Job Description

The Position Summary: The Global E2E Support Operations Manager oversees all services delivered from the Global Customer eXperience (GCX) organization to Roche myBuy internal users and maintains oversight of the operational controls to deliver a consistent, effective and trusted service experience, leveraging external best practices and enabling capabilities from within GCX e.g. CXP, SDX and TPX. In this role, the Global E2E Support Operations Manager will identify and drive improvements in the customer and agent experience for all myBuy support needs (and other ASPIRE operational deployments in the future), contributing to the overall Employee Experience service strategy, in alignment with company and organization mission and ambitions. This position also has the responsibility to partner with business affiliates and global colleagues to promote the Employee experience value proposition. Essential Responsibilities: The Global E2E Support Operations Manager will deliver the Roche Services & Solutions (RSS) and Global Customer eXperience (GCX) service strategy, by implementing action into the each of the following: People Management Recruit and inspire a team of support professionals and leaders to deliver an exceptional service experience to Roche customers Scale and lead a sustainable, high-performance, motivated team across a global landscape that believes in and delivers outcomes to delight our customers. Mentor, support and guide Regional Leaders to promote clear expectations of the team members Provide coaching and guidance to help the organization excel and build a work environment that attracts and retains talent to deliver an exceptional service experience to our customers Provide regular feedback and assistance in mastering knowledge and skills. Foster the team\'s professional development and growth, and promote teamwork and cooperation. Support cross regional career advancement and succession planning. Provide leadership to the Regional Leaders, guiding them in managing the daily operations and team members. Act as a connecting resource for clarification of company policies ensure consistency within the team through coaching and mentoring, check-ins, and feedback sessions. Promote a culture based on the organization mission, vision, Employee Experience strategy, roadmap and goals. Proactively monitor and identify opportunities to increase the efficiency of the organization\'s capacity and processes, aligned with the vision and mission of the organization and the company Service Management Develop and implement innovative service offerings to improve the quality and value of our service experience leveraging a channel strategy that provides the customer with an easy and accessible service experience to solve the question or issue efficiently and effectively. Ensure that the appropriate processes, technology, and people are in place to provide the best possible employee experience supporting the adoption and use of Roche\'s E2E support solutions. Support cross regional collaboration, fostering simplification, harmonization and standardization of tools, processes and practices ensuring consistent and quality services that provide the best customer experience. Drive a feedback loop and insights on prioritization to product managers and key stakeholders to represent the voice of the customer and the needs of our team members who interface to our external customers. Establish and provide input and tracking of operational metrics and service level requirements to achieve business goals. Act as an escalation channel for critical service issues impacting the overall customer experience. Actively participate in and/or lead quality business reviews to review service performance, discuss future goals, and devise action plans to address any service gaps. Oversee operational proficiency by managing the delivery of support services and service level requirements. Ensures all Service Level deliverables and Key Performance Indicator (KPI) commitments are consistently met Lead and/or actively participate in the global digital support services management squad Provide consultancy and/or oversee service management activities and governance of services delivered by 3 party vendors, as requested Coordinate team readiness activities for service adjustments or enhancements based on new product launches, releases and expansion Act as a change agent, systematically driving continuous improvement and operational excellence follow emerging trends and best practices in customer service. Ensure full compliance with all regulations, compliance, privacy related to supporting Roche external customers. Cross Functional Collaboration Nurture trust and mutual purpose through: Collaboration across all GCX functions Collaboration with other RSS functions Collaboration with Informatics functions Collaboration with teams outside of RSS, including our key stakeholders and customers globally Collaborate with Regional Leaders in proactively communicating with stakeholders on any changes and potential issues - addressing difficult situations upfront. Guide and support the Regional leaders to strategize process improvements plans. Manage service quality expectations and addresses customer concerns. Understand the issues and risks associated with the services and escalate as appropriate ensuring the respective functions are engaged. Required Qualifications Education and Experience: University bachelor degree or higher, preferably in an area of Computer Science, Business, Finance or equivalent MBA or equivalent is required Minimum 10 + years experience working in a customer support environment, shared services environment, or equivalent. With 5 + years in leadership and management roles, vendor management, and contractor administration. Experience with external customer support, preferably focused on patient, HCP interactions A profound knowledge in Finance and Procurement, and any additional industry expertise would be a plus. Experience in Shared Service / GBS market environments Knowledge, Skills, and Abilities: Passionate customer advocate and proactive process transformation leader with a sense of urgency Skilled in building knowledge-based communities using a variety of technical training mediums Desired understanding of call center environment management tools Ability to work in, co-create and contribute to a highly complex and team-oriented global environment. Ability to work in, and contribute to, a fast-paced and changing environment, where multiple priorities need to be effectively managed, while maintaining composure and flexibility in a structured and highly complex environment. Drive cost-conscious spending behavior to manage team engagement funds. Excellent technical skills for analyzing and troubleshooting problems in a complex customer environment Ability to communicate clearly with technical and non-technical audiences, both verbally and written. Excellent organizational skills and ability to prioritize tasks among many Excellent written and verbal communication skills Proven skills in relationship building, customer-focus, decision-making, and problem solving in complex stakeholder community Must have a high aptitude for learning. Must be highly accountable and results oriented with a strong persistence, resourcefulness, drive and ability to work proactively. Knowledge of global solutions and standards as they relate to our local/regional solutions and processes (preferred). High proficiency in working virtually Personal Attributes People oriented mindset, highly accountable, agile, and results oriented. Acts as a servant leader. Lives the Roche values and leadership commitments, drives a collaborative culture and process growth mindset. Certificates, Licenses and Registrations: ITIL v4 Foundation Certification (preferred) Agile or Scrum master (preferred). Lean Six Sigma Green Belt or Black Belt (preferred). PROSCI change management (preferred). Relocation benefits are not available for this job posting. Who we are 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. The Roche Services & Solutions as well as People Support Solutions organisations located in San Jose provide end-to-end business solutions for Finance, Procurement, IT, Communications, People & Culture (Human Resources) and beyond to our Roche colleagues across the Americas region. Today Roche employs altogether around 800 employees in Costa Rica. Roche is an Equal Opportunity Employer.

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