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

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 deliver cutting-edge XR 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.

Responsibilities

Design, optimize, and continuously 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 cross-functional 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

Experience & Qualifications

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; German and/or additional languages are a plus

Comfortable collaborating across cultures and time zones, with occasional international travel as required

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