Customer Incident & Service Process Manager (mfd)
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Job Summary
As a leading provider of software solutions for healthcare we operate in 19 countries and employ nearly 9000 dedicated professionals. You will work in a dynamic and innovative environment filled with exciting opportunities. With your commitment and passion youll 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 are responsible for the end-to-end experience of our customers in support and service from the first contact to the final resolution. You dont just look at individual touchpoints but at the entire journey: intake routing processing resolution and feedback. The ambition behind this is clear: our customers should not experience internal complexity they should experience service. Thats why you systematically analyze friction points drive improvements based on data and deliberately leverage tools standards and automation to measurably increase customer satisfaction.
Your contribution:
Own the end-to-end incident process:Map document and continuously improve the full customer incident lifecycle from the first inbound signal through intake triage escalation resolution and customer communication ensuring a seamless experience at every step.
Detect and act on customer impact patterns:Identify early when multiple customers are experiencing the same issue (e.g. a customer hotline outage a recurring error after a release) aggregate these signals and coordinate a structured timely response across teams.
Connect the dots across Support Product and Engineering:Ensure customer issues reach the right teams at the right time and that customers never have to repeat themselves or navigate internal silos to get a resolution.
Analyze trends and eliminate root causes:Systematically evaluate incident data to identify recurring patterns and underlying causes (e.g. process gaps release defects onboarding issues) and drive their permanent resolution reducing incident recurrence by at least 1 percentage point per month.
Lead the Incident Review Board:Establish and facilitate a regular governance forum that prioritizes incidents tracks corrective actions and enforces clear ownership with measurable cycle times from identification to closure below 14 days.
Build playbooks and transfer knowledge:Develop and maintain response playbooks for frequent incident scenarios (e.g. customer hotline outages mass login failures after updates) ensuring that solutions are documented repeatable and embedded across teams.
Drive structured postmortems:Lead blameless outcome-focused retrospectives for significant incidents with clear action ownership and measurable verification that the issue has been genuinely resolved not just patched.
What you bring along:
Several years of experience in Customer Support Operations Service Management or IT Service Delivery in complex software environments
Proven ability to map document and redesign end-to-end service processes you can take complex operational flows and make them clear structured and improvable
Strong analytical mindset: you spot patterns in incident data and reliably distinguish between symptoms and root causes
Experience working across Support Product Management and Engineering you can communicate effectively with both technical and non-technical stakeholders
Familiarity with ITSM tools such as ServiceNow Jira or comparable platforms
Experience with customer SLAs escalation management and data-driven service quality steering
Experience establishing and running structured incident review postmortem or governance frameworks across teams or products
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 youll 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).
Required Experience:
Manager
About Company
CompuGroup Medical is one of the leading e-health companies in the world. Based in Austin, Texas, CompuGroup Medical US has offices across the United States in locations including Arizona, Maryland, South Carolina, California, Missouri, New Hampshire, Florida, and Texas. CGM US has o ... View more
