environment Experience designing and improving operational processes, including defining KPIs, setting up dashboards, and implementing continuous improvement methodologies Practical experience with project management and analytical tools to drive projects and derive actional insights. Strong skills in stakeholder management and communication at multiple levels Demonstrated ability to work independently and deliver tangible results in complex and fast-paced environments Fluent in English; English and/or additional languages are a plus Comfortable collaborating across cultures and time zones, with occasional international travel as required