Job Description

We are the leading provider of software in the healthcare sector. With our vision that “Nobody should suffer or die because medical information was missing, never and nowhere.”, we are shaping a digital healthcare world in which information is secure, reliable, and available exactly where it is needed.

Our solutions are used by healthcare professionals, institutions, and partners around the globe. To further digitalize and transform our service landscape, we are strengthening our leadership team with a visionary and hands-on executive for digital service and AI-driven automation.

Your contribution:

• Shape the Vision: Shape and execute an AI-first strategy for digital service, closely collaborating with global Customer Care and Field Service leaders to transform operations.
• Turn Insights into Action: Translate business requirements into actionable roadmaps for AI, automation, and digital service capabilities, ensuring customer-centricity and measurable value.
• Scale for Impact: Design and implement globally scalable, digital operating models across all service channels, harmonizing tools and data for efficiency and consistent user experience.
• Lead Intelligent Automation: Lead the development and deployment of agentic AI solutions, automating service processes and enabling end-to-end efficiency, integration, and robust compliance.
• Make Results Measurable: Define and continuously improve KPI frameworks for service quality and automation, driving measurable impact and regular reporting to the executive board.

What you bring along:

• Lead with Experience: Extensive leadership experience in senior roles (e.g. Head/SVP Digital Service, Global Support, AI/Automation), ideally in software/SaaS and preferably Healthcare, Pharma, or MedTech.
• Set the Academic Benchmark: Excellent academic credentials—degree in business administration, engineering, computer science, or a related field from a top-tier university.
• Master Technology: Deep expertise in IT operations, service management (ITIL), and hybrid infrastructures, paired with hands-on proficiency in machine learning, NLP, and agentic AI.
• Speak the Language of Digitalization: Mastery of platforms such as ServiceNow, Salesforce Service Cloud, Dynamics, and Zendesk, with a KPI-driven approach to digital transformation.
• Inspire and Connect: Fluent German and English—enabling cross-functional, global communication; strong analytical skills, hands-on mentality, and a customer-first mindset for leadership in change and innovation.

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, you’ll 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.

Ready to Shape the Future of Digital Healthcare Service?
We are looking for people who feel the power of AI in the eHealth context, want to actively shape change, and are passionate and curious about how technology can make healthcare smarter, simpler, and better.

Diversity is part of CGM! We welcome applications regardless of disability, gender, nationality, ethnic and social background, religion, age, sexual orientation, or identity.

Interested? Apply now online with your complete application documents (including all certificates, salary expectations, and your earliest possible starting date).