Costa Rica, Sinaloa, México
Onsite
At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.
The Opportunity:
In this newly established blended role, you will combine senior individual contribution in product management (70%) with operational team leadership (30%). As a Product Manager, you will provide hands-on execution support, translate business needs into functional requirements, and manage backlog hygiene.
As a Team Lead, you will establish, structure, and lead the new Pharma CRM Support Team for the US market—initially managing one direct report with the opportunity to scale the operation in the foreseeable future.
Key Responsibilities:
Team Leadership & Support Establishment (30%): Build up and operationalize the new Pharma CRM Support Team. Define and implement support workflows, incident triage protocols, and Service Level Agreements (SLAs) tailored to US business needs. Provide day-to-day mentorship and serve as the primary escalation point for critical CRM support issues.
Product & Delivery Support (70%): Translate business needs into clear user stories, functional requirements, and explicit acceptance criteria. Develop detailed business process flows and independently maintain product backlogs and JIRA priorities as directed by leadership.
Cross-Functional Alignment: Act as the strategic liaison between the US support team, technical development squads, QA, vendors, and business leadership.
Quality Assurance & Operations: Support Software Quality Assurance (SQA) and User Acceptance Testing (UAT) planning, execution, and defect tracking. Assist with ongoing CRM enhancements, minor configuration changes, and data validation outputs.
Compliance & Audit: Ensure all product documentation and support logs strictly align with Life Sciences compliance and audit guidelines.
Who you are:
Experience: 5–8 years of experience supporting CRM platforms, with mandatory experience working within Life Sciences, Commercial, or Medical CRM environments.
Team Leadership Readiness: Proven experience or strong readiness to step into a Team Lead role, with a track record of mentoring team members, managing workloads, or setting up operational workflows.
Product Management Competency: Strong experience writing detailed user stories, tracking functional requirements, and mapping complex business processes.
Tools & Ecosystems: Advanced, hands-on experience with JIRA, Confluence, and CRM Service Desks (or equivalent ticketing frameworks).
Stakeholder & Soft Skills: Exceptional communication skills to build a strong team culture, drive accountability, and confidently manage expectations with US business partners and executive stakeholders.
Preferred:
Platform Expertise: Specific, hands-on experience with Salesforce or Veeva CRM architectures.
Framework Design: Demonstrated ability to design support intake structures and end-to-end SLA tracking mechanisms from scratch.
Relocation benefits are not available for this posting.
This position also offers an attractive benefits package.
Learn more about how we reward our employees at Roche.
A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.
Let’s build a healthier future, together.
Roche is an Equal Opportunity Employer.
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