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 PositionA 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 customers.
- Support the implementation and consistent execution of the affiliate’s contact center and technical support strategy.
- Drive the successful execution of the vision and strategy, ensuring optimal business performance and customer outcomes.
- Oversee documentation, service methodology, product design, and service plans to ensure timely and effective execution aligned with diverse customer needs.
- Ensure customer service issues are resolved efficiently and to the highest standard.
- Manage interfaces and collaboration between the Customer Support organization and related business areas to strengthen operational alignment.
- Partner with cross-functional affiliate, regional, and global colleagues to address evolving product and customer needs.
- Select, develop, and evaluate team members, fostering a culture of accountability, collaboration, and continuous improvement.
- Build 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 discipline.
- 10 years of progressive experience, with prior experience in a clinical laboratory, healthcare environment, or diagnostics industry preferred.
- 5 years of prior direct people leadership experience (or equivalent), with experience preferred in a technical support, quality, contact center, or business equivalent function.
- Ability to learn Roche product lines, equipment, products and/or systems
- Excellent leadership, communication, organization, and customer service skills
Preferred Requirements:
- Strong organization and analytical skills to uncover key technical, operational, and strategic issues.
- Strong interpersonal skills to effectively lead, manage and influence people at various
- organizational levels internally and externally.
- General 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.
Skills Required
- Bachelor's degree in Medical Technology, Clinical Chemistry, Microbiology, Information Technology, Life Sciences, Business, or another appropriate discipline
- 10 years of progressive experience
- Prior experience in a clinical laboratory, healthcare environment, or diagnostics industry
- 5 years of direct people leadership experience or equivalent
- Experience in technical support, quality, contact center, or a comparable business function
- Ability to learn Roche product lines, equipment, products, and systems
- Excellent leadership, communication, organization, and customer service skills
- Strong organization and analytical skills
- Strong interpersonal skills to lead, manage, and influence people at multiple organizational levels
- General understanding of contact center systems and processes
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).
