From the beginning, Genentech has been a team of highly dedicated, passionate individuals. We are a place where people are united around a single purpose and an ambitious vision. Together, we aspire to deliver ever better health outcomes for patients while lowering overall healthcare costs. Our goal is to compel the customer to act on behalf of their patients while showing great commitment to the rare disease community, whose support is key. Utilizing innovative methods to identify patients who may benefit from treatment, we must take a highly strategic approach to patient access while assisting patients and their caregivers to navigate the healthcare system.
POSITION SUMMARY
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. Working across CE Operations, field leadership, enterprise partners, and service teams, this leader ensures CE has reliable access to the administrative, logistical, activation, and operational support required to focus on the highest-value work.
SCOPE & KEY RESPONSIBILITIES
Internal Operations & Services Leadership & Talent
- 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.
Integrated Service Model & Governance
- 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.
Demand, Capacity & Performance Management
- 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.
Specialized Services & Partner Management
- 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.
Continuous Improvement & Adoption
- 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.
KEY DELIVERABLES
- CE service catalog and access model
- Operating standards, service levels, and governance
- Integrated service workplan and capacity view
- Performance dashboard and continuous-improvement priorities
- Resource, vendor, and technology recommendations
- ABP coverage and deployment standards
- Meeting, logistics, CSO, and activation service standards
- Service adoption, customer experience, and effectiveness reviews
MINDSET & CAPABILITIES
- Service-oriented leader who combines strategic thinking with operational discipline
- Exceptional people leader, coach, and talent developer
- Systems thinker who sees interdependencies across services, teams, and business needs
- Strong customer mindset with a focus on making CE easier to navigate and operate
- Skilled at standardizing where scale matters and customizing where business value requires it
- Strong judgment in prioritizing demand and deploying limited capacity
- Demonstrated ability to simplify complex processes and reduce administrative burden
- Influential partner who works effectively across senior leaders, peers, vendors, and cross-functional teams
- Strong business acumen and ability to use performance data to drive improvement
- Comfortable leading change, adoption, and continuous improvement across a matrixed organization
- Strong drive for results, accountability, and service excellence
REQUIRED 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
PREFERRED QUALIFICATIONS
- Graduate-level degree (e.g., MBA or advanced degree)
- Experience supporting a large commercial or field organization
- Experience with administrative services, meeting operations, vendor management, activation capabilities, or business process improvement
Location: This position can be located in SSF or remote and relocation benefits are not available.
The expected salary range for this position based on the primary location of CA is $166,500 - $309,100 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.
Benefits
Genentech is an equal opportunity employer. It is our policy and practice to employ, promote, and otherwise treat any and all employees and applicants on the basis of merit, qualifications, and competence. The company's policy prohibits unlawful discrimination, including but not limited to, discrimination on the basis of Protected Veteran status, individuals with disabilities status, and consistent with all federal, state, or local laws.
If you have a disability and need an accommodation in relation to the online application process, please contact us by completing this form Accommodations for Applicants.
