Manager of AI-Enabled Customer Support | Manager AI Enabled Customer Support Full - time (m/w/d)
CompuGroup Medical SE & Co. KGaA
Job Summary
As the Manager of AI-Enabled Customer Support, you will spearhead the transformation of international customer support into a scalable, data-driven, and AI-powered model. Your daily responsibilities include designing global support infrastructure, optimizing multichannel interaction models, and implementing AI use cases such as intelligent routing, predictive analytics, and automated ticket classification. You will work closely with IT, Engineering, and Product teams to ensure sustainable solutions while tracking key performance indicators like automation rates and First Contact Resolution (FCR). This newly created role is ideal for a strategic thinker with an implementation mindset who is passionate about building a high-performing, AI-focused support enablement team. The position offers significant creative freedom and the opportunity to shape the future of e-health within a leading international organization, making it a unique career step for professionals at the intersection of technology and service operations.
Required Skills
Education
University degree (Bachelor's or Master's) in Business, Technology, Engineering, or a related field from an internationally recognized institution.
Experience
- 3–5+ years of professional experience in IT, service operations, digital transformation, consulting, or enterprise software environments
- Professional experience in leading cross-functional initiatives and initial team leadership
- Experience in healthcare, SaaS, or regulated environments is preferred
- Proven track record in implementing AI use cases and scaling service solutions
Languages
Additional
- Must provide salary expectations and earliest possible starting date. Role involves international collaboration and requires a strong ownership mentality.
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