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.

A healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love. That’s what makes us Roche.

The Opportunity:

Direct the development, implementation, improvement, and management of strategies, active processes, systems, and procedures within RDC Commercial Operations Team.  Oversees and manages a team supporting our Customer Support Specialists.

Specialized and in-depth comprehensive knowledge and experience in a particular franchise, or business area. Duties are varied and complex often involving research, analysis and solution development.  Schedules and organizes personnel to accommodate anticipated workflow. Recommends corrective services to address customer complaints. Effectively communicates, implements and interprets customer support policies and procedures.  Coordinates customer support functions with other departments. Helps to establish order fulfillment strategies within the team to improve the customer experience. Responsible for ensuring order fulfillment strategies are strategic in driving operational excellence and creating customer value. Provides recommendations on system processes and employee utilization to maximize efficiencies in order management.  May represent team on strategic projects throughout the organization.  Assists the Director in overall operations of the assigned department.    

KEY ROLES & RESPONSIBILITIES

Understand the needs and priorities of customers across all franchises with specific responsibilities for assigned franchises

Build and maintain strong relationships with key stakeholders to develop and cultivate cross-departmental relationships to aid in knowledge, communication flow, and use of best practices

Provide leadership and manage the team through performance management, training, continuous improvement, individual professional development

Drive continuous improvements to increase productivity, quality and service

Analyze and share customer data and rapidly identify opportunities for strategic action

Lead directly or through subordinates to support continuous improvement initiatives

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Who you are:

Bachelor’s degree with 5 years customer service experience or relevant experience

3 years previous people or project leadership experience

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Preferred:

Highly proficient in customer relationship management and order fulfillment processes

Strong attention to detail with exceptional communication skills

Passion to help others achieve their outcomes

Strong analytical skills

Able to deal with ambiguity, identify and resolve root cause of issues, and grasp complex processes

Ability to define meaningful and actionable metrics that will drive business success

Strong knowledge and understanding of manufacturing, supply planning, logistics, order fulfillment and inventory management processes and procedures

Ability to utilize strategic thinking and innovative ideas effectively to create and present long-term solutions in alignment with key business needs

Excellent problem solving, customer service, negotiation, interpersonal, stakeholder management, decision-making, and presentation skills

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The expected salary range for this position based on the primary location of Indiana is $82,600.00 - $153,400.00.  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

This position is not eligible for relocation benefits

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.