Vice President, Centralized Service Operations

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people's varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

Vice President Centralized Service Operations will provide a dedicated focus on optimization, effective usage of data insights, analytics and technology enablement, consistency and standardization across Roche Support Network (RSN) franchises. This role will oversee advancement of operational excellence through data-driven decision-making; Customer Service Center (CSC) to ensure excellent customer support as part of a solution-oriented customer experience; and training & development to drive world-class talent development while creating efficiencies to build capacity for RSN. This role will serve as an interlock between global partners and RSN fostering cross-functional collaboration while driving towards optimization and cost to serve.

Key Accountabilities

Data-Driven Decision Making and Operational Excellence

• Set data insights and analytics strategy in collaboration with RSN leadership and drive common 'use' sources of data across RSN to ensure data integrity

• Advance the effective use of data insights and analytics and serve as a thought partner in RSN to drive decision-making through centralized data, reporting, and enterprise tools

• Manage centralized data, reporting, and enterprise tools and provide operational support (incl. overseeing planned activities) to field and rest of RSN

• Implement reporting mechanisms to track performance and identify areas for improvement

• Provide operational support to field operations, including dispatch, freight, and inventory management

• Implement strategies to optimize field operations and reduce costs through such things as the management of centralized implementation and support activities (OSIC, Liat Repair Depot and National Service Center)

• Implement and oversee the centralized PACE program, executing proactive services through preventative maintenance and modifications, resulting in a reduced frequency of repair visits and driving improvements in uptime and customer satisfaction

• Ensure consistency in service quality across various franchises and regions, and develop best practices for operational processes

Customer Support as part of Solution Oriented Customer Experience

• Serve as a thought partner for customer support as part of the holistic solution oriented customer experience and customer journey

• Lead the call center, including digital Customer Service Center (CSC) and providing back office administrative support and ensuring compliance and effective operations

• Manage the "Hub" for the RSS team to ensure customer inquiries and resolutions are handled efficiently

• Utilize customer feedback and analytics to refine and enhance service offerings, ensuring they meet and exceed customer expectations

World Class Talent Development

• Lead RSN training strategy to develop world class talent, and build & manage a training technology roadmap in alignment with franchises and other global partners

• Design, implement, and manage training programs that ensure that RSN teams are equipped with the knowledge and skills needed to perform effectively

• Oversee employee non-product training operations (certifications, role, process) as well as training standards and frameworks for new product launch readiness

• Collaborate with global training functions to develop comprehensive training strategies for field engineers

• Lead, implement and manage early-in-career programs and foundational employee training initiatives

• Regularly evaluate the effectiveness of training programs through assessments, feedback, and performance outcomes, adjusting content and delivery methods as needed.

Leadership and Cross-Functional Collaboration

• Provide leadership and mentorship to the RSN Operations team, fostering a culture of innovation, accountability and high performance

• Foster strong collaboration between the Field Support team and other partners (e.g., R&D, Quality, Sales) to ensure seamless operations and aligned strategies

Who you are

Minimum:

• Bachelor's degree in engineering, operations, business, medical technology, biological sciences, or a related field or equivalent experience.

• At least 5+ years of experience of leading a centralized service operations (e.g., call center or fulfillment center) with direct leadership or 10+ years of experience in a direct leadership role in operations, training and/or field support.

• Track record of instituting and continuously improving processes that has led to lasting, measurable service impact and efficiencies.

• Strong analytical background to understand how to leverage data to influence business decisions and experience building teams that enable data driven decision making across an organization.

• Experience working cross-functionally to develop and implement strategic roadmaps, goals, and objectives.

• Experience in managing or working closely with internal or external contact centers; workforce management strategies, processes and applications; and/or with training programs focused on customer, sales, and/or product training.

Preferred:

• Experience working with local and global stakeholders within all levels of the organization to influence results and outcomes.

• Experience working cross-functionally to develop and implement strategic roadmaps, goals, and objectives.

• Experience developing and delivering presentations to senior/executive levels of an organization.

• Experience evaluating information to determine compliance with standards, laws, and regulations and developing processes to comply with those impacting business processes.

• Demonstrated experience contributing to financial decisions in the workplace.

• Depending on location, willingness to travel up to 25% of the time for business purposes including global travel.

The expected salary range for this position is 229,600 - 301,350 based on the primary location of Indiana. Actual pay will be determined based on experience, qualifications and other job-related factors permitted by law. A discretionary annual bonus may be available based on individual and Company performance, as well as participation in a long-term incentive program. This position also qualifies for the benefits detailed at the link provided below.

Benefits

Location: This position is based in Indianapolis, IN

Relocation: Relocation assistance is being offered.

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we've become one of the world's leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

As a global leader in healthcare, Roche Diagnostics offers a broad portfolio of products, tools and services that help in the prevention, diagnosis and management of diseases like HPV, HIV, hepatitis and diabetes as well as other medical conditions, such as fertility and blood coagulation. These products and services are used by researchers, physicians, patients, hospitals and laboratories worldwide to help improve people's lives.

Roche is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual's race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.

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.