Group Manager - Customer Support - Digital Solutions
Roche
Summary
As a Group Manager - Customer Support - Digital Solutions, you will lead and empower a team of Customer Support professionals to deliver exceptional service and technical expertise to our customers. You will oversee the activities of the Customer Support organization within your assigned affiliate and division. Your leadership will drive operational excellence, customer satisfaction, and alignment with Roche's strategic vision.
Job description
The Opportunity
As a Group Manager - Customer Support - Digital Solutions, you will lead and empower a team of Customer Support professionals to deliver exceptional service and technical expertise to our customers. You will oversee the activities of the Customer Support organization within your assigned affiliate and division. Your leadership will drive operational excellence, customer satisfaction, and alignment with Roche's strategic vision.
Responsibilities
- Lead and manage Customer Support Team Managers and their activities to ensure exceptional service delivery for assigned customers.
- Support the implementation and consistent execution of the affiliate's contact center and technical support strategy.
- Drive the successful execution of the vision and strategy, ensuring optimal business performance and customer outcomes.
- Oversee documentation, service methodology, product design, and service plans to ensure timely and effective execution aligned with diverse customer needs.
- Ensure customer service issues are resolved efficiently and to the highest standard.
- Manage interfaces and collaboration between the Customer Support organization and related business areas to strengthen operational alignment.
- Partner with cross-functional affiliate, regional, and global colleagues to address evolving product and customer needs.
- Select, develop, and evaluate team members, fostering a culture of accountability, collaboration, and continuous improvement.
- Build and maintain a strong organizational culture centered on service excellence, employee engagement, and professional growth.
Minimum Requirements
- Bachelor's degree in Medical Technology, Clinical Chemistry, Microbiology, Information Technology, Life Sciences, Business, or other appropriate discipline.
- 10 years of progressive experience, with prior experience in a clinical laboratory, healthcare environment, or diagnostics industry preferred.
- 5 years of prior direct people leadership experience (or equivalent), with experience preferred in a technical support, quality, contact center, or business equivalent function.
- Ability to learn Roche product lines, equipment, products and/or systems.
- Excellent leadership, communication, organization, and customer service skills.
Preferred Requirements
- Strong organization and analytical skills to uncover key technical, operational, and strategic issues.
- Strong interpersonal skills to effectively lead, manage and influence people at various organizational levels internally and externally.
- General understanding of contact center systems and processes.
Requirements
- Bachelor's degree in Medical Technology, Clinical Chemistry, Microbiology, Information Technology, Life Sciences, Business, or other appropriate discipline
- 10 years of progressive experience
- 5 years of prior direct people leadership experience (or equivalent)
- Ability to learn Roche product lines, equipment, products and/or systems
- Excellent leadership, communication, organization, and customer service skills
- Prior experience in a clinical laboratory, healthcare environment, or diagnostics industry preferred
- Experience in technical support, quality, contact center, or business equivalent function preferred
- Strong organization and analytical skills
- Strong interpersonal skills
- General understanding of contact center systems and processes
Benefits
- Discretionary annual bonus
Company overview
Roche is a Swiss multinational healthcare company and a global pioneer in pharmaceuticals and diagnostics, founded in 1896 and headquartered in Basel, Switzerland. As the world's largest biotech company and the fifth-largest pharmaceutical company by revenue, Roche operates through two primary divisions: Pharmaceuticals and Diagnostics. The company is renowned for its leadership in personalized healthcare, combining strengths in both drug development and diagnostic testing to deliver tailored treatments for patients. Roche maintains a strong focus on oncology, immunology, infectious diseases, ophthalmology, and central nervous system disorders, with a portfolio that includes over 30 medicines on the World Health Organization's Model Lists of Essential Medicines. The company owns significant subsidiaries including Genentech, Chugai Pharmaceuticals, Ventana Medical Systems, and Foundation Medicine. With approximately 103,000 employees worldwide and operations in over 100 countries, Roche has established itself as a leader in cancer treatments globally while maintaining a robust pipeline of innovative therapies and diagnostic solutions. The company's commitment to sustainability has been recognized through ten consecutive years as Group Leader in the Dow Jones Sustainability Indices within the Pharmaceuticals, Biotechnology & Life Sciences Industry.