Head of Digital Solutions Support — Onsite Indianapolis

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

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.