Vice President Customer Experience and Commercial Operations

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 Opportunity: 

Vice President Customer Experience and Commercial Operations 

Reporting directly to the President & CEO, the Vice President Customer Experience and Commercial Operations  is a high-impact executive position designed to shape the future of our customer experience and portfolio commercialization. As a vital member of the Canadian Network Enabling Team (CNET), you will bridge global vision with local execution, mapping out the agile strategies and corporate policies that drive Canada Pharma forward. You will lead and inspire a sophisticated, multidisciplinary team—encompassing Marketing, Customer Experience, Squad Leaders, and Patient Journey Partners—to deliver seamless, value-driven engagement. Actively collaborating with internal executives and major external stakeholders, you will champion high-level partnerships and high-stakes negotiations that move the needle. Beyond commercial strategy, you will embody the Visionary, Architect, Coach, Catalyst (VACC) leadership model, intentionally cultivating a workplace culture of deep trust, innovation, and peak performance. If you are ready to steer a world-class portfolio and develop the industry leaders of tomorrow, this is your opportunity to leave a defining legacy at Roche Canada. 

What you’ll do:

People Leadership

• Strategic Alignment: Apply a "OneRoche Canada" lens to commercial opportunities, collaborating across Chapters, Squads, and Roche Dx to enable fluid, priority-aligned resourcing.

• Integrated Operations: Build and evolve an integrated team structure that unifies all elements of customer engagement and commercial operations into a single strategic function.

• Talent Development & Mentorship: Coach, mentor, and develop employees by managing onboarding, career planning, and supporting global talent initiatives like rotation hosting and mentorship.

• Empowerment & Accountability: Lead through effective delegation, establishing clear frameworks for accountability, feedback, and empowering employees to own their goals.

• Culture & Values: Foster an open, honest, and unified workplace culture rooted in teamwork, commercial excellence, and the corporate values of integrity, courage, and passion.

• Compliance & Capability Building: Drive a strong compliance culture, develop local SOPs, and define best practices and tools to scale communication capabilities and functional expertise.

Strategy and Vision - Executive Team & Leadership 

• Executive Leadership & Alignment: Serve as a core member of the Canadian Network Enabling Team (CNET), working directly with the CEO and senior executives to align organizational goals with overall business strategy.

• Strategic Agenda & Governance: Map long-term strategies and short-term priorities into an agile agenda for Canada Pharma, while collaborating to establish corporate policies, objectives, and evaluation criteria.

• Executive Partnership & Collaboration: Interact regularly with internal and external executives, as well as major customers, to drive high-level partnerships, negotiations, and collaborations.

• Deliverable Execution: Drive actions, follow-ups, and key Pharma Canada deliverables, including the execution of annual goal-setting and strategic planning in partnership with executive leadership.

• Global Representation & Knowledge Sharing: Represent Canada on global commercial operations and customer engagement leadership teams, actively driving the exchange of experiences and learnings across the global Roche network.

Ecosystem Shaping:

• Market Sensing & Insights: Drive continuous external outreach and market sensing to "bring the outside in," translating evolving ecosystem trends and insights into actionable business outcomes.

• Strategic System Engagement: Shape the strategic direction of Roche Canada’s external healthcare system engagement and identify high-value opportunities to establish corporate thought leadership.

• Future-Proofed Capabilities: Anticipate shifting healthcare environments to evolve business structures, customer engagement strategies, and core capabilities for a "fit for the future" organization.

• Partnership Development: Design frameworks for external patient journey mapping and partnership development, building exceptional relationships with key customers and stakeholders.

Who you are: 

• Executive Experience: Bachelor’s degree required with 10+ years of progressive executive leadership in commercial strategy, customer engagement, or patient-experience functions within the healthcare ecosystem.

• Must have prior global / international experience with the desire and ability for future global mobility

• Visionary & Strategic Agility: Proven track record of developing, articulating, and implementing long-term corporate vision and agile strategies while masterfully navigating ambiguity and complex financial landscape dynamics.

• Transformational People Leadership: Extensive experience leading, coaching, and scaling high-performing, multidisciplinary teams; expert at shifting organizational mindsets, driving performance, and cultivating future enterprise leaders.

• Stakeholder Influence & Innovation: Demonstrated ability to manage high-level external stakeholder expectations, skillfully challenge the status quo, and champion a corporate culture of experimentation and innovative solutions.

• Patient-Centric Executive Mindset: A deeply ingrained, patient-inclusive mindset that consistently aligns commercial objectives with broader healthcare ecosystem improvements and patient outcomes.

• Data-Driven Business Optimization: Advanced skill in translating complex, enterprise-level data sets into actionable process improvements and high-impact commercial strategies.

• Executive Presence & Mobility: Exceptional communication, negotiation, and presentation skills suited for boardroom and external executive interactions, with the flexibility to travel up to 20% to support regional and global objectives.

Preferred:

• Master's degree

• Experience in Cardiovascular metabolic healthcare or consumer driven healthcare a strong asset

• Prior experience leading leaders 

• Fluently bilingual, French and English

Relocation benefits are available for this job posting.

We use artificial intelligence to screen, assess or select applicants for this role.

This posting is for an existing vacancy at Hoffmann-La Roche Ltd.

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.