I'm recruiting for a Project Manager - Customer Service for ourGlobal clientto lead initiatives focused on improving customer service operations, service processes, customer experience, and
operational efficiency.
This role will work closely with cross-functional teams including IT, Customer Experience, E-Commerce, Logistics, Sales, Marketing, and external service providers to drive continuous improvement and implement strategic customer service projects.
Project Manager - Customer Service
Permanent Role - Salary - Negotiable Dependent Upon Experience
Location: Wiesbaden - Hybrid - 3 days on-site
Key Responsibilities
Lead and manage customer service and operational improvement projects from
planning through implementation.
Analyse, optimise, and document end-to-end customer service processes and
cross-functional workflows.
Identify opportunities to improve process efficiency, service quality, and
customer satisfaction.
Support initiatives to enhance customer journeys and improve Net Promoter
Score (NPS).
Facilitate workshops, project meetings, and stakeholder discussions.
Prepare project updates, business analyses, management reports, and
executive presentations.
Collaborate with IT, Customer Experience, E-Commerce, Logistics, Sales,
Marketing, Quality, and other business functions.
Ensure compliance with quality standards, SOPs, and regulatory requirements.
Manage relationships with internal stakeholders, external vendors, and service
providers.
Drive continuous improvement initiatives, automation opportunities, and
scalable service solutions.
Required Qualifications
Bachelor's degree in Business Administration, Service Management, Psychology, Operations Management, or related discipline.
3-5 years of experience in Customer Service, Customer Operations, Customer Experience, or Service Management.
Minimum 2 years of Project Management experience involving cross-functional
stakeholders.
Proven track record of delivering process improvement, operational excellence, or customer service transformation projects.
Strong understanding of customer service processes and operational workflows.
Excellent communication, presentation, and stakeholder management skills.
Strong analytical and problem-solving capabilities.
Advanced Microsoft Excel skills.
Fluent German and English communication skills (written and verbal).
Preferred Qualifications
Project Management certifications such as:
Prince2
Lean Six Sigma Green Belt / Yellow Belt
PMP
Agile / Scrum
Experience with:
Salesforce Service Cloud
CRM Platforms
Microsoft 365
Power BI
Workflow Automation Tools
Experience in Healthcare, Medical Devices, Pharmaceuticals, or regulated
industries.
Experience working within matrix organizations.
Knowledge of customer journey mapping, process optimization, and service
excellence frameworks.
Required Skills
Project Management
Customer Service Operations
Customer Experience (CX)
Customer Journey Mapping
Process Improvement
Business Process Optimization
Stakeholder Management
Service Operations
Salesforce Service Cloud
CRM Systems
Power BI
Microsoft 365
Reporting & Analytics
Continuous Improvement
Lean Six Sigma
Workshop Facilitation
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Project Manager - Hybrid - Wiesbaden Arbeitgeber: W Talent
Als Arbeitgeber in der dynamischen Genfer Wirtschaftslandschaft bietet unser Unternehmen nicht nur ein inspirierendes Arbeitsumfeld, sondern auch zahlreiche Möglichkeiten zur beruflichen Weiterentwicklung. Wir fördern eine Kultur der Zusammenarbeit und des Wissensaustauschs, die es unseren Mitarbeitern ermöglicht, ihre Fähigkeiten zu erweitern und sich in ihrer Karriere weiterzuentwickeln. Zudem profitieren Sie von flexiblen Arbeitszeiten und einer attraktiven Vergütung, die Ihre Expertise im Bereich Swiss GAAP RPC wertschätzt.
