Customer service Project Manager – Germany (m/f/d)

Job description

JOB DESCRIPTION: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) Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity. We ask for your understanding that we only consider online applications via our online application portal. Applications by email or post cannot be processed. Original documents will not be returned. Connect with us at www.abbott.com, on LinkedIn at https://www.linkedin.com/company/abbott-/ The base pay for this position is N/AIn specific locations, the pay range may vary from the range posted. JOB FAMILY:Customer Service DIVISION:ADC Diabetes Care LOCATION:Germany > Wiesbaden-Delkenheim : G20 ADDITIONAL LOCATIONS: WORK SHIFT:Standard TRAVEL:Yes, 20 % of the Time MEDICAL SURVEILLANCE:No SIGNIFICANT WORK ACTIVITIES:Not Applicable