Vice President Centralized Service Operations
Vice President Centralized Service Operations
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1 Vacancy
Job Description
At Roche you can show up as yourself embraced for the unique qualities you bring. Our culture encourages personal expression open dialogue and genuine connections where you are valued accepted and respected for who you are allowing you to thrive both personally and professionally. This is how we aim to prevent stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche where every voice matters.
The Position
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 datadriven decisionmaking; Customer Service Center (CSC) to ensure excellent customer support as part of a solutionoriented customer experience; and training & development to drive worldclass talent development while creating efficiencies to build capacity for RSN. This role will serve as an interlock between global partners and RSN fostering crossfunctional collaboration while driving towards optimization and cost to serve.
Key Accountabilities
DataDriven 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 decisionmaking 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 nonproduct 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 earlyincareer 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 CrossFunctional 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:
Bachelors 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 crossfunctionally 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 crossfunctionally 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 isbased on the primary location of Indiana. Actual pay will be determined based on experience qualifications and other jobrelated factors permitted by law. A discretionary annual bonus may be available based on individual and Company performance as well as participation in a longterm incentive program. This position also qualifies for the benefits detailed at the link provided below.
Location: This position is based in Indianapolis IN
Relocation: Relocation assistance is being offered.
Who we are
A healthier future drives us to innovate. Together more than 100000 employees across the globe are dedicated to advance science ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities foster creativity and keep our ambitions high so we can deliver lifechanging healthcare solutions that make a global impact.
Lets build a healthier future together.
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 peoples lives.
Roche is an equal opportunity employer. It is our policy and practice to employ promote and otherwise treat any and all employees and applicants on the basis of merit qualifications and competence. The companys policy prohibits unlawful discrimination including but not limited to discrimination on the basis of Protected Veteran status individuals with disabilities status and consistent with all federal state or local laws.
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.
Required Experience:
Chief
Employment Type
Full-Time
