Project Manager Customer Service – Germany (m/f/d)

As Project Manager, you will independently lead and execute initiatives to optimize processes, systems, and service structures within Customer Operations. You will coordinate internal teams and external partners to ensure successful implementation of strategic programs. You bridge project design and sustainable execution, contributing to operational excellence in ongoing operations. This role offers impact across cross-functional workflows and a focus on harmonizing the customer journey in a regulated, data-driven environment. A key hook is shaping service performance and customer satisfaction at scale.

• Own assigned projects across Customer Operations scope
• Ensure compliance with SOPs, quality, and regulatory requirements
• Analyze and optimize end-to-end customer service processes and workflows
• Lead cross-functional workshops and project meetings
• Prepare management reports and decision proposals
• Improve client satisfaction (NPS) and simplify the customer journey
• Coordinate internal and external stakeholders across multiple functions
• Ensure alignment with service providers and quality standards
• Collaborate with IT, E-Commerce, CX, Market Access, Quality, Order Entry, Logistics, Sales & Marketing
• Contribute to continuous improvement of service performance and efficiency

• Bachelor degree in Business Administration, Service Management, or Business Psychology or equivalent apprenticeship path
• 3–5 years with vendors and customer service; at least 2 years in process/project management
• Experience coordinating cross-functional teams and managing external vendors
• Proven track record of leading and delivering projects
• Experience with SOP governance and audit preparation in a regulated environment
• Strong Excel skills; hands-on mentality
• Familiarity with CRM systems (e.g. Salesforce), Microsoft 365, and analytics tools (Power BI)
• Excellent German and English spoken and written

• cross-functional leadership
• stakeholder management
• negotiation dynamics
• Excel
• CRM systems (Salesforce)
• Microsoft 365