Project 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

Project Lead### Project LeadApply: Meylan: Full time: Posted Today: End Date: November 14, 2026 (10 days left to apply): 202608-120528At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.### ### The Position **Project Lead** is accountable for driving the strategic execution, global rollout, and business impact of the Autonomous Remote L1 Support Program, redesigning Roche’s remote-support experience around an AI-first operating model. You will lead the implementation of an end-to-end, 24/7 support ecosystem across voice, chat, digital, and connected-service channels, delivering core AI capabilities (including Voicebot Case Creation, Predictive Routing, and First-Contact Resolution). Will ensure seamless, zero-friction omnichannel context transfers, global workflow harmonization across priority focus regions, and robust change management using the ADKAR model. Aligned with Dia Service Strategy 2030+ governance, your role is pivotal in driving operational efficiency, scaling autonomous resolution, and unlocking significant long-term value and operational savings across Diagnostics Customer Support. **Key Responsibilities:*** Lead the strategic direction and global execution of the Autonomous Remote L1 Support Program to maximize customer adoption and positive business impact across regions, contact centers, and affiliates.* Drive the AI-first process redesign of L1 support workflows, harmonizing fragmented regional SME processes across focus affiliates into a single global blueprint.* Synchronize program execution and milestones with critical external dependencies, including the Contact Center as a Service (CCaaS) Hub rollout, core infrastructure, and GenAI frameworks.* Establish clear accountability frameworks, strict Definition of Done (DoD) phase-gate criteria, and benefit tracking mechanisms in close partnership with Global Service Finance and Service Insights workstreams.* Embed the ADKAR change management framework across all rollout phases to evaluate organizational readiness, overcome agent behavioral resistance, and drive active adoption of self-service tools and AI capabilities.* Establish, lead, and empower a multifunctional Project Core Team (PCT), creating a positive, high-urgency environment aligned with joint program ambitions.* Collaborate closely with Dia Service Strategy 2030+ execution workstreams (Finance, Service Insights, Change Management, Communications, Execution) and represent the program to the Steering Committee and senior management.* Manage ambiguous business situations, resolve stakeholder conflicts, and proactively address technical, regulatory, and scope constraints (e.g., local compliance, language capabilities, and legacy instrument decommissioning timelines). **Qualifications:*** 5–7+ years of experience in project or program management leading complex cross-departmental or cross-site service transformation initiatives in Diagnostics or MedTech.* Demonstrated experience leading complex AI, GenAI, Contact Center, or platform integration programs in a global, matrixed organization.* Proven track record in global process harmonization, with the ability to align disparate regional SME workflows into a unified operational model.* Extensive experience with project management methodologies in Agile environments and gate-based Project Frameworks.* Extensive change management experience across project styles, with practical knowledge of the ADKAR model (change management certification, e.g., Prosci, is an advantage).* Project management certification (e.g., IPMA, PMI, PRINCE2) is an advantage.* Strong financial literacy with experience tracking large-scale project budgets, managing business cases and tracking financial impact metrics.* Domain knowledge of Diagnostics Customer Support, L1 contact center processes, and enterprise IT architectures is a strong advantage.* Excellent interpersonal, leadership, collaboration, and conflict resolution skills to navigate schedule-sensitive and resource-constrained environments.* Excellent communication and presentation skills, including delivering effective presentations to senior management and executive steering committees.* Self-starter with the ability to work with minimum or no supervision in a fast-changing international setting.* Fluency (spoken and written) in English is mandatory; additional languages are an asset.* Willingness to travel up to 25–30% of the time.