CSD Operational Excellence Lead

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CSD Operational Excellence Lead

Who We Are:

At Roche, we are passionate about transforming patients’ lives and we are fearless in both decision and action - we believe that good business means a better world. We commit ourselves to scientific rigor, unassailable ethics, and access to medical innovations for all.

As part of Roche Information Solution (RIS), Global Customer Support (GCS) is the global organization responsible for technical services in the Roche Diagnostics Division. GCS builds a worldwide network of support and training centers, which educate and provide assistance to local and regional service staff in the Roche Diagnostics affiliates and its external distributors.

The Opportunity:

In this position, you will serve as the Primary Technical Authority and Operational Driver for the NALA CSD Chapter. While the Chapter Lead manages the overarching business strategy and affiliate relationships, you will be the technical expert who "owns the work."

You will be responsible for the technical execution, process automation, and operational delivery of our primary product, navify LabOps (nLO), as well as other digital healthcare products within the Roche portfolio, for upgrades and new implementations across the Americas. By acting as the bridge between complex technical realities and business goals, you will direct our regional delivery teams, ensuring high-quality, standardized, and automated technical delivery.

Key Roles & Responsibilities:

• Own end-to-end technical delivery of CSD projects across NAM and LATAM, serving as the ultimate escalation point for complex technical risks, with accountability for success metrics and timely resolution.

• Define and monitor operational KPIs (system utilization, delivery speed, quality indicators) through structured bi-weekly engagement with delivery teams, translating metrics into continuous improvement actions.

• Drive technical standardization across all CSDs and regions to ensure consistent quality, repeatable processes, and predictable outcomes in project delivery.

• Lead Factory Automation initiatives that radically enhance scalability and efficiency—evaluate, implement, and monitor adoption of tailored tools (iSync, Docufy, performance lab replacements) to measurably increase delivery speed.

• Serve as primary technical interface to cross-functional stakeholders—confidently engage with delivery teams, PMOs, Scrum Masters, and developers to enforce technical standards and accountability.

• Manage technical budget oversight, approving tool, delivery, and PMO expenses to ensure alignment with strategic priorities and financial constraints.

• Act as technical translator bridging product teams, PMOs, the Chapter Lead, and regional IT managers—ensure clarity, alignment, and informed decision-making across organizational silos.

• Mentor and unblock regional delivery teams by removing technical roadblocks, facilitating skill development, and championing modern, agile practices within the hubs.

• Forecast technical capacity and strategically allocate engineers and analysts across regional hubs to optimize resource utilization and project success.

• Promote CSD adoption and global alignment by leveraging technical credibility to build trust with local affiliates, identify cross-regional collaboration opportunities with EMEA, and drive consistent technical strategy globally.

Who You Are:

You are a deeply technical expert who thrives in an operational leadership role. You have the hands-on knowledge to challenge developers and engineers, coupled with the communication skills to explain technical constraints to business leaders.

As our ideal candidate, you possess:

• Bachelor’s degree in Medical Technology, Microbiology, Information Technology or related discipline or equivalent work experience

• 6 years of progressive experience with 5 years of specific experience with industry or diagnostics products 

Preferred Qualifications:

• Strong foundation in IT infrastructure.

• Deep Subject Matter Expertise: 3+ years of hands-on technical experience in laboratory diagnostics, healthcare software, or LIS/HIS implementation.

• Core Technical Knowledge: Deep knowledge of navify LabOps (formerly cobas infinity) as our primary digital product is required, along with an understanding of our broader digital product portfolio. Technical fluency with ASTM, HL7, general communication protocols, and complex medical laboratory workflows is mandatory.

• Automation & Agile Mindset: Proven experience driving process automation, utilizing modern deployment tools, and working within Agile/Scrum frameworks. Project Management experience is a strong plus, but technical operational capability is the priority.

• Team & Stakeholder Management: Demonstrated ability to confidently manage cross-functional teams, hold delivery teams accountable, and translate complex technical issues to non-technical stakeholders.

• Language Skills: Fluent communication skills in English (oral and written) are required. Fluency in Spanish is highly preferred, and Portuguese is an additional advantage.

Location: This is a remote position open to candidates anywhere in the United States, as well as Panama City and São Paulo, Brazil.

Relocation benefits are not available for this role.

The expected salary range for this position based on the primary location of Indianapolis, IN is $97,000 - $180,100.  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

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.

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