Project Manager - Hybrid - Wiesbaden

W Talent; Wiesbaden; Hybride; EUR 65 000 - 90 000; Plein temps

Résumé du poste

Global client in Wiesbaden is seeking a Project Manager - Customer Service to lead customer service improvement initiatives and optimize end-to-end processes. You will collaborate with IT, CX, E-Commerce, Logistics, Sales, and Marketing to drive efficiency and customer satisfaction.

The role requires 3-5 years in customer service/operations and 2+ years in cross-functional project management, with strong analytical and communication skills. Hybrid work with on-site presence in Wiesbaden.

Qualifications

• Bachelor degree in business/managerial field or related discipline.
• 3-5 years in Customer Service/Operations/Experience/Service Management.
• Minimum 2 years of cross-functional project management experience.

Responsabilités

• 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).
• Prepare project updates, business analyses, management reports, and executive presentations.
• Collaborate with IT, Customer Experience, E-Commerce, Logistics, Sales, Marketing, and other functions.
• Ensure compliance with quality standards, SOPs, and regulatory requirements.

Connaissances

Project Management

Customer Service Operations

Customer Experience (CX)

Customer Journey Mapping

Process Improvement

Business Process Optimization

Stakeholder Management

Service Operations

Reporting & Analytics

Continuous Improvement

Lean Six Sigma

Workshop Facilitation

Formation

Bachelor's degree in Business Administration / Service Management

Outils

Salesforce Service Cloud

CRM Systems

Power BI

Microsoft 365

Workflow Automation Tools

Description du poste

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