Senior Director, PX Shared Services

Roche; South San Francisco (CA); On-site; USD 198,000 - 367,000; Full time

Job summary

Genentech in South San Francisco is seeking a Senior Director of PX Shared Services to lead and scale Patient Experience delivery across the enterprise. You will direct PRC leadership, workforce planning, vendor governance, quality and process excellence, and cross-functional workflow integration to drive performance.

The role demands 12–15 years in pharma/biotech, 5+ years of people leadership, and a proven ability to influence stakeholders and manage complex vendor relationships.

Qualifications

• Bachelor’s degree required; MBA preferred.
• 12–15 years of professional pharma/biotech experience.
• 5+ years of direct people leadership in complex organizations.
• Proven vendor governance and performance management experience.

Responsibilities

• Direct and develop PRC leadership to deliver high-complexity patient support.
• Own enterprise workforce planning and capacity management.
• Drive vendor governance frameworks and third-party accountability.
• Lead quality and process excellence for regulatory compliance and SOP discipline.

Skills

Leadership

Vendor Management

Strategic Planning

Cross-functional Collaboration

Education

Bachelor's degree

MBA

Job description

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 Senior Director of PX Shared Services, you will lead and transform the enabling capabilities that support and scale PX delivery across Genentech. What you can expect in this role at Genentech:

• Direct and develop Patient Resource Center (PRC) leadership to deliver high-complexity patient support activities, advocacy referrals, and international requests with clear operational handoffs.

• Own enterprise workforce planning and capacity management capabilities, translating demand signals into actionable staffing plans that drive service performance and cost efficiency.

• Drive operational vendor management and governance frameworks, holding third-party partners accountable to rigorous quality, service level, and financial expectations.

• Lead quality and process excellence teams to ensure strict regulatory compliance, audit readiness, SOP discipline, and continuous process optimization across all delivery functions.

• Serve as the primary integrator with external partner services, partnering with partners to structure, route, and optimize cross-functional workflows.

• Accountable for shared services achievement of enterprise PX performance metrics Drive system-wide continuous improvement initiatives to identify automation, digital enablement, and service expansion opportunities that scale patient support capabilities.

Who you are

• Hold a Bachelor’s degree in a required discipline (MBA or advanced degree preferred).

• Bring 12-15 years of professional industry experience in the pharmaceutical, biotechnology, or related industry.

• Possess 5+ years of direct people leadership experience, with a proven track record as a leader of complex organizations with deep organizational influence.

• Demonstrate proven experience managing complex vendor relationships and third-party governance to ensure ongoing performance and accountability.

• Show strong leadership presence, storytelling, and strategic negotiation skills with the ability to influence cross-functional stakeholders without direct authority.

Preferred

• Master of Business Administration (MBA) or an advanced degree in Healthcare Administration, Business, or a related field.

• Deep cross-portfolio understanding of patient access pathways, reimbursement operations, call center environments, and Genentech Patient Foundation (GPF) workflows.

• Demonstrated experience optimizing global operating models, offshore service integrations, and technology-driven process improvements.

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 $197,800 - $367,400. 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.