Director, Digital Experience & Content Operations

Genentech•Daly City, CA

2d•Onsite

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 Director of Digital Experience and Content Operations is a team leadership role responsible for building from the ground up and overseeing and optimizing the day-to-day operational functions of Genentech's Creative Content Studio (AURORA Lab). The operations will serve across the marketing, sales, medical and government affairs functions at Genentech. This individual will play a critical role in implementing and optimizing operational capabilities that enhance efficiency, productivity, and ultimately driving the organization's growth and profitability. The Director of Content Operations will ensure that all content operational processes are streamlined, scalable, and aligned with our strategic objectives and commitment to exceptional client service, while fostering a culture of teamwork, innovation, and excellence. This role requires strong commercial acumen and expert stakeholder management skills to navigate complex internal and external relationships. This role will lead teams in US and exUS (including at our global capability centers across NAM, EMEA, APAC). The candidate in this role will report to the Executive Director of Content Suite and support the content creation engine of the future, as Genentech’s DDA’s organization undergoes an unprecedented, GenAI-enabled transformation of its content creation, review and development processes. This role will ensure cross-portfolio creative development achieves unparalleled quality and efficiencies through standards, governance, and engagement models across marketing, agencies of record, and Genentech’s promotional review committees.

Requirements

10+ years of progressive experience in Content Operations, Marketing Operations, or Digital Production.
5+ years in a leadership role, preferably within the Pharmaceutical/Biotech industry or a highly regulated sector
Transformational Leadership: Proven track record of leading and standing up large-scale operating model transformations (e.g., Agency to In-House/Hybrid models).
Financial Acumen: Demonstrated success managing large operational budgets ($10M+) and driving vendor consolidation strategies.
Process Architect: Expertise in Lean/Six Sigma or Agile methodologies to drive process optimization.
Stakeholder Influence: Exceptional ability to navigate complex matrixed organizations and influence cross-functional partners (Marketing, Medical, IT, Legal).
Thorough working knowledge of high craft scaled production is essential
Proven track record of successfully developing and implementing operational strategies that drive efficiency, productivity, and growth.
Strong understanding of data analysis and performance metrics, with the ability to leverage insights for decision-making.

Nice To Haves

Deep proficiency in Digital Asset Management (Adobe DAM, Veeva Vault), Work Management (Adobe Workfront), and Marketing Automation.
Experience operationalizing Generative AI solutions in a corporate environment is highly desirable.

Responsibilities

Lead the Content Service Operations teams powering Content Supply Chain: Oversee the internal end-to-end operational lifecycle of content, spanning Campaign Planning, Creation, Assembly, Review (PRC/MLR), and Omnichannel Distribution. Ensure frictionless "hand-offs" between Marketing/Medical, Agencies of Record (AORs), vendors, and internal content studio (AURORA Lab).
Operationalize and scale the AURORA Lab production engine, driving the high-volume delivery of assets across all key channels. This involves ensuring seamless coordination among the Creative, Review, Engagement and Production teams.
Oversees quarterly scope planning, working closely with the commercial and medical team to align operational capacity with financial objectives.
Execute a strategic roadmap to right-size the vendor ecosystem. Lead the repatriation of critical services from external vendors to internal teams, ensuring seamless business continuity during transitions.
Provide process and planning updates for upcoming capabilities launches and updates to ensure production capabilities are understood and considered.
Oversee project coordination and delivery.
Oversee the development and implementation of content execution processes and best practices.
Refine workflows to streamline production, removing bottlenecks and creating repeatable, efficient processes for creative teams
Develop, implement, and monitor operational systems and processes to provide clear visibility into goals, progress, and potential obstacles.
Maintain key performance indicators (KPIs) and metrics to measure operational efficiency, service delivery, and satisfaction, making data-driven adjustments as needed.
Ensure the right operational structures and roles are in play to support the content delivery teams, responding to dynamic changes in scope, scale, and budget.
Work analytically & creatively across the portfolio, using teamwork, innovation, and excellence to recognize opportunities and propose solutions.
Own data capture and analysis, monitoring key performance indicators to identify areas for improvement and drive AURORA Lab operational efficiency.
Responsible for producing hindsight reports, outlining successes and opportunities for improvement to inform future strategies.
Provide strong leadership, guidance, and mentorship to operational teams.
Foster a culture of accountability, continuous improvement, and high performance.
Ensure adherence to industry regulations, company policies, and legal guidelines.
Identify and mitigate operational risks to ensure business continuity and security.