Global Patient Care Regional HUB Lead

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 Position

Key Roles & Responsibilities:

• Represent Roche Diagnostics’ customer service vision across the region, in alignment with local leadership

• Identify opportunities to enhance customer service value and drive strategic improvements

• Lead and standardize Customer Care operations across countries to ensure consistency and efficiency

• Oversee governance, quality, and compliance, including complaint and escalation management

• Monitor and deliver on key KPIs, including customer satisfaction, performance, and cost-to-serve

• Drive training and capability development for agents, customers, and patients

• Support new product launches, digital solutions, and channel optimization (CRM/self-service)

• Manage external partners and regional budgets, while leading teams in line with Roche’s VACC framework

Who you Are:

• Bachelor’s degree in Medical Technology, Information Technology, Chemistry, Biology, Clinical Laboratory, Business or related field, an MBA or advanced degree is highly preferred.

• 5 years of management experience in a service, technical support, medical device sales/service or clinical environment

Preferred Qualifications:

• 7+ years of leadership in customer service or commercial operations within global, matrixed environments

• Proven B2B2C experience in MedTech, Diagnostics, or Pharma
  Track record leading digital transformation (omnichannel, AI self-service, CRM such as Salesforce)

• Strong VACC leadership with focus on high performance and psychological safety

• Expertise in standardizing operations across regions and driving data-led decisions (KPIs, analytics)

• Experience managing change, external partners, and service quality/compliance

• Fluent in English; proficiency in German or Spanish strongly preferred

• Travel: willingness to travel globally (~30%)

Relocation benefits are available for this job posting.

The expected salary range for this position based on the primary location of Indianapolis, IN is $144,800 - $268,800.  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

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.