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 PositionProject Lead is accountable for driving the strategic execution, global rollout, and business impact of the Autonomous Remote L1 Support Program, redesigning Roche’s remote-support experience around an AI-first operating model. You will lead the implementation of an end-to-end, 24/7 support ecosystem across voice, chat, digital, and connected-service channels, delivering core AI capabilities (including Voicebot Case Creation, Predictive Routing, and First-Contact Resolution).
Will ensure seamless, zero-friction omnichannel context transfers, global workflow harmonization across priority focus regions, and robust change management using the ADKAR model. Aligned with Dia Service Strategy 2030+ governance, your role is pivotal in driving operational efficiency, scaling autonomous resolution, and unlocking significant long-term value and operational savings across Diagnostics Customer Support.
Key Responsibilities:
Lead the strategic direction and global execution of the Autonomous Remote L1 Support Program to maximize customer adoption and positive business impact across regions, contact centers, and affiliates.
Drive the AI-first process redesign of L1 support workflows, harmonizing fragmented regional SME processes across focus affiliates into a single global blueprint.
Synchronize program execution and milestones with critical external dependencies, including the Contact Center as a Service (CCaaS) Hub rollout, core infrastructure, and GenAI frameworks.
Establish clear accountability frameworks, strict Definition of Done (DoD) phase-gate criteria, and benefit tracking mechanisms in close partnership with Global Service Finance and Service Insights workstreams.
Embed the ADKAR change management framework across all rollout phases to evaluate organizational readiness, overcome agent behavioral resistance, and drive active adoption of self-service tools and AI capabilities.
Establish, lead, and empower a multifunctional Project Core Team (PCT), creating a positive, high-urgency environment aligned with joint program ambitions.
Collaborate closely with Dia Service Strategy 2030+ execution workstreams (Finance, Service Insights, Change Management, Communications, Execution) and represent the program to the Steering Committee and senior management.
Manage ambiguous business situations, resolve stakeholder conflicts, and proactively address technical, regulatory, and scope constraints (e.g., local compliance, language capabilities, and legacy instrument decommissioning timelines).
Qualifications:
5–7+ years of experience in project or program management leading complex cross-departmental or cross-site service transformation initiatives in Diagnostics or MedTech.
Demonstrated experience leading complex AI, GenAI, Contact Center, or platform integration programs in a global, matrixed organization.
Proven track record in global process harmonization, with the ability to align disparate regional SME workflows into a unified operational model.
Extensive experience with project management methodologies in Agile environments and gate-based Project Frameworks.
Extensive change management experience across project styles, with practical knowledge of the ADKAR model (change management certification, e.g., Prosci, is an advantage).
Project management certification (e.g., IPMA, PMI, PRINCE2) is an advantage.
Strong financial literacy with experience tracking large-scale project budgets, managing business cases and tracking financial impact metrics.
Domain knowledge of Diagnostics Customer Support, L1 contact center processes, and enterprise IT architectures is a strong advantage.
Excellent interpersonal, leadership, collaboration, and conflict resolution skills to navigate schedule-sensitive and resource-constrained environments.
Excellent communication and presentation skills, including delivering effective presentations to senior management and executive steering committees.
Self-starter with the ability to work with minimum or no supervision in a fast-changing international setting.
Fluency (spoken and written) in English is mandatory; additional languages are an asset.
Willingness to travel up to 25–30% of the time.
What you get:
Annual bonus payment based on your performance (target 20%).
Private healthcare ( LuxMed packages), group life insurance (UNUM) and Multisport.
Recharge Fridays (2 Fridays off per quarter).
Flex Location (possibility to perform our work from different places in the world for a certain period of time).
Stock share purchase additions.
Yearly sales of company equipment and many more!
INTERESTED? APPLY!
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Information about the compensation package for this position will be provided ahead of any interview
Who we areA 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
- 5-7+ years of experience in project or program management leading complex cross-departmental or cross-site service transformation initiatives in Diagnostics or MedTech
- Experience leading complex AI, Generative AI, contact center, or platform integration programs in a global, matrixed organization
- Experience harmonizing regional workflows into a unified global operational model
- Extensive experience with project management methodologies in Agile environments and gate-based project frameworks
- Extensive change management experience and practical knowledge of the ADKAR model
- Change management certification, such as Prosci
- Project management certification, such as IPMA, PMI, or PRINCE2
- Strong financial literacy, including large-scale project budget, business case, and financial impact tracking
- Domain knowledge of Diagnostics Customer Support, L1 contact center processes, and enterprise IT architectures
- Strong interpersonal, leadership, collaboration, and conflict resolution skills
- Excellent communication and presentation skills, including presentations to senior management and executive steering committees
- Ability to work independently with minimal or no supervision in a fast-changing international setting
- Fluency in spoken and written English
- Additional language fluency
- Willingness to travel up to 25-30% of the time
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).
