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)