Director, Customer Support Center

Roche • Indianapolis, IN

1d • $146,900 - $272,900 • Onsite

About The Position

At Roche, we foster a culture where you can be yourself and are embraced for your unique qualities. 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 Director, Customer Support Center The Opportunity: As the Director of Customer Support Center for Roche Diagnostics USA, you will lead the evolution of our support ecosystem into a next-generation diagnostic hub. Your primary goal is to minimize instrument downtime by championing Remote-First resolution. By integrating AI-assisted troubleshooting tools with our core platforms, you will empower our frontline experts to solve complex clinical and technical issues with unprecedented speed and accuracy. You will serve as a strategic leader who bridges the gap between high-level business objectives and world-class service delivery. We are seeking a transformational leader who thrives on variety. You don’t just manage a department; you look for ways to help the entire company win. You are as comfortable leading a cross-functional project as you are implementing a new AI-guided troubleshooting tool, all while ensuring your team feels secure, valued, and empowered in a rapidly evolving digital landscape.

Requirements

• Bachelor’s degree in Medical Technology, Information Technology, Chemistry, Biology, Clinical Laboratory, Business or related field.
• 7+ years of management experience in a service, technical support, medical device sales/service, or clinical environment.

Nice To Haves

• Deep functional knowledge of Salesforce (CRM), ServiceMax (Field Service Management), and CCaaS platforms (e.g., Genesys).
• Proven history of leading transformational journeys that drive both operational efficiency and Customer Satisfaction (CSAT/NPS) scores.
• Lean -Six Sigma Green - Black Belt
• Strong understanding of financial planning, P&L management, and process improvement methodologies.
• A proven motivator with effective negotiation and persuasion skills; someone who builds deep, sustaining business relationships.
• An adaptable decision-maker who is comfortable with initiative, calculated risk-taking, and participating in high-stakes cross-functional initiatives.

Responsibilities

• Define the roadmap for a proactive support model, utilizing assistive technologies within ServiceMax and Salesforce to increase first-contact resolution and maximize laboratory uptime.
• Direct accountability for expense budgets (P&L), resource planning, and performance data to ensure a cost-effective, high-output operation.
• Oversee the optimization of CCaaS platforms (e.g., Genesys) to ensure seamless, data-driven interactions across all customer touchpoints.
• Oversee the implementation of 'co-pilot' technologies—like predictive error mapping and automated case surfacing—that simplify complex workflows and protect agents from burnout.
• Lead with transparency to ensure the team views new digital tools as career-enhancing assets rather than replacements.
• Direct all HR activities, including recruitment, training, and career planning, to build a resilient pipeline of leadership talent.
• Act as a high-level consultant to internal partners (Sales, Marketing, R&D, and Field Service), aligning support strategies to directly bolster sales objectives and product reliability.
• Partner with Sales leadership to ensure that our service excellence becomes a competitive differentiator and a primary driver of contract renewals.
• Navigate our matrixed organization to build consensus and lead initiatives that require cooperation across multiple departments to solve systemic customer pain points.
• Proactively take on additional responsibilities and pivot resources to support other departments during periods of high demand or special product launches.
• Ensure every remote-fix protocol and service action strictly adheres to Roche’s quality system and FDA/global regulatory requirements.
• Maintain a work culture 100% committed to accuracy, ensuring that remote interventions provide the same level of reliability as an on-site visit.

Benefits

• Relocation benefits are provided for this role.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Director