Head of Customer Support — Digital Solutions (Healthcare)

Roche; Indianapolis (IN); Vor Ort; USD 125.000 - 232.000; Vollzeit

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Leadership

Communication

Organization

Customer service

Learning agility

Ausbildung

Bachelor's degree in relevant field

Jobbeschreibung

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.