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Manager of AI-Enabled Customer Support | Manager AI Enabled Customer Support Regular (m/w/d)

CompuGroup Medical SE & Co. KGaA

Koblenz am Rhein, Rheinland-Pfalz, Deutschland
Published Feb 23, 2026
Full-time
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Job Summary

This is a newly created strategic role at CompuGroup Medical focused on transforming international customer support into a scalable, data-driven, and AI-powered operation. As the Manager of AI-Enabled Customer Support, you will hold end-to-end responsibility for the global support strategy, designing multichannel interaction models and implementing high-impact AI use cases such as intelligent routing, automated ticket classification, and predictive analytics. You will collaborate closely with IT, Engineering, and Product teams to build a sustainable global infrastructure while defining and tracking key performance indicators like First Contact Resolution (FCR) and automation rates. This position is ideal for a forward-thinking professional who combines conceptual strategy with a hands-on implementation mindset. It offers the unique opportunity to build an AI-focused enablement team from the ground up and shape the future of e-health service excellence in a leading international healthcare software environment.

Required Skills

Education

Outstanding academic degree from a top-tier, internationally recognized university in Business, Technology, Engineering, or a related field.

Experience

  • 3–5+ years of professional experience in IT, service operations, digital transformation, consulting, or enterprise software environments
  • Proven experience in leading cross-functional initiatives
  • Experience in healthcare, SaaS, or regulated environments is preferred
  • Initial team leadership experience is welcome
  • Experience in designing global support infrastructure and multichannel interaction models

Languages

German (Fluent)English (Fluent)

Additional

  • Must provide salary expectations and earliest possible starting date with the application. Position involves international collaboration and requires a strong ownership mentality.

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