Sequencing CX Lead - Customer Experience & Implementations

F. Hoffmann-La Roche AG; Wilmington, Northern (MA, KY); Hybrid; USD 131,000 - 244,000; Full time

Benefits offered by this job

Discretionary annual bonus

Job summary

Roche Sequencing & Life Sciences is seeking a Technical Customer Experience Manager, Sequencing to join its Support & Applications Team in Wilmington, MA. This on-site role will drive cross-functional initiatives to enhance the end-to-end customer experience and support customer implementations of SBX technology and KAPA chemistries.

The successful candidate will coordinate visits, enable training, manage escalations, and partner with Sales and Global teams to ensure exceptional customer

Qualifications

• Bachelor's degree in a relevant field and 3 years in clinical lab/health environment/diagnostics.
• 1 year of management or supervisory experience or demonstrated leadership.
• 5+ years in Next-Generation Sequencing and customer-facing roles.

Responsibilities

• Strategically lead cross-functional initiatives to enhance end-to-end customer experience.
• Act as liaison between technical teams and internal stakeholders for implementations.
• Manage escalations and advocate for customer perspectives with leadership.
• Coordinate site visits, training, and customer evaluations at Wilmington, MA.
• Lead development and delivery of customer-facing content and onboarding.

Skills

Strategic thinking

Stakeholder influence

Cross-functional leadership

Exceptional communication

Customer-focused mindset

Education

Bachelor's degree in Medical Technology, IT, CS, Chemistry, Biology or Clinical Laboratory, or equivalent education and work

MA or PhD in Genomics/ Molecular Biology with 5+ years experience

Job description

Roche Sequencing & Life Sciences is seeking a Technical Customer Experience Manager, Sequencing to join its Support & Applications Team in Wilmington, MA. This on-site role will drive cross-functional initiatives to enhance the end-to-end customer experience and support customer implementations of SBX technology and KAPA chemistries.

The successful candidate will coordinate visits, enable training, manage escalations, and partner with Sales and Global teams to ensure exceptional customer