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 regardless of gender, nationality, ethnic and social origin, religion, philosophy of life, disability, age, sexual orientation or identity.

Apply now! It takes less than 10 minutes.

• Design and optimize end-to-end after-sales and warranty processes to ensure scalability, efficiency, and premium customer experience

• Define business requirements and drive system enablement in collaboration with IT and local / regional cross-functional teams

• Execute and roll out after-sales strategy across markets and (offline) service partners

• Establish KPI based performance management and implement continuous improvement measures

• Lead cross functional initiatives across customer care, logistics, IT, quality, and regional teams

• Derive actionable insights from operational data and customer feedback to enhance service excellence

• 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.