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 PositionThe Opportunity
As the APAC Regional Customer Service Centre (RCSC) Lead, you will be the primary architect of Roche Diagnostics’ first-ever centralized customer service operation in the Asia-Pacific region. Based in our Kuala Lumpur hub, you will lead a world-class digital transformation, shifting traditional support into a proactive, AI-driven ecosystem that serves as a commercial differentiator.
In this high-impact leadership role, you will:
Architect a Digital Future: Build and evolve a centralized Customer Service Centre (CSC) by integrating Generative AI and automation to deliver a seamless, predictive customer experience.
Drive Strategic Transformation: Transition the region from reactive support to a high-efficiency hub, utilizing data-driven strategies to optimize the "cost to serve" while maximizing value.
Lead with Vision & Purpose: Act as a Visionary, Architect, Catalyst, and Coach. You will move beyond traditional management to foster a culture of psychological safety, creative thinking, and extreme accountability.
Master Resource Architecture: Take full accountability for regional budgeting and ROI. You will design intelligent workforce strategies that balance AI-assisted capacity planning with the diverse needs of different markets.
Catalyze Data-Driven Excellence: Shift the organization from retrospective reporting to predictive analytics, establishing KPIs that measure customer sentiment and systemic resolution quality.
Bridge the Global-Regional Ecosystem: Serve as a high-influence connector between global product teams and regional stakeholders, ensuring the APAC hub is an integral part of our Global 2030+ strategy.
Who You Are
You are a strategic leader who thrives on ambiguity and is passionate about redefining the intersection of technology and human-centric service. You possess the "courageous authenticity" required to challenge the status quo and build high-trust relationships at all levels.
Your Qualifications:
Proven Leadership: You bring 15+ years of experience in operations leadership, with at least 10 years specifically leading centralized service environments (e.g., large-scale contact centers or shared service hubs).
Educational Excellence: You hold a Bachelor’s degree in Engineering, Operations, Business, or Biological Sciences. An MBA or advanced degree is highly preferred.
Digital & Analytical Savvy: You have a strong background in leveraging data and emerging technologies (like AI/automation) to influence business decisions and build future-ready teams.
Systems Thinking: You are an expert at "connecting the dots" across complex geographies and cross-functional business areas to drive systemic alignment.
Exceptional Influence: You are an elite communicator capable of influencing senior executives and building strategic partnerships across Sales, Marketing, and Quality.
Global Mobility: You are energized by working in a global environment and are willing to travel up to 25% to stay connected with our affiliates and global partners.
Let’s thrive together in a culture built on trust, collaboration, respect, and high performance.
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.
Skills Required
- 15+ years operations leadership experience, with at least 10 years leading centralized service environments (contact centers/shared service hubs)
- Bachelor's degree in Engineering, Operations, Business, or Biological Sciences
- MBA or advanced degree
- Proven experience leveraging data and emerging technologies (AI/automation) to inform business decisions and build teams
- Systems thinking and ability to align complex, cross-functional geographies
- Exceptional communication and influencing skills with senior executives and cross-functional partners
- Willingness to travel up to 25%
Roche Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Roche and has not been reviewed or approved by Roche.
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Retirement Support — U.S. materials describe a 401(k) with both matching and an additional company contribution, supported by formal plan documents and true‑up features. This structure is positioned as a standout element of the total package, particularly at Genentech.
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Leave & Time Off Breadth — Time‑off provisions include substantial vacation, a year‑end shutdown, and a paid six‑week sabbatical after six years. These elements indicate a recharge‑oriented approach within the U.S. offering.
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Healthcare Strength — Company materials emphasize comprehensive medical, dental, vision, and mental‑health resources alongside well‑being programs. Benefits pages consistently highlight breadth across core health coverage elements.
Roche Insights
What We Do
Roche is a global pioneer in pharmaceuticals and diagnostics focused on advancing science to improve people’s lives. The combined strengths of pharmaceuticals and diagnostics under one roof have made Roche the leader in personalised healthcare – a strategy that aims to fit the right treatment to each patient in the best way possible. Roche is the world’s largest biotech company, with truly differentiated medicines in oncology, immunology, infectious diseases, ophthalmology and diseases of the central nervous system. Roche is also the world leader in in vitro diagnostics and tissue-based cancer diagnostics, and a frontrunner in diabetes management. Founded in 1896, Roche continues to search for better ways to prevent, diagnose and treat diseases and make a sustainable contribution to society. The company also aims to improve patient access to medical innovations by working with all relevant stakeholders. Thirty medicines developed by Roche are included in the World Health Organization Model Lists of Essential Medicines, among them life-saving antibiotics, antimalarials and cancer medicines. Roche has been recognised as the Group Leader in sustainability within the Pharmaceuticals, Biotechnology & Life Sciences Industry ten years in a row by the Dow Jones Sustainability Indices (DJSI).
