Manager (m/f/d) AI Enabled Customer Support

Your Mission at CGM: 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! 

Your Contribution: 

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: Benefi