Group Manager - Customer Support - Digital Solutions

Roche; 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 expert service and technical support. You will oversee the Customer Support organization within the affiliate, aligning with Roche’s strategic vision and driving operational excellence.

The role emphasizes leadership, process optimization, and cross-functional collaboration to ensure superior customer outcomes while supporting staff development and organizational growth.

Qualifications

• Bachelor's degree in Medical Technology, Clinical Chemistry, Microbiology, IT, Life Sciences, Business, or related discipline.
• 10+ years of progressive experience in healthcare, clinical lab, or diagnostics environment preferred.
• 5+ years in people leadership, with experience in technical support or contact center roles.

Responsibilities

• Lead and manage Customer Support Team Managers and activities for exceptional service.
• Support implementation of affiliate contact center and technical support strategy.
• Drive execution of vision and strategy for optimal business performance and customer outcomes.
• Oversee documentation, service methodology, product design, and service plans.
• Ensure timely resolution of customer service issues and strong cross‑functional collaboration.
• Develop and evaluate team members, promoting accountability and continuous improvement.

Skills

Leadership

Communication

Organization

Customer service

Learning agility

Education

Bachelor's degree in relevant field

Job description

At 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

A healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love. That’s what makes us Roche.

Roche Support Network offers an exciting opportunity for individuals who are passionate about problem-solving. As a research-focused healthcare company, Roche is dedicated to discovering, developing, and providing innovative diagnostics and therapeutic products. With a commitment to employee development and a work environment that values respect and empowerment, Roche offers exciting career prospects for those seeking to make a significant impact on patient care.

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.

Roche is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual's race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.