Customer Incident & Service Process Manager (m/f/d)

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 to