Enablement Project Lead - Customer Service & After Sales

ZEISS is technology and innovation. Founded in Germany, in 1846, ZEISS is an internationally leading technology enterprise operating in the optics and optoelectronics industries across 50 countries. As a company wholly owned by a foundation, ZEISS is committed to responsibility in all its activities.

As a pioneer in scientific optics, it's employees across the globe continue to push the boundaries of what is possible. With a strong focus on quality and innovation, ZEISS creates value for its customers and helps shape new ways of seeing the world.

We’re looking for an Enablement Project Lead – Customer Care & Aftersales to join us in Lisbon supporting ZEISS Extended Reality (XRX), a global Strategic Business Unit, dedicated to delivering cutting-edge XR vision correction and optical systems and building a scalable, customer-centric aftersales ecosystem.

Your Role

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, 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.

The role of Enablement Project Lead – Customer Care & Aftersales will involve:

• Identifying, shaping, and developing new after-sales and warranty initiatives from initial concept through to a clearly defined, viable project ready for implementation
• Leading the conception and initiation of projects, translating strategic objectives, customer needs, and market opportunities into clear project concepts, scope, objectives, business requirements, and success criteria
• Assessing feasibility and developing business cases for new initiatives, including defining options, evaluating benefits, risks, resources, costs, dependencies, and implementation requirements
• Building alignment across stakeholders and leading cross-functional teams through the early stages of project development, working closely with customer care, logistics, IT, quality, regional teams, and service partners
• Translating concepts into actionable project plans and implementation roadmaps, ensuring projects are sufficiently defined and aligned before moving into execution and market roll-out
• Driving projects through initiation, mobilization, and delivery, maintaining strategic alignment while ensuring that the original customer and business objectives are translated into measurable outcomes
• Using operational data, customer feedback, and market insights to identify opportunities, challenge existing approaches, and continuously develop new initiatives that enhance service excellence and business performance

Your Experience:

• Bachelor’s or Master’s degree in Business, Economics, Engineering, Operations, Optical Science, or a related field
• Proven experience in project conception, development, and initiation - experience in aftersales, customer care, operations, or consulting is a strong advantage
• Demonstrated ability to take projects from an initial idea, business need, or strategic opportunity through concept development, feasibility assessment, business case, definition, and mobilization
• Strong ability to translate ambiguous business or customer needs into clearly defined project concepts, including objectives, scope, requirements, success criteria, stakeholders, dependencies, risks, and expected outcomes
• Ability to identify opportunities for improvement and develop scalable future-state models
• Practical experience working with Jira or similar tools for requirements management, project initiation, and collaboration with IT and product teams, including translating business concepts into actionable requirements and backlogs
• Demonstrated ability to build alignment and lead cross-functional teams during the early stages of project development, engaging stakeholders across customer care, logistics, IT, quality, product, and regional teams
• Strong analytical and strategic thinking, with the ability to use customer insights, operational data, and market intelligence to identify opportunities, assess alternatives, and shape new initiatives
• Excellent project leadership and stakeholder management skills, with the ability to move seamlessly from concept and strategy into structured planning, mobilisation, and delivery in an international, fast-paced environment
• Customer-centric mindset with high ownership, entrepreneurial thinking, strong problem-solving skills, and the confidence to create structure where there is ambiguity and turn ideas into executable projects
• Excellent communication skills in English; German or other languages are a plus

Your Benefits

If you join ZEISS, you will have access to a range of benefits, including:

• Health Insurance + Life Insurance
• Meal allowance of 10.20 euros per day
• Flex benefits policy charged once a year to use however the employee wants (gym passes, health expenses, public transport, etc)
• 28 vacation days
• Zeiss lenses discount for employee + direct family
• Wellbeing programs: flexibility around the employee´s family + free appointments per year on different pillars (legal, psychological, nutrition, etc)

Role Details

Working Location is Lisbon with 2 days on-site and 3 days from home

International Travel will be required (10 - 15% estimate)

Right to work in the applicable region; compliant with local employment laws

Apply now to take the next step in joining ZEISS, where you can push technological boundaries, shape markets and contribute to the advancement of society