Reporting to the Senior Vice President of Genentech Business Operations, this senior leadership position is accountable for defining and monitoring the standards for the patient and customer experience we create across US Commercial, Medical, and Government Affairs (CMG); driving and ensuring cross-CMG orchestration of patient and customer engagement to enable that experience; and executing effective, efficient, and compliant delivery in several key engagement channels.
Experience Operations (XO) is CMG’s operational engine to enable leading patient and other customer experiences, backed by unsurpassed omnichannel capabilities and effective and efficient execution within and across patient and other customer engagement. XO comprises centers of excellence in patient and customer experience and engagement design and co-creation; Cx platforms, systems, and digital solution enablement; end-to-end content management; business process excellence; digital and other engagement channels (web, social, mobile, relationship marketing, inside sales, samples, events, and beyond); and omnichannel orchestration. This combined team guides and enables Marketing, Customer Engagement, Medical Affairs, Public Affairs & Access, and all other patient- and customer-facing teams across CMG to shape and drive a seamless, consistent, meaningful, and compliant experience for patients and customers across interactions with us. The team is specifically accountable to:
Define omnichannel standards, shape engagement strategies, and design seamless, consistent & meaningful patient and customer experiences
Innovate & grow CX-enabling capabilities and technology, embedded in customer perspective & needs
Accelerate, connect, and enable the development of technology solutions that enhance the patient and customer experience across CMG.
Drive efficiencies and innovation to advance CX-enabling capabilities, channels, and technology solutions
Orchestrate and deliver seamless, consistent, meaningful channel experiences that efficiently maximize patient impact
Key Duties and Responsibilities:
LEAD
Define CMG standards for the experience we intend to create in all of our patient and other customer engagement
Steward effective, efficient, and compliant delivery in numerous key engagement channels
Drive CMG outcomes through collective leadership with senior leadership peers
Balance the cost, risks, and benefits of investment decisions with an enterprise lens
Set bold aspirations to advance the Pharma vision, set guardrails to guide and empower action
Cultivate a culture where everyone is respected, belongs, can contribute authentically and thrive
Shape and share employee experiences which inspire, engage, and reward our people
GROW
Commit to personal growth mindset and behaviors, and to coaching this mindset in others
Actively invest in our people to develop capabilities for the future
Attract, develop, and retain diverse talent reflecting our world; raise up new and diverse leaders
Model self-care, resiliency, and personal development, and help others to do the same
Embed our Operating Principles in everything we do, fostering and celebrating progress
Model Inclusive Leadership and foster belonging
DEPLOY
Know your business, anticipate changing needs, and proactively develop, adapt, or shed capabilities
Build new Cx-enabling capabilities that anticipate emerging customer and business needs
Enable talent and resources to flow to highest impact use, within and beyond department
Continuously optimize approaches, enable prioritization and celebrate stopping lower impact/misaligned work to achieve maximum impact with minimal resourcing
Deepen partnerships across enterprise to maximize system-wide impact of all capabilities
DELIVER
Sustain a performance culture of clear expectations, appropriate support, and accountability
Coach, hold team members accountable to Standards and actively manage poor performance in partnership with People & Culture (P&C)
Ensure department achieves business impact against customer priorities, timely outcomes, and annual profitability goals
Orchestrate seamless engagement across both digital and non-digital patient and customer experience
Execute with excellence and identify fit for purpose solutions that accelerate the business
Drive and ensure cross-CMG orchestration of patient and customer engagement to an integrated experience
Capabilities:
Expertise and knowledge of customer experience (Cx) design and delivery, omnichannel orchestration, and digital and analog customer engagement channels
Willing and able to persistently challenge and agitate the organization toward a full Cx mindset
Strategic and operational leader who can drive effective and efficient execution against business opportunities, both in the immediate and longer-term
Influential leader and role model who drives effective cross-functional collaboration at speed
Systems thinker who sees interdependencies and implications, and solves for the whole
Demonstrated ability to serve as a connector and catalyst driving impact with urgency
Learner/Growth/Build mindset with ability to cultivate this mindset and practice in others
Required Qualifications and Experience:
Bachelor’s Degree required. Advanced degree preferred (MA/MS/MBA/MPh)
15+ years of work experience with increasing responsibility and a track record of accomplishment
Significant experience designing and delivering customer experience across multiple engagement channels
Significant business process, information systems, and/or operations experience
Significant experience leading large teams, both in direct reporting as well as cross-functional groups
Experience driving organizational change and leading collectively with other senior leaders
Business travel is required to support business needs
This position is based in South San Francisco and relocation benefits are being offered
Desired Additional Experience:
Understanding of the US Healthcare system, the patient journey, and the relevant stakeholders
Knowledge of the legal and regulatory environment as it relates to the biopharmaceutical industry
Experience in helping leaders link their local priorities to enterprise-wide priorities
Experience in leading collaboration across functions and business units
Understanding of interrelationships between business practices and people practices
Operating Principles:
Put Patients First: I always act as if patients I know are in the room and do what's best for them.
Follow the science: I seek answers through experiments, data and debate, and act on facts.
Act as one team: I care, collaborate and commit without boundaries, and trust others to do their part.
Embrace differences: I seek diverse perspectives, invite opposing views, and challenge myself and others.
Accelerate learning: I push to learn new things even if difficult, and openly share my successes and failures.
Simplify radically: I eliminate complexity, reuse with pride, and accomplish more with less.
Make impact now: I take accountability to do what's right, deliver value fast, and don't wait for certainty.
Think long term: I choose actions today that benefit future generations.
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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.