Job Description

At ZEISS Extended Reality (XRX), a newly established global Strategic Business Unit in the scale-up phase, we are dedicated to innovation and excellence. Our goal is to delivercutting-edgeXR vision correction and optical systems to consumers around the world, ensuring we are the preferred partner in the XR market. We empower our customers and individuals with solutions that enhance productivity and change the way we work and live

The purpose of this position is to build and scale a high-performing, customer-centric aftersales ecosystem for ZEISS Extended Reality’s global business. The role ensures that customer care, which covers topics such as warranty set-ups, complaint and escalation management, and service operations are strategically aligned, operationally robust, and ready to support innovative hardware products in a direct-to-consumer environment. By leading cross functional initiatives and driving system and process excellence, the position enables consistent service quality, operational efficiency, and continuous improvement across markets.

Your role

• Design andoptimizeend-to-endafter-salesandwarrantyprocessestoensurescalability,efficiency, and premiumcustomerexperience

• DefinebusinessrequirementsanddrivesystemenablementincollaborationwithIT andlocal regionalcross-functionalteams

• Execute and roll outafter-salesstrategyacrossmarketsand (offline)servicepartners

• EstablishKPIbasedperformancemanagementandimplementcontinuousimprovementmeasures

• Leadcrossfunctionalinitiativesacrosscustomercare,logistics, IT,quality, and regionalteams

• Deriveactionableinsightsfromoperationaldataandcustomerfeedbacktoenhanceserviceexcellence

Your profile

• Bachelor’s or Master’s degree in Business, Economics, Engineering, Operations, Optical Science, or related field.
• Experience in project management, aftersales, customer care, operations, or consulting in hardware-focused industries; optometry background is a plus.
• Strong expertise in aftersales and customer care processes, including warranty, returns, repair flows, service logistics, and escalation management.
• Proven skills in operational excellence, process design, and strategic thinking to develop scalable, customer-centric service models.
• Practical experience with Jira or similar tools for system and requirements management, including backlog coordination with IT and product teams.
• Demonstrated ability to define and monitor KPIs, analyze operational performance, and implement sustainable improvements.
• Excellent cross-functional project leadership and stakeholder management skills in international, fast-paced environments.
• Customer-centric mindset with high ownership, execution drive, continuous improvement orientation, and strong communication abilities in English (German or other languages a plus).

Rooted in the ZEISS culture, we prioritize collaboration, integrity, ambition, and an entrepreneurial growth mindset, all supported by a commitment to continuous learning. We foster an inclusive environment where diverse perspectives and performance are valued and important to our success. Our teams are encouraged to grow both personally and professionally. At XRX, we offer competitive compensation packages and benefits, and ample opportunities for professional development. Join us and be part of a team that champions innovation, collaboration, and excellence.

Your ZEISS Recruiting Team:

Ronan McHugh