Our Vision
Our vision is to make CX as transformative as our science and be known for consistently creating seamless customer experiences that are as innovative and impactful as our medicines.
This is why we are evolving the LATAM Omnichannel team – to make this a reality by integrating digital and face-to-face interactions seamlessly and allowing us to rapidly identify priorities to engage our customers and establish leadership in the prioritized therapeutic areas.
The Position
As the Program Manager you play a key role in LATAM’s omnichannel customer engagement transformation to drive customer centricity and create seamless customer experiences.
You will be a strategic partner responsible for enabling the execution and delivery of the outcomes of the new LATAM omnichannel customer engagement model, leading the operationalization of objectives for the region, setting the cross-LATAM governance, driving with cadence all program management activities related to; CX, digital customer engagement and data, analytics & insights across therapeutic areas (TAs) and monitoring performance, in order to achieve the envisioned business and customer outcomes.
You will be directly reporting to the Head, CX & Omnichannel Engagement and work closely with the Business and Customer Excellence Lead to measure and increase internal effectiveness and success of the new model, driving the region towards a data-driven culture and aiming to create seamless customer experiences to differentiate Roche’s medicines and ultimately drive business impact.
In your role as a Program Manager, you will be leading a team of Scrum Masters who will directly work with local teams and enable them to deliver against the omnichannel roadmap.
You will also support the region to realize its objectives related to the new omnichannel engagement model, by managing and governing overarching process flows with the Global organization and Global Programs and Products, prioritizing goals, removing roadblocks, sharing knowledge and ensuring continued momentum.
Key Responsibilities
Strategic Agility
Inspiring and Influencing
Project Management & Operational Excellence
Teamwork & Collaboration
Communication
What’s in it for you?
Role Interfaces
As the Program Manager, you will interact with the following:
Experience & Qualifications
Education
Professional Experience
Languages
Skills & Competencies
Competencies
In addition, the following skills will make you successful in your position and career development at Roche:
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Who we are
At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.
Roche is an Equal Opportunity Employer.
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