[Hiring] Head of Customer Engagement Internal Operations & Services @Genentech

Role Description

The Head of Customer Engagement (CE) Internal Operations & Services is responsible for the integrated operating systems, standards, and specialized services that help CE leaders and teams operate consistently and execute effectively. This leader oversees the service model across Meetings and Logistics, Contract Sales Force (CSO) support, Activation, Tools & Training, and Administrative Business Partner (ABP) Services. The role is accountable for clear service standards, demand and capacity management, performance visibility, vendor and technology recommendations, continuous improvement, and the development of strong functional capabilities.

• Lead, coach, develop, and manage the leaders responsible for Meetings and Logistics, CSO support, Activation, Tools & Training, and ABP Services.
• Establish clear roles, decision rights, service expectations, and accountability across the function.
• Build a connected Internal Operations & Services community that shares standards, practices, insights, and capacity across service areas.
• Develop the capabilities required to deliver reliable, scalable, and customer-centered services across CE.
• Recruit, develop, and retain high-performing talent while creating meaningful growth opportunities across the function.

Qualifications

• Bachelor's degree required.
• Minimum of 10-12 years of pharmaceutical, biotechnology, consulting, commercial operations, shared services, business operations, and/or related experience.
• Significant people leadership experience, including leading managers and/or specialized functional teams.
• Demonstrated experience designing or managing shared services, service operations, or enterprise support models.
• Experience establishing standards, governance, capacity management, and performance measures.
• Demonstrated ability to influence senior leaders and lead through a complex matrixed organization.
• Experience leading organizational change, process improvement, and adoption of new ways of working.
• Ability and willingness to travel for internal and external business meetings.

Requirements

• Own the integrated CE service model across Meetings and Logistics, CSO, Activation, Tools & Training, and ABP Services.
• Define service catalogs, access channels, service levels, governance, and clear expectations for how CE teams engage each capability.
• Ensure common services are standardized where scale creates value while preserving flexibility for meaningful business differences.
• Create clear handoffs and integration points with Field Operations and Enterprise Operations so requests route to the right owner.
• Establish operating standards that reduce administrative complexity and improve the overall CE service experience.
• Maintain an integrated view of service demand, workload, capacity, constraints, and emerging support needs across CE.
• Prioritize service demand and deploy team capacity against the highest-value business needs and workload peaks.
• Establish performance dashboards, service measures, and regular reviews that provide visibility to quality, responsiveness, and capacity.
• Identify recurring demand patterns and use them to inform staffing, service design, process, and technology decisions.
• Provide recommendations on resources, capacity, vendors, and technology based on service performance and business needs.
• Ensure consistent planning, logistics, and execution standards for CE meetings and events.
• Oversee the operating support, coordination, and performance visibility required for CSO-related work.
• Ensure CE teams have effective activation tools, training, content, insights, and measurement support and can use those capabilities effectively.
• Own ABP coverage, deployment, support standards, and service expectations across executive, team, and ecosystem support.
• Manage relationships with external vendors and partners and hold them accountable for quality, service, cost, and agreed outcomes.
• Create mechanisms to gather feedback from CE leaders, teams, and service users and translate it into improvement priorities.
• Identify opportunities to simplify processes, reduce duplication, improve self-service, and remove unnecessary administrative burden.
• Drive adoption and effectiveness of tools, training, content, and service processes through clear communication and support.
• Promote common ways of working while continuously evolving services based on business needs and lessons from execution.
• Partner across CE Operations to ensure service capabilities support enterprise priorities, field needs, and major business cycles.

Benefits

• Discretionary annual bonus may be available based on individual and Company performance.
• This position qualifies for the benefits detailed at the link provided below.