Manager (m/f/d) AI Enabled Customer Support Regular Employment - Koblenz - CompuGroup Medical SE & Co. KGaA

    CompuGroup Medical SE & Co. KGaA
    CompuGroup Medical SE & Co. KGaA Koblenz

    vor 1 Tag

    Ganztags
    Beschreibung

    CompuGroup Medical SE & Co. KGaA

    In this newly created role, you will drive the transformation of our international Customer Support towards an AI-enabled, scalable, and data-driven model.

    • 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, knowledge assistance, 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 background from a top-tier, internationally recognized university in business, technology, engineering, or related fields
    • 3–5+ 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; initial team 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 your expertise and 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 of CGM We look forward to receiving your application regardless of disability, gender, nationality, ethnic and social background, religion, age, sexual orientation and identity.

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

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