Digital Operations Senior Manager - Web

Roche

1d•Remote

About The Position

Digital Experience is shaping the future of how Genentech connects with our patients and customers by harnessing the power of digital innovation and human-centered design. As healthcare evolves, we are bold in our approach – leveraging cutting edge AI, advanced digital engagement, end-to-end content management, and omnichannel technologies and operations to create seamless, personalized, and meaningful experiences for our patients and customers. This is your opportunity to lead transformative change, integrating advanced technology with strategic vision to drive impact at scale. If you are passionate about redefining the healthcare experiences and building something extraordinary, we want you on this journey. Let’s redefine what’s possible together! This combined team, in collaboration with key partners, builds solutions to serve Marketing, Customer Engagement, Medical Affairs, Public Affairs & Access (“CMG”), and other patient- and customer-facing teams across CMG to shape and drive a seamless, consistent, meaningful, and compliant experience for patients and customers across our interactions. The team is specifically accountable for: ● Defining omnichannel solutions, shaping engagement strategies, designing, operationalizing, and producing seamless, consistent & meaningful patient and customer experiences. ● Accelerating, connecting, and enabling the development of digital solutions that enhance the patient and customer experience across CMG. ● Advancing the mission of seamless, consistent & meaningful patient and customer experiences that maximize patient impact while keeping compliance at the forefront. The Opportunity The Digital Operations Senior Manager - Web is accountable for designing processes and governing operations that allow for the seamless execution of web experiences as part of integrated digital campaigns. This role works closely with the Director, Digital Operations and Business Product Owner to design and build processes that support the Web roadmap and optimal campaign delivery. In addition, this role works to optimize existing processes to ensure maximum efficiency and scale. A successful candidate will have demonstrated experience creating and optimizing standards and solutions, with a focus on optimal customer quality, speed, and cost-effectiveness at scale across a portfolio of products.

Requirements

Bachelor’s degree in business, operations, technology, operations, science, marketing, or a related field, or equivalent experience.
5 years of experience in strategy & operations, process operations, product operations, digital operations, or equivalent experience.
Proven experience in project management and operational support.
Strong understanding of SOPs and compliance processes.
Experience with data analytics tools and methodologies.
Strong problem-solving skills and attention to detail.
Ability to adapt to new technologies and drive process improvements.
Experience driving operational excellence through implementation of workflows, automation, scaling, and process optimization.
Exceptional communication, collaboration, and community engagement skills.
Proven ability to resolve incidents, gather feedback, and maintain high user satisfaction in a fast-paced environment.
Strong analytical skills with the ability to monitor and interpret operational data trends and provide actionable insights for improvement.
Experience overseeing knowledge management and user support initiatives.
Demonstrated success in managing complex projects involving cross-functional teams and external vendors.

Nice To Haves

Advanced degree, or equivalent experience (e.g., MBA or related graduate-level qualification).
Experience in the healthcare or pharmaceutical industry or another highly regulated industry.
Expertise in User Acceptance Testing (UAT) and Quality Control (QC) processes to ensure product reliability.
Expertise in workflow optimization and automation tools (e.g. Jira), including AI-driven solutions for task management, process enhancement, and seamless collaboration across teams.
Knowledge of compliance standards and regulatory frameworks relevant to operations and product workflows.
Demonstrated ability to manage vendor relationships, including Service Level Agreement (SLA) governance.
Proficiency in leveraging operational data to measure success metrics (e.g., speed, cost, quality) and improve performance.
Understanding of privacy compliance frameworks (e.g., OneTrust, GDPR, CCPA) as they relate to web and mobile operations.

Responsibilities

Be a valued thought partner by sharing operational insights to influence requirements for new capabilities, product offerings, and the overall product roadmap, where applicable.
Lead operations when launching products - new features and enhancements , ensuring they are effectively integrated into workflows.
Explore new ways to improve processes or expand the current capability or product by collaborating with other teams.
Understand the user experience by developing efficient or automated ways to collect user feedback (e.g., incidents, failures, etc.) and ensure timely resolution, in collaboration with RDT Technical Lead and Customer Experience (CX) team. Communicate status updates to maintain high levels of user satisfaction. Partner closely with Activation to define a mitigation strategy.
Seamlessly engage the appropriate cross-functional partners, performing regular reviews and updates to products to determine if the process needs to be improved or iterated. Be an advocate for the process.
Deeply understand operational best practices both within and outside the organization & industry, and develop strategies for implementation across product & user workflows
Anticipate or surface roadblocks and barriers and develop mitigation strategies to address them proactively and escalate in a timely manner.
Maintain and support products in their steady state, ensuring quality and usability.
Leverage deep subject-matter expertise & knowledge of user needs to shape product & process enhancements
Define and manage Hypercare support resources as needed to support any new feature releases, including automated processes.
Oversee knowledge management to ensure that all team members have access to the necessary information and resources.
Engage with Activation and Learning and Skill Development, leveraging deep subject-matter expertise to provide input into stakeholder trainings (AOR, marketing, field members, etc) as necessary.
Collaborate with other Product Operations Leads and/or Managers to implement and adhere to standardization and consistency in processes and ways of working across Products (when applicable).
Ensure adherence to in-market error reporting compliance practices.
Influence Operations Leads and/or Managers to advance overall enterprise operations roadmap (such as workflow, Adverse Event reporting, enterprise campaign delivery, UAT practices, etc).
Monitor reported issue trends and provide strategic recommendations for the product roadmap to enhance product offerings.