Manager (mfd) AI Enabled Customer Support

Your Mission at CGM:As a leading provider of software solutions for healthcare weoperatein 19 countries and employnearly 9000dedicated professionals. You will work in a dynamic and innovative environment filled with exciting opportunities. With your commitment and passionyoullhave the chance to make a lasting impact.

CGM Leverages AI:We are looking for people who are inspired by the power of AI in eHealth eager to shape transformation and curious at heartready to see how technology can make healthcare smarter easier and better.

Together we areshapingthe future of healthcare. Become part of our mission and make a differencefor a world where knowledge saves lives!

YourContribution:

Inthisnewlycreatedroleyouwilldrivethetransformationofourinternational Customer Supporttowardsan AI-enabledscalable anddata-drivenmodel.

• End-to-end responsibility for the international AI Enabled Support strategy

• Design and continuous improvement of our global support infrastructure and customer experience (telephony platforms call & chat flows multichannel interaction models etc.)

• Identification development and implementation of AI use cases across the support value chain (automation intelligent routing knowledgeassistance predictive analytics ticket classification etc.)

• Close collaboration with Product IT Engineering Customer Support and Field Service to ensure scalable and sustainable solutions

• Definition and performance tracking of key service KPIs (e.g. FCR turnaround time efficiency gains automation rates incident prevention)

• Build-up and further development of an AI-focused support enablement team

What You Bring Along:

• Outstanding academic backgroundfrom a top-tier internationally recognized universityinbusiness technology engineering or related fields

• 35 years of professional experience in IT service operations digital transformation consulting or enterprise software environments

• Experience in healthcare SaaS or regulated environments is a plus

• Solid understanding of the AI support ecosystem (LLMs chatbots virtual agents automation knowledge systems workflow orchestration analytics)

• Conceptual strength combined with implementation mindset you translate strategy into scalable solutions

• Experience leading cross-functional initiatives;initialteam leadership experience is welcome

• Fluent in English and German; confident in international collaboration

• Strong ownership mentality customer focus and passion for building scalable service excellence

What you can expect from us:

• Training and Development Opportunities:Benefit from tailored training programs and individual development opportunities that help you continuously expand yourexpertiseand stay at the forefront of your field. We invest in your future to collaboratively develop innovative solutions in healthcare.

• Attractive locations with vibrant communities:Our appealing locations are characterized by humanity and solidarity. Here we offer ergonomic workspaces and celebrate our successes with various events.

• Purpose and mission:Become part of a significant mission by helping to shape the future of e-health at the intersection of healthcare and digitalization.

• Events:Be part of exciting internal events and activities that regularly take place both on-site and remotely. Here you can network exchange ideas and benefit from interactions with other experts in the industry to grow together.

• Creative freedom:Get involved in exciting projects and actively shape them. We also offer you diverse opportunities for professional development and long-term perspectives.

Diversity is part ofCGM! We look forward to receiving your application regardless of disability gender nationality ethnic and social background religion age sexualorientationand identity.

Convinced Apply online now with your detailed application documents (including salary expectations and earliest possible starting date).