Project Manager Customer Service (Health care)_ Germany

Accion Labs; Sweden; Hybrid; SEK 791,000 - 1,017,000; Full time

Job summary

Accion Labs is seeking a Project Manager for Customer Service in Health care to lead cross-functional service improvement initiatives in Wiesbaden, Germany. The role requires driving process optimization, improving customer journeys, and delivering measurable operational results.

You will work with IT, CX, E-Commerce, Logistics, Sales, Marketing, and external providers to implement strategic projects, ensuring quality and regulatory alignment. Proficiency in German and English is essential.

Qualifications

• Bachelor's degree in a related discipline.
• 3–5+ years of experience in Customer Service, Customer Operations, or Service Management.
• Minimum 2 years of Project Management experience with cross-functional stakeholders.
• Fluent German and English (written and verbal).
• Strong communication, presentation, and stakeholder management skills.
• Advanced Microsoft Excel skills.

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 journeys.
• Support initiatives to improve Net Promoter Score (NPS).
• Facilitate workshops, project meetings, and stakeholder discussions.
• Prepare project updates, analyses, and executive presentations.
• Collaborate with IT, CX, E-Commerce, Logistics, Sales, Marketing, Quality and other functions.
• Ensure quality standards, SOPs, and regulatory requirements are met.
• Drive continuous improvement initiatives, automation opportunities, and scalable service solutions.

Skills

Customer Service Operations

Customer Experience

Customer Journey Mapping

Process Improvement

Business Process Optimization

Stakeholder Management

Service Operations

Education

Bachelor's degree in Business Administration, Service Management, Psychology, Operations Management, or related discipline

Tools

Salesforce Service Cloud

Workflow Automation Tools

Job description

Project Manager Customer Service (Health care)_Germany

Location: Wiesbaden, Germany (Hybrid/Onsite)

Salary – Market standards

Position Overview

We are seeking a Project Manager Customer Service 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.

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
• ·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
• ·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,
• ·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

• ·Lean Six Sigma Green Belt / Yellow Belt

Experience with:

• ·Salesforce Service Cloud
• ·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
• ·excellence frameworks.

Required Skills

• ·Customer Service Operations
• ·Customer Experience (CX)
• ·Customer Journey Mapping
• ·Process Improvement
• ·Business Process Optimization
• ·Stakeholder Management
• ·Service Operations
• ·Salesforce Service Cloud