Project Manager - Wiesbaden - Hybrid

I'm recruiting for a Project Manager - Customer Service for our Global client to 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.

Permanent Role - Salary - Negotiable Dependent Upon Experience

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 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




• Experience working within matrix organizations.

Knowledge of customer journey mapping, process optimization, and service