Knowledge Quality Lead (m/f/d)
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.
In this role, you are responsible for the quality of our operational knowledge base and create the foundation for systematically turning resolved customer issues into reusable standards. Our ambition is clear: “No problem is solved twice – it becomes a standard.” To achieve this, you ensure that knowledge is not lost, but becomes structured, accessible, usable, and scalable – across teams, countries, and systems. The focus is not only on processes and standards, but above all on measurable impact along clearly defined KPIs.
- Responsibility for our knowledge management system, from selection and configuration through rollout and sustainable adoption in the relevant teams
- Definition of binding processes for the creation, review, approval, and maintenance of knowledge documents to ensure they are clearly, efficiently, and scalably embedded in the organization
- Ensuring that resolved support cases are systematically translated into knowledge articles, decision trees, and runbooks, making them available as reusable standards
- Introduction of new ways of working in support, delivery, and engineering teams through suitable onboarding and training formats, as well as clearly defined accountabilities
- Early identification of process deviations, initiation of suitable corrective measures, and consistent assurance that standards are not only introduced but also sustainably lived
- Ownership of key success metrics and systematic management of all initiatives along defined targets (knowledge reuse rate >80%, time-to-knowledge <48h, self-service resolution rate >75%, quality gate compliance 100%)
- Several years of experience in knowledge management, content quality, or a comparable role, ideally in an IT services, software, or technology-driven environment
- An excellent academic background, preferably from a leading university, ideally in information systems, information management, computer science, business administration, or a comparable field of study
- Proven experience in introducing, building, and further developing knowledge systems or content platforms
- A strong understanding of scalable processes as well as the ability to anchor knowledge in organizations in a structured, efficient, and sustainable way
- Confidence in working with governance, quality standards, and binding processes, as well as the ability to communicate them clearly and enforce them effectively
- Ideally, experience with AI-supported systems, retrieval architectures, or ITSM platforms, and a good sense of how to combine technological capabilities with operational 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