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Koblenz, Rheinland-Pfalz, Deutschland
Onsite
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 build and operate the analytical data foundation for our COO functions – Support, Service Delivery, and Group IT – across the entire customer journey. You don’t just coordinate, but personally model, integrate, and deliver data from raw sources all the way to decision-relevant insights. Your work provides the basis for robust KPIs, effective steering, and data-driven transformation across 19 countries. In short: one single source of truth. Built, not described.
Your contribution:
End-to-end build-out of the COO data warehouse – from data modeling and pipeline development to the integration of relevant source systems and the delivery of usable data products
Linking all key data signals along the customer journey, including customer portal and self-service interactions, ticketing and ITSM data, telephony and IVR, CRM, ERP, delivery processes, product telemetry, as well as incident and release data
Development of a unified and reproducible KPI logic for core operational metrics such as NPS, first contact resolution, time to resolution, early resolution rate, repeat contact rate, escalation rate, MTTR, billable utilisation, and on-time delivery
Design and implementation of dashboards and reports for support, service delivery, and group IT – user-centric, action-oriented, and consistently focused on steering and decision-making
Creation of clean, consistent data structures as the foundation for AI and automation solutions, as well as for robust management reporting
Active use of LLMs and AI-driven analytics to detect patterns in support, incident, and telemetry data, surface anomalies, and enable natural-language access to operational datasets
Responsibility for support and ITSM ticketing, IVR, and the cases delivery pipeline, including incident and release management as well as go-live, rework, and telemetry steering to ensure stable CRM/ERP processes (customer, contract, entitlement) and high SLA compliance
What you bring:
Several years of hands-on experience in data engineering, analytics engineering, or data intelligence, with a clear focus on scalable data models, ETL/ELT processes, and production-grade data architectures
An excellent academic background, preferably from a leading university, ideally in computer science, data science, information systems, statistics, or a comparable field of study
Practical experience with modern data platforms such as Databricks, Snowflake, Azure Synapse, dbt, or comparable technologies in a production environment
Strong BI and data visualization skills, plus the ability to independently develop dashboards and analyses in tools such as Power BI, Tableau, Looker, or similar platforms
Solid understanding of core COO KPIs and the ability to derive clean, consistent, and cross-country comparable operational metrics from heterogeneous data sources
Experience integrating CRM, ERP, ITSM, and ticketing systems, as well as confidence in using AI-driven analytics for pattern detection, anomaly detection, and data-driven decision support
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.
Interested? Apply now online with your meaningful application documents (including all certificates, salary expectations, and your earliest possible starting date).
