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Customer Incident & Service Process Manager (m/f/d)
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Customer Incident & Service Process Manager (m/f/d)
- Koblenz, Rhineland-Palatinate, Germany
- Koblenz, Rhineland-Palatinate, Germany
Über
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 are responsible for the end-to-end experience of our customers in support and service, from the first contact to the final resolution. You don’t 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. That’s 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
Sprachkenntnisse
- English
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