Project Manager (m/f/d) Customer Service - Diabetes Care Germany

About Abbott Abbott is a global health care leader , creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology. In Germany, Abbott has more than 4 ,000 employees working in manufacturing, research and development, logistics , manufacturing, sales and marketing. They are located at Abbott`s German headquarters in Wiesbaden and its sites in Hanover, Neustadt am Rübenberge , Wetzlar , Eschborn , Cologne, Jena and Hamburg. W orking at Abbott At Abbott, you can do work that matters and help people to live a healthier and full life, grow your career, and learn, be your true self. You will have access to: Career development with an international company where you can grow the career you dream of An attractive benefits package ( e.g. attractive Abbott Pension Plan , a company bike, employee stock purchase program) A company r ecognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune. A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists. A challenging position in a fast-growing crisis independent industry To become part of a dynamic, highly educated, highly skilled, and motivated team Flat hierarchies, open appreciative mentality, and efficient, constructive lines of communication Multi-national environment, where we foster the development of our talents within the enterprise Abbott Diabetes Care (ADC) in Wiesbaden is looking for a Project Manager (m/f/d) Customer Service – Diabetes Care Germany based in Wiesbaden The Opportunity 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. This role enables the organization to execute strategic service improvements in a sustainable, scalable, and compliant manner. The Project Manager is a key contributor to aligning operational excellence with Abbott’s business objectives and quality standards. The position serves as a core interface between transformation projects and stable daily operations within Customer Operations. What You\’ll Do 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% Required Qualifications & Skills Degree in Business Administration, Operations or a related commercial field, or equivalent qualification combined with proven experience in customer service (operations) and coordination. Valid Project Management Certification (e.g. Prince2 Practitioner, PMP or equivalent recognized PM certification) Further academic development (e.g. Bachelor’s, Master’s or postgraduate certificate) is a strong advantage 4-5 years of experience in project management, customer service (operations), or service provider 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 Experience in customer service (operations) within a regulated or matrixed organization preferred Background in regulated industries or matrix organizations Additional training in process or operations management (e.g. Lean, Six Sigma or an equivalent Project Management Certificate) 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.com, Magento, and reimbursement systems (egeko, MIP, ZHP/X3) Working knowledge of OneStep and Magento Backoffice is beneficial rtCGM product or diabetes-related knowledge is a strong advantage Solid project management knowledge and practical experience Lean, Six Sigma certification or similar process improvement methods preferred Background in service implementation, automation, or workflow optimization projects is an advantage Strong Excel skills and hands-on mentality Proven ability to collaborate with internal and external stakeholders at different levels Basic understanding of negotiation dynamics High level of ownership, accountability and independent project leadership Strong facilitation, problem-solving, and decision-making capabilities Ability to motivate and coordinate diverse teams 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-/ , on Facebook at www.facebook.com/Abbott and on X @AbbottNews and @AbbottGlobal.