[Hiring] Senior Director, Regional Lead Patient Experience @Roche

Role Description

This role is an essential part of our Public Affairs & Access (PAA) organization, specifically within Patient Experience (PX). Patient Experience is dedicated to optimizing every touchpoint along the patient journey to ensure seamless access, navigation, and support across our drug portfolio. As a member of this team, you will collaborate closely with key stakeholders across Squads, Commercial functions, Quality, Compliance, and external partners to design and deliver high-impact patient solutions. Together, we aim to deliver exceptional support, commercial affordability, and end-to-end program management that directly impacts the lives of the patients we serve.

As the Senior Director, Patient Experience Region Lead, you will serve as the strategic regional owner accountable for:

• Driving the operational delivery, performance, and scalable execution of Genentech’s patient support and navigation services across your assigned territory.
• Leading a high-performing, distributed regional team to navigate complex access challenges, optimize provider workflows, and enhance the overall patient experience across the full product portfolio.
• Overseeing regional operational performance, service quality, and cross-portfolio support to resolve complex patient and provider access, reimbursement, and healthcare ecosystem challenges.
• Leading, coaching, and developing a large, distributed regional team of Team Leads and Patient Navigators, aligning daily execution to key patient outcomes and enterprise KPIs.
• Owning the end-to-end regional implementation and rollout of new product launches, patient support programs, and technology enhancements.
• Partnering with regional Customer Engagement (CE) teams and ecosystem stakeholders to identify, address, and eliminate regional access barriers.
• Cultivating and sponsoring a regional community of practice among leaders to drive consistent execution and share operational best practices.
• Translating regional market insights, payer dynamics, and provider ecosystem trends into actionable patient support strategies and enterprise interventions.
• Fostering a culture of psychological safety, resilience, change leadership, and accountability to prevent burnout and ensure sustained regional impact.

This role is 100% remote within the Midwest region. Candidates must reside in one of the following states: IA, IL, IN, KS, KY, MI, MN, MO, ND, NE, OH, SD, TN, WI, WY.

Qualifications

• Bachelor’s degree in a related field (e.g., business, healthcare management, public policy) or equivalent experience (advanced degree preferred).
• 12 or more years of experience in healthcare, patient services, reimbursement, or related roles within pharmaceutical, biotechnology, or healthcare organizations.
• 5+ years of direct people leadership experience, with a demonstrated ability to manage managers and lead large, distributed teams.
• Deep knowledge of regional healthcare market dynamics, reimbursement processes, specialty pharmacy workflows, and patient access challenges.
• Proven expertise in change leadership, cross-functional influencing, team coaching, and leveraging data/technology to improve patient health outcomes.
• Strong familiarity with account-based customer engagement models and experience leading contact center operations, patient navigation hubs, or field support teams.

Requirements

• Relocation benefits are not available for this posting.

Benefits

• The expected salary range for this position based on location:
• WI, WY: $144,752 - $268,753
• IA, KS, KY, MO, NE, ND, OH, SD: $170,900 – $317,300
• IL, IN, MI, MN, TN: $179,800 - $334,000
• 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 in this link.