Project Manager Customer Service Germany (m/f/d)

This position works out of our Wiesbaden site, Abbott GmbH in the Diabetes Care division.

Primary Objective of Position 

• The Project Manager independently leads and executes projects to optimize processes, systems, and service structures within Customer Operations. 

• The role ensures the successful implementation of strategic initiatives by coordinating internal departments and external partners. 

• As a key contributor to operational excellence, the position bridges project design and sustainable execution within ongoing operations. 

 
Major Accountabilities 

• Full ownership of assigned projects across Customer Operations scope 

• Ensure all operational activities comply with internal SOPs, quality requirements, and regulatory frameworks 

• Analyze, optimize, and document end-to-end customer service processes and cross-functional workflows 

• Lead cross-functional workshops, project meetings and coordination routines 

• Prepare management reports, project updates and decision proposals 

• Understand and improve client satisfaction levels measured in Net Promoter Score (NPS), working towards a harmonized/less complex customer journey 

• Manage internal and external stakeholders across multiple functions 

• Ensure service provider alignment and compliance with business and quality standards 

• Collaborate cross-functionally with multiple departments, e.g. IT, E-Commerce, CX, Market Access and Quality, Order Entry, Logistic, Sales & Marketing 

• Actively contribute to the continuous improvement of service performance, efficiency and customer satisfaction 

• TRAVEL: minimum of 20%

Qualifications:

• Degree: Bachelor (Business Administration, Service Management, Business Psychology) or Possible Apprenticeship: Industrial Clerk (Industriekaufmann/-frau), Office Management Clerk (Kaufmann/-frau für Büromanagement), Dialog Marketing Clerk (Kaufmann/-frau für Dialogmarketing) 

• Valid Project Management Certification (e.g. Prince2 Practitioner, Lean Six Sigma (Yellow/Green Belt) or equivalent recognized PM certification). 

• 3–5 years with vendors and customer service and at least 2 years in process/project management 

• Experience coordinating cross-functional teams and managing external vendors 

• Proven track record of leading and delivering projects 

• Experience with documentation, SOP governance and audit preparation in a regulated environment 

• Strong Excel skills and hands-on mentality 

• Familiarity with CRM systems (e.g. Salesforce), Microsoft 365, and analytics/reporting tools (e.g. Power BI) 

• Very good understanding of IT systems, ideally with experience in Salesforce Service Cloud and reimbursement systems 

• Proven ability to collaborate with internal and external stakeholders at different levels 

• Basic understanding of negotiation dynamics 

• Fluent in German and English (spoken and written)