Group Manager - Customer Support - Digital Solutions

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 Position A healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love. That’s what makes us Roche. Roche Support Network offers an exciting opportunity for individuals who are passionate about problem-solving. As a research-focused healthcare company, Roche is dedicated to discovering, developing, and providing innovative diagnostics and therapeutic products. With a commitment to employee development and a work environment that values respect and empowerment, Roche offers exciting career prospects for those seeking to make a significant impact on patient care. The Opportunity: As a Group Manager - Customer Support - Digital Solutions, you will lead and empower a team of Customer Support professionals to deliver exceptional service and technical expertise to our customers. You will oversee the activities of the Customer Support organization within your assigned affiliate and division. Your leadership will drive operational excellence, customer satisfaction, and alignment with Roche’s strategic vision. As the Group Manager - Customer Support - Digital Solutions, you will: Lead and manage Customer Support Team Managers and their activities to ensure exceptional service delivery for assigned customersSupport the implementation and consistent execution of the affiliate’s contact center and technical support strategyDrive the successful execution of the vision and strategy, ensuring optimal business performance and customer outcomesOversee documentation, service methodology, product design, and service plans to ensure timely and effective execution aligned with diverse customer needsEnsure customer service issues are resolved efficiently and to the highest standardManage interfaces and collaboration between the Customer Support organization and related business areas to strengthen operational alignmentPartner with cross-functional affiliate, regional, and global colleagues to address evolving product and customer needsSelect, develop, and evaluate team members, fostering a culture of accountability, collaboration, and continuous improvementBuild and maintain a strong organizational culture centered on service excellence, employee engagement, and professional growth Who You Are: Our preferred candidate would work onsite at our Indianapolis Headquarters. Minimum Requirements: Bachelor’s degree in Medical Technology, Clinical Chemistry, Microbiology, Information Technology, Life Sciences, Business, or other appropriate discipline10 years of progressive experience, with prior experience in a clinical laboratory, healthcare environment, or diagnostics industry preferred5 years of prior direct people leadership experience (or equivalent), with experience preferred in a technical support, quality, contact center, or business equivalent functionAbility to learn Roche product lines, equipment, products and/or systemsExcellent leadership, communication, organization, and customer service skills Preferred Requirements: Strong organization and analytical skills to uncover key technical, operational, and strategic issuesStrong interpersonal skills to effectively lead, manage and influence people at variousorganizational levels internally and externallyGeneral understanding of contact center systems and processes This role is not eligible for relocation benefits The expected salary range for this position based on the primary location of Indianapolis, IN is 124,700-231,500 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. Benefits Who we are 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. 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. Roche is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual's race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.