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.

The Opportunity

Regional Representation: Serve as the representative of Roche Diagnostics’ vision and approach to customer service, aligning with local leadership and operations teams within the specific region.

Strategic Value Identification: Identify regional needs and opportunities where customer service can add value, consulting with country organizations on strategic changes and improvements.

Operational Leadership: Lead the regional Customer Care teams, standardizing service levels across countries within the region to improve efficiency and maintain consistency.

Governance and Quality Oversight: Implement regional governance frameworks to monitor and enhance every customer interaction, ensuring alignment with Roche’s CRM and Contact Center standards.

Complaint and Escalation Management: Oversee complaint handling and regulatory compliance, ensuring issues are managed and resolved effectively.

KPI Tracking and Reporting: Deliver on customer satisfaction and operational KPIs, such as agent performance, cost-to-serve, and customer engagement metrics.

Training and Development: Manage and deliver product training for Contact Center agents, patients, and other customers, enhancing service quality across the region.

Product and Solution Support: Support the Customer Service model for new product introductions and digital platforms, creating a seamless customer experience.

Channel Optimization: Lead the shift towards high-touch and low-touch interaction channels, collaborating with Customer Experience and IT to prioritize CRM and self-service solutions.

External Partner Selection and Management: Evaluate, select, and manage external partners to ensure service delivery meets Roche Diagnostics’ high standards. This includes assessing partners based on relevant experience, holding them accountable for service delivery outcomes, and driving continuous improvement in service quality.

Budget Contribution and Cost Management: Contribute to the global budget of Global Patient Care by controlling and managing regional cost structures, ensuring efficient use of resources while maintaining service excellence.

Team Leadership and Development: Provide effective leadership to regional Contact Center teams, embodying Roche’s VACC (Visionary, Architect, Catalyst, Coach) framework, and fostering an inclusive environment where individuals are encouraged to bring their authentic selves to work.

Who You Are

Qualifications: Higher education or relevant university degree.

Experience: Proven experience in customer service management within an international and cross-cultural environment; B2B2C experience is highly desirable. (7+ years).

Technical Proficiency: Familiarity with business process design and CRM platforms such as Salesforce is preferred.

Competencies:

Leadership & Change Management: Skilled in leading teams through transformation, combining operational oversight with strategic vision.

Customer Journey Design: Ability to map, manage, and optimize end-to-end customer journeys.

Cross-Functional Collaboration: Excellent interpersonal skills for effective networking and collaboration within a matrix structure.

Proactivity and Results Orientation: Demonstrates a proactive approach with a strong focus on achieving tangible results.

Language: Fluency in English; additional language proficiency is a plus.

Travel: Willingness to travel up to 50% within the assigned region.

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.

Roche is an Equal Opportunity Employer.