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:
- End-to-end responsibility for the customer journey in support and service, from the initial inquiry through routing and processing to resolution and structured feedback collection
- Steering and continuous improvement of key CX metrics, including an NPS target of +45, an early resolution rate of >80%, and a 30% reduction in repeat contacts, in order to measurably and sustainably enhance the customer experience
- Selection, configuration, and optimization of the tools that underpin the customer journey, including customer portals, self-service solutions, routing logic, and feedback systems
- Systematic identification of friction points along the journey to eliminate the underlying causes of waiting times, escalations, or recurring contacts
- Design of effective self-service and deflection mechanisms that guide customers quickly and clearly to a solution while reducing manual effort
- Coordination of the rollout of new journey standards, processes, and tools across up to 19 countries and ensuring that they are not only introduced, but also sustainably adopted in day-to-day operations
What you bring:
- Several years of experience in customer experience, service design, customer operations or a comparable field, ideally in a software, SaaS, or IT services context
- An excellent academic background, preferably from a leading university, ideally in business administration, business psychology, business informatics, service design, or a comparable discipline
- A strong passion for customer satisfaction and a clear understanding of how to translate customer experience into concrete operational improvements
- Experience with CX platforms, self-service architectures, customer portals, or workflow tools such as Salesforce, ServiceNow, Zendesk, Freshdesk, or comparable solutions
- A data-driven working style and the ability to use journey analytics, NPS feedback, and support data in a targeted way for prioritization and optimization
- Strong process-oriented thinking from the customer’s perspective, combined with a high affinity for automation, standardization, and scalable service excellence
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
Diversity is part of CGM! We welcome applications regardless of disability, gender, nationality, ethnic and social background, religion, age, sexual orientation, or identity.
We are looking for people who recognize the power of AI in the eHealth environment, want to help shape change, and are driven by a curious passion to understand how technology can make healthcare smarter, simpler, and better.
Interested? Apply now online with your meaningful application documents (including all certificates, salary expectations, and your earliest possible starting date).
Skills Required
- Several years of experience in customer experience, service design, or customer operations
- Excellent academic background in business administration, business psychology or related fields
- Experience with CX platforms, self-service architectures, customer portals
- Data-driven working style using analytics and feedback for optimization
- Strong process-oriented thinking with affinity for automation and standardization
CompuGroup Medical US Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about CompuGroup Medical US and has not been reviewed or approved by CompuGroup Medical US.
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Leave & Time Off Breadth — Paid time off, sick leave, and company holidays are part of the package, and feedback suggests the time-off policies are viewed favorably by many.
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Retirement Support — A 401(k) plan with company match is offered, which feedback suggests adds meaningful value to total rewards.
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Flexible Benefits — Remote or flexible work options are available in some roles and are framed as part of the total package, which feedback suggests can improve perceived value even when base pay varies.
CompuGroup Medical US Insights
What We Do
CompuGroup Medical is a global e-health provider with a comprehensive portfolio of cutting-edge IT solutions for the healthcare industry. We connect doctors, hospitals, community health facilities, dentists, pharmacists, health insurers and other service providers to create an integrated network of all healthcare stakeholders. As a result, we can help these organizations improve efficiency, optimize care and increase patient satisfaction while also improving profitability. Our market-leading solutions include everything from electronic health records to innovative practice management systems. These solutions are present in over 400,000 practices and healthcare organizations worldwide. We are also proud to maintain and sustain long-term relationships with our clients, many of whom have been using our products for decades. Our dedicated, knowledgeable team consistently delivers innovative products and services with the customer in mind, knowing that in addition to running an effective business, their main focus is to heal the patient. We share that same passion and it drives everything we do. As an owner-led and publicly traded company, CGM uniquely combines the personal touch of a local business with the strength of a global entity. We are committed to meeting and exceeding our clients’ expectations, and our goal is to become the #1 choice for all healthcare providers in the United States – a position we have already achieved in many other countries around the world.
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