The Opportunity
1. The Project Manager independently leads and executes projects to optimize processes, systems, and service structures within Customer Operations.
2. The role ensures the successful implementation of strategic initiatives by coordinating internal departments and external partners.
3. As a key contributor to operational excellence, the position bridges project design and sustainable execution within ongoing operations.
4. This role enables the organization to execute strategic service improvements in a sustainable, scalable, and compliant manner.
5. The Project Manager is a key contributor to aligning operational excellence with Abbott’s business objectives and quality standards.
6. The position serves as a core interface between transformation projects and stable daily operations within Customer Operations.
What You'll Do
7. Full ownership of assigned projects across Customer Operations scope
8. Ensure all operational activities comply with internal SOPs, quality requirements, and regulatory frameworks
9. Analyze, optimize, and document end-to-end customer service processes and cross-functional workflows
10. Lead cross-functional workshops, project meetings and coordination routines
11. Prepare management reports, project updates and decision proposals
12. Understand and improve client satisfaction levels measured in Net Promoter Score (NPS), working towards a harmonized/less complex customer journey
13. Manage internal and external stakeholders across multiple functions
14. Ensure service provider alignment and compliance with business and quality standards
15. Collaborate cross-functionally with multiple departments, e.g. IT, E-Commerce, CX, Market Access and Quality, Order Entry, Logistic, Sales & Marketing
16. Actively contribute to the continuous improvement of service performance, efficiency and customer satisfaction
TRAVEL: minimum of 20%
Required Qualifications & Skills
17. Degree in Business Administration, Operations or a related commercial field, or equivalent qualification combined with proven experience in customer service (operations) and coordination.
18. Valid Project Management Certification (e.g. Prince2 Practitioner, PMP or equivalent recognized PM certification)
19. Further academic development (e.g. Bachelor’s, Master’s or postgraduate certificate) is a strong advantage
20. 4-5 years of experience in project management, customer service (operations), or service provider management
21. Experience coordinating cross-functional teams and managing external vendors
22. Proven track record of leading and delivering projects
23. Experience with documentation, SOP governance and audit preparation in a regulated environment
24. Experience in customer service (operations) within a regulated or matrixed organization preferred
25. Background in regulated industries or matrix organizations
26. Additional training in process or operations management (e.g. Lean, Six Sigma or an equivalent Project Management Certificate)
27. Familiarity with CRM systems (e.g. Salesforce), Microsoft 365, and analytics/reporting tools (e.g. Power BI)
28. Very good understanding of IT systems, ideally with experience in Salesforce.com, Magento, and reimbursement systems (egeko, MIP, ZHP/X3)
29. Working knowledge of OneStep and Magento Backoffice is beneficial
30. rtCGM product or diabetes-related knowledge is a strong advantage
31. Solid project management knowledge and practical experience
32. Lean, Six Sigma certification or similar process improvement methods preferred
33. Background in service implementation, automation, or workflow optimization projects is an advantage
34. Strong Excel skills and hands-on mentality
35. Proven ability to collaborate with internal and external stakeholders at different levels
36. Basic understanding of negotiation dynamics
37. High level of ownership, accountability and independent project leadership
38. Strong facilitation, problem-solving, and decision-making capabilities
39. Ability to motivate and coordinate diverse teams
40. Fluent in German and English (spoken and written)