Service Excellence Manager
vor 1 Monat
Service Excellence Manager
The Service Excellence Manager plays a pivotal role in enhancing collaboration, driving continuous service improvements, and ensuring efficient, customer-oriented processes across ZEISS Global Service & Customer Care HQ and SSCs.
Your Role:
- Utilize the Service Excellence Guidebook & Framework to drive service improvements, identifying and implementing the most valuable enhancements for our customers, such as electronic market advancements and remote service initiatives.
- Balance the needs of HQ and SSCs to achieve optimal customer-oriented solutions in service excellence.
- Analyze processes, services, and organization using key metrics to define and implement measures that ensure service excellence and fulfillment of the service agenda.
- Challenge the status quo of SSCs and ZEISS HQ by providing objective assessments, actionable recommendations, and optimizing global service processes.
- Provide guidance on process and performance indicators, offering training and information across different job levels within SSCs.
- Drive the harmonization and standardization of processes and structures, shaping the operational framework of ZEISS for the future.
- Facilitate cooperation between SSC, ZEISS HQ, and regional service leaders.
- Support transformation projects like Fit4 and NextGenCRM with effective communication, preparation, and best practice sharing.
- Lead initiatives that enhance service process optimization and aim to provide differentiated customer service.
- Manage communications with key executive stakeholders, overseeing progress reports and handling escalations. Identify, escalate/mitigate, and resolve business-related issues within the department.
- Lead or monitor cross-functional strategic or operational projects.
- Develop service dashboards and further standardize reporting mechanisms.
Your Profile
- Masters degree in engineering, economy or similar.
- Results-oriented with excellent analytical, organizational, and change management skills.
- Proactive, curious, and creative in addressing challenges. Fluent in German and English, both written and spoken.
- Proven experience in driving projects focused on business process excellence or similar performance improvement areas.
- Highly motivated with a strong customer orientation and business impact focus.
- Effective communicator with the ability to empathize and interact with diverse backgrounds.
- Capable of building collaborative relationships with key stakeholders and leading cross-functional teams.
- Able to take a leadership role, moderating and guiding discussions and decisions between ZEISS HQ, process experts, and SSCs effectively.
Your ZEISS Recruiting Team:
Stefan Schmid
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