Patient Experience Operations Architect

Genentech; South San Francisco (CA); Hybrid; USD 137,000 - 254,000; Full time

Job summary

Genentech in South San Francisco is seeking an experienced PX Operating Model Designer to define operational models for scalable patient experiences. You will collaborate with Experience Design, CMG, and PAA Activation to map processes, design future-state workflows, and ensure readiness across teams and vendors.

The role requires 7–10 years in pharma/biotech or related fields, strong systems thinking, and hands-on process design expertise.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 7–10 years of professional experience in pharmaceutical/biotech or a related industry.
• Hands-on experience performing process design, service blueprinting, operational readiness assessments, gap analyses, workforce planning, and capability modeling.
• Strong systems thinking and structured problem-solving abilities.
• Ability to collaborate effectively with cross-functional teams in complex environments.

Responsibilities

• Define the operational implications of new patient experiences in collaboration with Solution Leads, Business Designers, and Strategy & Governance.
• Map current-state end-to-end processes across human and digital touchpoints to surface friction, inefficiencies, and risks.
• Translate patient journey designs into detailed process maps, future-state service blueprints, and SOP-level documentation.
• Design future-state workflows, cross-functional handoffs, escalation paths, and system integration points.
• Clarify updated role expectations and redesign workflows when new experiences require changes.
• Partner with internal Genentech teams and external vendors on readiness strategies, including training inputs and communications.
• Evaluate how third-party vendors and platforms integrate into workflows and define onboarding requirements.

Job description

Genentech in South San Francisco is seeking an experienced PX Operating Model Designer to define operational models for scalable patient experiences. You will collaborate with Experience Design, CMG, and PAA Activation to map processes, design future-state workflows, and ensure readiness across teams and vendors.

The role requires 7–10 years in pharma/biotech or related fields, strong systems thinking, and hands-on process design expertise.