Project Manager Customer Service (Health care)_ Germany

Project Manager Customer Service (Health care)_ GermanyLocation: Wiesbaden, Germany (Hybrid/Onsite)Salary – Market standards Position OverviewWe are seeking a Project Manager Customer Service to lead initiatives focused onimproving customer service operations, service processes, customer experience, andoperational efficiency. This role will work closely with cross-functional teams includingIT, Customer Experience, E-Commerce, Logistics, Sales, Marketing, and externalservice providers to drive continuous improvement and implement strategic customerservice projects.Key Responsibilities· Lead and manage customer service and operational improvement projects from· planning through implementation.· Analyze, optimize, 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 QualificationsProject Management certifications such as:· Prince2· Lean Six Sigma Green Belt / Yellow Belt· PMP· Agile / ScrumExperience 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 FacilitationIf you have relevant experience and are interested in exploring this opportunity, please send your updated CV to mary.priscilina@accionlabs.com or connect with me directly on Linked RegardsMary Priscilina