Head of Customer Engagement Operations & Services

Genentech; Los Angeles (CA); Remote; USD 167,000 - 309,000; Full time

Job summary

Genentech is seeking a Head of Customer Engagement (Internal Operations & Services) to lead and optimize the integrated CE service model, governance, and performance across Meetings, CSO support, Activation, Tools & Training, and ABP Services.

The role partners with CE Operations, field and enterprise teams to deliver reliable, scalable, and customer-centered support, while recruiting, developing, and retaining top talent to ensure excellence in service delivery.

Qualifications

• Bachelor's degree required.
• 10–12 years of pharmaceutical/biotech/consulting or related experience.
• Significant people leadership experience.
• Experience designing or managing shared services, service operations, or enterprise support models.
• Experience establishing standards, governance, capacity management, and performance measures.
• Ability to influence senior leaders and lead in a complex matrixed organization.
• Experience leading organizational change and process improvement.
• Ability and willingness to travel for internal and external meetings.

Responsibilities

• Lead, coach, develop, and manage the leaders responsible for Meetings and Logistics, CSO support, Activation, Tools & Training, and ABP Services.
• Establish clear roles, decision rights, service expectations, and accountability across the function.
• Build a connected Internal Operations & Services community that shares standards, practices, insights, and capacity across service areas.
• Develop the capabilities required to deliver reliable, scalable, and customer-centered services across CE.
• Recruit, develop, and retain high-performing talent while creating meaningful growth opportunities across the function.

Skills

People leadership

Change management

Strategic thinking

Influence senior leaders

Travel willingness

Education

Bachelor's degree

MBA preferred

Job description

Genentech is seeking a Head of Customer Engagement (Internal Operations & Services) to lead and optimize the integrated CE service model, governance, and performance across Meetings, CSO support, Activation, Tools & Training, and ABP Services.

The role partners with CE Operations, field and enterprise teams to deliver reliable, scalable, and customer-centered support, while recruiting, developing, and retaining top talent to ensure excellence in service delivery.