As a leading provider of software solutions for healthcare, we operate in 19 countries and employ nearly 9,000 dedicated professionals. You will work in a dynamic and innovative environment, filled with exciting opportunities. With your commitment and passion, you’ll have 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 heart - ready to see how technology can make healthcare smarter, easier, and better.
Together, we are shaping the future of healthcare. Become part of our mission and make a difference - for a world where knowledge saves lives!
In this role, you will drive service reliability and deliver a seamless end-to-end customer experience across our international Support & Service organization. Working closely with Product and Engineering, you will ensure reliable release commitments, effective incident management, and timely resolution of technical issues. By analyzing operational data and driving process improvements, standards, and automation, you will help shift service delivery from reactive problem-solving to proactive service excellence, improving efficiency and customer satisfaction.
Your contribution:
- Project Management & Continuous Improvement: Drive cross-functional improvement projects end to end - from analyzing data and identifying improvement opportunities to designing solutions, implementing pilots, and rolling out proven approaches across the organization.
- Incident Process Ownership: Own and continuously improve the end-to-end customer incident lifecycle in collaboration with local process owners, covering initial reporting, intake, triage, escalation, resolution, and customer communication.
- Root Cause Analysis: Analyze incident data to identify recurring patterns and underlying causes, such as process gaps, release defects, or onboarding issues, and drive sustainable corrective actions to prevent recurrence.
- Release Quality & Incident Governance: Establish and facilitate a structured governance process to prioritize incidents, coordinate corrective actions, ensure clear ownership, and track resolution progress and cycle times from identification to closure.
- Playbook Development & Knowledge Transfer: Develop and maintain standardized response playbooks for recurring incident scenarios, ensuring that solutions are documented, repeatable, and consistently applied across teams.
- Incident Reviews & Postmortems: Lead blameless, outcome-focused postmortems for significant incidents, ensuring clear action ownership and verifying that root causes are resolved sustainably rather than temporarily patched.
What you bring:
- Professional Experience: 3-5 years of experience in project management, service management, incident management, quality assurance, or a comparable role, ideally in an IT services, software, or technology-driven environment.
- Service Operations Expertise: A solid understanding of customer support and service operations, including incident handling, escalation management, service-level agreements (SLAs), and service quality management.
- Process Design & Root Cause Analysis: Proven ability to analyze incident data, identify patterns and root causes, and translate complex operational workflows into clear, structured, and continuously improvable end-to-end service processes.
- Cross-Functional Collaboration: Experience working across Support, Product Management, and Engineering, with the ability to communicate effectively with both technical and non-technical stakeholders.
- Incident Governance & Quality Management: Experience with structured incident reviews, postmortems, corrective action tracking, and data-driven service performance management.
- Project Management & Execution: Proven ability to manage projects from concept to implementation and deliver sustainable improvements in complex, cross-functional, and ideally international environments.
- Analytical & Data-Driven Mindset: Strong analytical skills and the ability to translate operational data into actionable insights, measurable improvements, and lasting results.
- Communication & Languages: Professional proficiency in both German and English.
- Academic Background: A degree in Business Administration, Information Management, Computer Science, or a related field.
What you can expect from us:
- Mobile Work: Work flexibly from home two days a week and on-site three days a week
- Attractive locations: Our offices offer fully equipped workspaces as well as regular events such as summer parties and Christmas celebrations
- Development: Our in-house academy and a portfolio of external partners support your professional growth
- Health: We place high value on health. At our in-house canteen in Koblenz, you’ll find a daily selection of delicious and healthy meals, and our fully equipped gym offers weekly classes (online & on-site)
- And more: A daycare center on our CGM campus in Koblenz helps employees make their workday more flexible. We also offer corporate benefits, the option of a job bike, company pension schemes, and much more
Diversity is part of CGM! We welcome applications regardless of disability, gender, nationality, ethnic and social background, religion, age, sexual orientation, or identity.
We are looking for people who recognize the power of AI in the eHealth environment, want to help shape change, and are driven by a curious passion to understand how technology can make healthcare smarter, simpler, and better.
Interested? Apply now online with your meaningful application documents (including all certificates, salary expectations, and your earliest possible starting date).