Chief of CE Internal Ops & Services - Remote

F. Hoffmann-La Roche AG; United States; Remote; USD 167,000 - 309,000; Full time

Job summary

Genentech, a Roche subsidiary, seeks a Head of Customer Engagement Internal Operations & Services to lead the integrated CE service model, drive standards, and ensure reliable administrative and operational support across Meetings, CSO support, Activation, Tools & Training, and ABP Services.

You will partner with CE leadership, field teams, and enterprise partners to optimize service delivery, scale operations, and continuously improve the customer experience for patients and caregivers.

Qualifications

• Bachelor's degree required.
• 10–12 years of pharma/biotech, consulting, or related experience.
• Significant people leadership experience, leading managers or specialized teams.
• Experience designing or managing shared services or enterprise support models.
• Ability to influence senior leaders and navigate a complex matrix organization.
• Willingness to travel for internal and external meetings.

Responsibilities

• Lead and develop leaders responsible for Meetings and Logistics, CSO support, Activation, Tools & Training, and ABP Services.
• Define service catalogs, levels, governance, and engagement rules for CE services.
• Ensure standardized services where scale adds value while maintaining flexibility.
• Oversee integrated CE service model with Field Operations and Enterprise Operations.
• Drive continuous improvement, adoption of tools and processes, and performance visibility.

Skills

People leadership

Change management

Stakeholder management

Strategic thinking

Education

Bachelor's degree

Job description

Genentech, a Roche subsidiary, seeks a Head of Customer Engagement Internal Operations & Services to lead the integrated CE service model, drive standards, and ensure reliable administrative and operational support across Meetings, CSO support, Activation, Tools & Training, and ABP Services.

You will partner with CE leadership, field teams, and enterprise partners to optimize service delivery, scale operations, and continuously improve the customer experience for patients and caregivers.