Sequencing CX Lead: Elevate Customer Experience on-site

F. Hoffmann-La Roche AG; Wilmington (DE); On-site; USD 131,000 - 244,000; Full time

Job summary

Roche Sequencing & Life Sciences seeks a Technical Customer Experience Manager, Sequencing, to drive customer-focused programs in Wilmington, MA. You will coordinate demonstrations, feasibility studies, and training, while aligning cross-functional teams to deliver a superior service experience.

The role emphasizes leadership, program management, and collaboration with Sales, Digital Solutions, and global teams to ensure customer satisfaction and continuous improvement.

Qualifications

• Bachelor's degree in Medical Technology, IT, CS, Chemistry, Biology or Clinical Laboratory.
• 3+ years in clinical lab/health environment or diagnostics industry; 1+ year in leadership or supervisory roles.
• Strong leadership, communication and cross-functional collaboration skills.

Responsibilities

• Define and lead cross-functional initiatives to enhance end-to-end customer experience.
• Coordinate feasibility studies and proof-of-concept experiments for customer implementations.
• Manage Wilmington site program logistics for post-sales training and product demonstrations.
• Serve as liaison between technical teams and internal stakeholders to gather feedback.
• Oversee budget for site customer training and potential team expansion.

Skills

Customer-facing experience

Leadership

Cross-functional collaboration

Strategic thinking

Communication skills

Education

Bachelor's degree in Medical Technology / IT / CS / Chemistry / Biology or Clinical Laboratory

MA or PhD in genomics / molecular biology (preferred)

Job description

Roche Sequencing & Life Sciences seeks a Technical Customer Experience Manager, Sequencing, to drive customer-focused programs in Wilmington, MA. You will coordinate demonstrations, feasibility studies, and training, while aligning cross-functional teams to deliver a superior service experience.

The role emphasizes leadership, program management, and collaboration with Sales, Digital Solutions, and global teams to ensure customer satisfaction and continuous improvement.