SENIOR BUSINESS PROCESS MANAGER – Global Customer Support

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

At Roche, we are passionate about transforming patients’ lives and we are fearless in both decision and action - we believe that good business means a better world. That is why we come to work each day. We commit ourselves to scientific rigor, unassailable ethics, and access to medical innovations for all. We do this today to build a better tomorrow.

Quality is a competitive advantage for Roche. It allows us to deliver high-quality products to patients, ensures our right to operate, and helps us create value through process excellence and continual improvement efforts. Quality is every patient’s right and every employee’s responsibility.  

As a Senior Business Process Manager, you will assume conceptual process ownership and shape the digital future of service business processes at Roche. This senior role focuses on enhancing operational efficiency while maintaining customer satisfaction and ensuring compliance with high industry standards. You will engage closely with global, regional, and local stakeholders to foster a culture of continuous improvement aligned with organizational strategic goals, while collaborating with business product owner teams to ensure processes are effectively implemented into the global Roche IT ecosystem.

KEY ACCOUNTABILITIES

Business Process Management

• Lead the capture, analysis, and documentation of end-to-end processes using BPMN 2.0 standards

• Develop and continuously improve harmonized target processes that balance global standards with local requirements

• Build and maintain the central Process Repository (Roche ADONIS) as the Single Source of Truth

• Conduct gap analyses and derive prioritized action plans for process improvements

AI-First – Process Automation & AI Enablement

• Systematically evaluate service business processes for automation potential and AI readiness

• Define use cases for AI-assisted process automation (ticket classification, intelligent routing, automated documentation, predictive diagnostics)

• Ensure newly defined processes are data-driven, measurable, and standardized

• Build AI literacy within the stakeholder network through training and champions programs

Stakeholder Management & Governance

• Build and maintain a global stakeholder network across country SMEs, regional and global service leads, BPOs, and IT

• Facilitate the Global Process Council (GPC) and lead process workshops with international teams

• Manage resistance and competing interests in a consensus-oriented culture

Interface Management & Project Leadership

• Collaborate with Business Product Owners to hand over harmonized process requirements for product development

• Participate in agile product development cycles as process expert

• Lead or participate in mid to large-scale strategic transformation projects with significant organizational impact

• Manage budgets and deliver projects according to timeline, budget, and success KPIs

We@Roche Diagnostics Culture

• Demonstrate We@RD dimensions (passionate about customers, radically simplify, trust & collaborate, all lead, experiment & learn)

• Permanently optimize processes to increase quality and efficiency standards

YOUR BACKGROUND

Education & Experience (Required)

• Completed degree in Business Administration, Business Informatics, Engineering, or equivalent (Master's preferred)

• Minimum 7 years professional experience, with at least 3 years in Business Process Management

• Demonstrated experience in process modeling (BPMN 2.0), analysis, and optimization in complex international environments

• Experience in a service environment (customer service, shared services, B2B service operations, or field service)

• Experience leading or participating in global, cross-functional transformation projects

Certifications (Desirable)

• BPM certification (CBPP, OMG OCEB, or equivalent)

• PMP, PRINCE2, or Agile certification (SAFe, Scrum)

WHAT WE'RE LOOKING FOR

Core Competencies

• Process Modeling & Analysis: Confident use of BPMN 2.0 and leading BPM tools (ADONIS, Signavio, Celonis, Camunda, ARIS, or equivalent)

• AI & Automation: Solid understanding of AI applications in service processes (NLP, chatbots, RPA, process mining, ML-based predictive models)

• Data Affinity: Ability to evaluate processes data-driven; confident use of KPIs, dashboards, and reporting tools

• Change Management & Stakeholder Management: Methodological competence in consensus-oriented environments and proven experience managing complex stakeholder landscapes

• Communication & Entrepreneurial Mindset: Excellent written and verbal communication in English at all levels; action-oriented thinking in global contexts

Preferred Strengths

• Experience with Agile/SAFe frameworks and process mining tools (Celonis, Disco)

• Knowledge of service management standards (ITIL, ISO 9001) and CRM/ITSM systems (Salesforce, ServiceNow, SAP)

• Basic knowledge of laboratory diagnostics, medical technology, or IVD regulatory requirements

Interested? Great. We’d like to hear from you! Just click that “Apply Now” button and send us your CV in English …. and anything else that you think might impress us.

 

 

Where pay transparency applies, details are provided based on the primary posting location. For this role, the primary location is Sant Cugat del Vallès. If you are interested in additional locations where the role may be available, we will provide the relevant compensation details later in the hiring process.

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.