Marketing Technologies Solution Owner : Customer Service / Case Management

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

Are you a visionary leader at the intersection of technology, healthcare, and customer experience?

At Roche, we are building a world-class, integrated Marketing Technologies ecosystem to add meaning and value to every customer interaction. As a MarTech Solution Owner, you will be the strategic architect of this evolution. You won’t just manage products; you will lead a global transformation that harmonizes technology across Roche Pharma, ensuring our digital engagement translates directly into improved patient outcomes.
 

The Opportunity

• Strategic Vision: Define and drive the roadmap for a centralized, scalable customer-centric ecosystem across global, regional, and affiliate levels.

• Ecosystem Leadership: Act as the primary business owner for the value stream, ensuring end-to-end integration between business strategy and technical execution.

• Innovation Catalyst: Champion emerging technologies (AI, automation) to keep Roche’s engagement strategies at the cutting edge of the biotechnology industry.

• VACC Leadership: Lead and mentor a high-performing team of Product Managers and Business Process Managers, fostering a culture of empowerment and agility.

• Collaboration: Bridge the gap between Global Business, Informatics (IT), and external vendors to deliver seamless, stable, and high-impact digital solutions.
   

Who You Are

You are a decisive, pragmatic business leader who thrives in complex, decentralized environments. You have a "one-enterprise" mindset and a proven track record of demonstrating how technology enhances business outcomes in the life sciences sector.

Your Experience & Qualifications:

• Industry Expertise: 5–10 years in Pharma/Biotech (or related) with deep domain knowledge in Customer Service, Case Management, and Medical Inquiries.

• MarTech Mastery: Proven experience as a Solution/Product Owner for major CRM/Service platforms (e.g., Salesforce Service Cloud, Veeva).

• Leadership: 3+ years of direct people management or 10+ years leading large matrixed teams.

• Agile Native: Strong proficiency in Scaled Agile (SAFe) and DevOps environments.

• Transformation Specialist: Demonstrated success leading large-scale go-to-market transformations and process design workshops (using tools like Miro/FigJam).

• Education: University degree required; MBA or advanced degree preferred.

• Mobility: Willingness to travel globally (~20%).
   

Why Roche?

You will join a team where "Advanced Analytics" isn’t just a buzzword—it’s the engine driving business insights. We offer a culture defined by the VACC (Visionary, Architect, Catalyst, Coach) leadership principles, where your work contributes to a common goal: delivering better outcomes to more patients, faster.

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.