[Hiring] Head of Customer Engagement Enterprise Operations @Roche

Role Description

The Head of Customer Engagement (CE) Enterprise Operations is responsible for the enterprise operating system that enables CE to focus resources on its highest-priority initiatives, launches, Role-Based Orchestration (RBO) work, and field-sponsored commitments. This leader oversees the Enterprise Operations organization and is accountable for intake, prioritization, sequencing, governance, launch readiness, initiative delivery, and executive visibility across the CE enterprise portfolio. The role connects CE Leadership, field leaders, HEDs, enterprise partners, and cross-functional teams to ensure work has clear ownership, disciplined execution, transparent progress, and measurable outcomes.

Qualifications

• Bachelor's degree required
• Minimum of 10-12 years of pharmaceutical, biotechnology, consulting, commercial, strategic, operational, and/or analytical experience
• Significant operations, portfolio, program, or enterprise transformation experience, including leading and managing teams
• Demonstrated experience leading within large, complex, matrixed organizations
• Experience establishing governance, prioritization, portfolio management, and execution systems
• Demonstrated ability to influence senior leaders and lead through others
• Experience leading organizational change and building new capabilities
• Ability and willingness to travel for internal and external business meetings

Requirements

• Lead, coach, develop, and manage the Launch Operations Manager, Portfolio Operations Manager, Enterprise Initiatives Manager, and Enterprise Operations Leads.
• Establish clear roles, decision rights, standards, and ways of working across Enterprise Operations.
• Build a strong Enterprise Operations community that shares tools, practices, insights, and capacity across workstreams.
• Create the capabilities required for teams to prioritize, govern, and deliver complex enterprise work with consistency.
• Recruit, develop, and retain high-performing talent and create meaningful development opportunities across the organization.
• Own the enterprise portfolio of CE initiatives, launches, RBO work, and field-partner-sponsored commitments.
• Establish intake, evaluation, prioritization, and sequencing processes for proposed enterprise work.
• Maintain an integrated view of portfolio demand, dependencies, duplication, capacity constraints, and tradeoffs.
• Ensure resources are concentrated on the highest-value work aligned to CE strategy and business priorities.
• Provide recommendations to CE Leadership on portfolio choices, sequencing, and resource allocation.
• Set common standards for launch readiness, initiative governance, milestone management, outcome measurement, and escalation.
• Oversee integrated launch planning, readiness assessment, risk escalation, and post-launch review across CE.
• Ensure selected enterprise initiatives have clear sponsors, owners, milestones, measures, and decision paths.
• Establish disciplined governance that supports timely decisions without creating unnecessary process burden.
• Drive accountability for delivery against agreed priorities, milestones, and outcomes.
• Create a clear operating model for Regional leaders, HEDs, and other field partners to sponsor enterprise work without carrying the operational burden alone.
• Ensure field-sponsored priorities enter the same transparent intake, prioritization, governance, and delivery system as other enterprise work.
• Oversee RBO operations support and integration with broader CE portfolio planning and execution.
• Connect enterprise work to the appropriate Regions, teams, field partners, and operational capabilities required for delivery.
• Surface recurring field needs that should be addressed once, at scale, through enterprise solutions.
• Provide CE Leadership with a clear, consolidated view of enterprise priorities, progress, risks, dependencies, and capacity.
• Own portfolio governance and decision cadence, including materials for CELT decisions and escalations.
• Establish executive dashboards and outcome reviews that focus attention on the most important issues and decisions.
• Identify opportunities to simplify governance, reduce duplication, and improve speed and consistency of enterprise execution.
• Continuously evolve the Enterprise Operations model based on business needs, field feedback, and lessons from execution.

Benefits

• The expected salary range for this position based on the primary location of CA is $158,700 - $294,700 USD Annual.
• 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.