PX, Operating Model Designer

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

The Position

Why Genentech

We’re passionate about delivering on Our Promise to improve the lives of patients and create healthier communities for all. We foster a culture of inclusivity, integrity and creativity while boldly pursuing answers to the world’s most complex health challenges and transforming society.

Public Affairs & Access (PAA) is a multi-disciplinary organization that includes Corporate Communications; Policy, Evidence & Access Strategy; Channel & Contract Management; External Affairs; Patient Experience; and Strategy and Business Operations. Our purpose is to deliver impact through a fully integrated public affairs function that leverages our capabilities and world-class Genentech brand to deliver on our mission for patients and our employees.

The CMG Patient Strategy aims to create a holistic, cross-functional approach to deliver a best-in-class patient experience that aligns with the portfolio, technology tools, and consumer-driven patient expectations in a rapidly evolving business landscape.

The Opportunity

As the PX Operating Model Designer, you will support the activation of innovative patient experiences designed by our Experience Design team by defining the people, process, governance, and capability models required for scalable delivery. What you can expect in this role at Genentech:

• Partner cross-functionally with Solution Leads, Business Designers, and Strategy & Governance to define the operational implications of new patient experiences.
• Map current-state end-to-end processes across human and digital touchpoints (including patient support workflows, vendor interactions, and reimbursement pathways) to surface friction points, inefficiencies, and compliance risks.
• Translate patient journey designs into detailed operational process maps, future-state service blueprints, and SOP-level documentation.
• Design future-state workflows, cross-functional handoffs, escalation paths, and system integration points in close collaboration with CMG and PAA Activation & Capabilities Enablement .
• Clarify updated role expectations and collaborate with process owners to redesign workflows when new patient experiences require operational change.
• Partner with internal Genentech teams and external vendors to define operational readiness strategies, including transition planning, training inputs, and communication plans.
• Evaluate how third-party vendors and customer platforms integrate into existing workflows, defining process-level requirements for vendor onboarding and governance.

Who you are

• Hold a Bachelor’s degree in a related field (e.g., organizational psychology) or equivalent experience.
• Bring 7-10 years of professional experience in pharmaceutical, biotechnology, technology, contact centers, or a related industry.
• Possess hands-on experience performing process design, service blueprinting, operational readiness assessments, gap analyses, workforce planning, and capability modeling.
• Demonstrate strong systems thinking and structured problem-solving abilities.
• Show a proven ability to collaborate effectively with cross-functional teams in complex environments.

Preferred

• Master’s degree or MBA in Organizational Development, Systems Engineering, Healthcare Administration, or a related business field.
• Experience supporting patient support operations, call center transformations, or access/reimbursement process redesigns within a biotech/pharma setting.
• Proven track record using advanced process mapping tools (e.g., Visio, Lucidchart, Miro) and agile service blueprinting methodologies.

Location

• This role is based in South San Francisco and offers a hybrid schedule working 3 days per week on campus
• No relocation benefits are available for this posting

The expected salary range for this position based on the primary location of CA is $136,900 - 254,200. 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. This position also qualifies for the benefits detailed at the link provided below.

Benefits

Genentech 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.