Experience Operations (XO) is a functional group within Genentech Business Operations (GBO) comprised of experts who partner across Commercial, Medical, and Government Affairs (CMG) to orchestrate and deliver integrated customer experiences that drive measurable business outcomes.

Genentech's vision is to understand the needs and priorities of our patients and customers so we can deliver meaningful, consistent, and seamless experiences in every interaction they have with our transformative medicines, services, and people. Our Customer Relationship Management (CRM) platform is foundational to that strategy.

The Opportunity

The Service Director is the Work Product Owner of Genentech's CRM and will lead the strategy and vision, product roadmap, and experience design for the end users across CMG as part of our greater Integrated Customer Experience (ICX) strategy.

• As the Service Director and Work Product Owner, you will engage with CMG stakeholders, e.g., Business Activation Teams, End User communities, etc., to understand business needs and priorities and create a strategic vision for our CRM that fits within our overall Field Enablement strategy.

• You will be the Product Owner of Customer Relationship Management and responsible for its overall vision and success, including developing a clear product roadmap in support of our business objectives and omnichannel engagement strategy.

• The Service Director collaborates with stakeholder leadership and end-user teams to integrate CRM capabilities, influence adoption, drive the overall experience, and long-term evolve the field CRM capabilities to maintain a competitive edge.

• You will strategize a vision for CRM capabilities that support our Integrated Customer Experience strategy and set us up to lead the industry in Customer Experience.

• You will Identify and bring in innovative solutions to address evolving customer needs and preferences.

• Collaborate with the CRM Data and Platforms team to maintain execution roadmaps, capability pull-through, vendor management, and stewardship of CRM data.

• Partner with the CRM Content Production Team to create a cohesive and reliable experience for our Commercial and Medical teams for customer content that is delivered (published) through our CRM.

• You will be responsible for service team culture of adaptability and accountability while coaching and advising service team members on CMG operating principles.

• This position is based in South San Francisco and relocation benefits are not available at this time.

Who You Are

• You possess a Bachelor's Degree and have 12-15 years of experience across varying roles with significant time in customer relationship management, field operations, and patient-facing operations.

• You have experience leading cross-functional teams and have broad expertise in all aspects of Customer Relationship Management capabilities and Field Relationship operations.

• You have experience standing up, building, and scaling Customer Relationship Management capabilities across large and diverse organizations.

• You possess a keen ability to apply knowledge of current Customer Relationship Management trends to Genentech's business needs and enterprise-level strategy.

• You have a growth mindset and look to continually learn and build expertise.

• You have a strong ability to influence and inspire individuals across a network, from front-line employees to executives.

Preferred Skills

• You have an MBA or other related graduate level degree.

• You have experience in the managed care, pharmaceutical, or biotech industry.

• You are experienced in Change Leadership.

The expected salary range for this position based on the primary location of CA is $170,200 - $316,200. 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

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Genentech is an equal opportunity employer, and we embrace the increasingly diverse world around us. Genentech prohibits unlawful discrimination based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin or ancestry, age, disability, marital status and veteran status.