Group Manager - Customer Support - Digital Solutions

F. Hoffmann-La Roche AG; Indianapolis (IN); On-site; USD 125,000 - 232,000; Full time

Job summary

Roche Indianapolis Headquarters seeks a Group Manager - Customer Support - Digital Solutions to lead a team delivering high-quality service and technical support. You will guide strategic execution, optimize operations, and ensure customer-centric outcomes.

The role emphasizes leadership, cross-functional collaboration, and the development of a culture driven by service excellence. Onsite position with a strong incentive outlook.

Qualifications

• Bachelor's degree required or equivalent in a relevant field.
• At least 10 years progressive experience in clinical/life sciences settings, healthcare, diagnostics, or related field.
• At least 5 years of direct people leadership experience in a technical support, quality, contact center, or related function.
• Ability to learn Roche product lines, equipment, and systems.
• Demonstrated leadership, communication, organization, and customer service excellence.

Responsibilities

• Lead and manage Customer Support Team Managers and their activities to ensure exceptional service delivery.
• Support implementation and consistent execution of the affiliate’s contact center and technical support strategy.
• Drive execution of vision and strategy, ensuring strong business performance and customer outcomes.
• Oversee documentation, service methodology, product design, and service plans for timely execution.
• Ensure customer service issues are resolved efficiently and to the highest standard.
• Foster collaboration between Customer Support and related business areas to improve alignment.
• Partner with cross-functional colleagues to address evolving product and customer needs.
• Select, develop, and evaluate team members; foster accountability and growth.
• Build a culture of service excellence and employee engagement.

Skills

Leadership

Communication

Customer service

Organization

Analytical skills

Interpersonal skills

Education

Bachelor's degree in Medical Technology, Clinical Chemistry, Microbiology, Information Technology, Life Sciences, Business, or other appropriate discipline

Tools

Contact center systems

Job description

The Opportunity

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. As the Group Manager - Customer Support - Digital Solutions, you will:

• 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.

Who You Are

Our preferred candidate would work onsite at our Indianapolis Headquarters.

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.

This role is not eligible for relocation benefits

The expected salary range for this position based on the primary location of Indianapolis, IN is 124,700-231,500 USD annual. Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law. A discretionary annual bonus may be available based on individual and Company performance.

Benefits

Who we are A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact. Let’s build a healthier future, together. Roche is an equal opportunity employer. It is our policy and practice to employ, promote, and otherwise treat any and all employees and applicants on the basis of merit, qualifications, and competence. The company's policy prohibits unlawful discrimination, including but not limited to, discrimination on the basis of Protected Veteran status, individuals with disabilities status, and consistent with all federal, state, or local laws. If you have a disability and need an accommodation in relation to the online application process, please contact us by completing this form Accommodations for Applicants. We believe it’s urgent to deliver medical solutions right now – even as we develop innovations for the future. We are passionate about transforming patients’ lives. We are courageous in both decision and action. And we believe that good business means a better world. That is why we come to work each day. We commit ourselves to scientific rigor, unassailable ethics, and access to medical innovations for all. We do this today to build a better tomorrow. We are proud of who we are, what we do, and how we do it. We are many, working as one across functions, across companies, and across the world. We are Roche.