Global AI-Driven Remote Support Program Lead

F. Hoffmann-La Roche AG; France; Remote; EUR 110,000 - 150,000; Full time

Job summary

F. Hoffmann-La Roche AG in Meylan, France is seeking a Project Lead to drive the Autonomous Remote L1 Support Program. You will lead end-to-end implementation of a 24/7 omnichannel support ecosystem, integrating core AI capabilities and ensuring seamless, global workflow harmonization.

The role requires 5–7+ years in project management, strong leadership, and a proven ability to manage cross-border, regulatory, and localization challenges in a fast-changing international environment.

Qualifications

• 5–7+ years of project or program management experience leading complex initiatives.
• Experience leading AI, GenAI, contact center, or platform integration programs.
• Proven track record in global process harmonization.
• Experience with Agile environments and gate-based project frameworks.
• Change management experience; knowledge of ADKAR is a plus.
• PM certification is advantageous.
• Strong financial literacy and ability to track budgets.
• Domain knowledge of Diagnostics Customer Support and L1 contact centers.
• Excellent interpersonal and leadership skills; able to operate in a fast-changing international setting.
• Fluency in English; additional languages are an asset.
• Willingness to travel 25–30%.

Responsibilities

• Lead strategic direction and global execution of the Autonomous Remote L1 Support Program.
• Drive AI-first redesign of L1 support workflows; harmonize SME processes.
• Coordinate with external dependencies like CCaaS Hub rollout and GenAI frameworks.
• Establish DoD phase-gate criteria and benefit tracking with Finance and Service Insights.
• Embed ADKAR change management across rollout phases to drive adoption.
• Lead a multifunctional Project Core Team and manage stakeholder expectations.
• Collaborate with Dia Service Strategy 2030+ execution workstreams and report to Steering Committee.
• Manage ambiguous situations, conflicts, and regulatory/scope constraints.

Skills

Program management

AI/GenAI projects

Global process harmonization

Agile methodologies

ADKAR change management

Gate-based project frameworks

PM certification (IPMA/PMI/PRINCE2)

Financial literacy

Diagnostics knowledge

Stakeholder management

Job description

F. Hoffmann-La Roche AG in Meylan, France is seeking a Project Lead to drive the Autonomous Remote L1 Support Program. You will lead end-to-end implementation of a 24/7 omnichannel support ecosystem, integrating core AI capabilities and ensuring seamless, global workflow harmonization.

The role requires 5–7+ years in project management, strong leadership, and a proven ability to manage cross-border, regulatory, and localization challenges in a fast-changing international environment.