Global Patient Care Regional HUB Lead

Roche•Indianapolis, IN

1d•Onsite

About The Position

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. A healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love. That’s what makes us Roche. Roche Diagnostics is committed to delivering a world-class patient care experience. The Global Patient Care Regional HUB Lead plays a pivotal role in executing and managing customer service strategies that amplify the impact of each interaction within their designated region (NAM, EMEA/LATAM, APAC). Reporting directly to the Head of Global Patient Care, this role is responsible for implementing Roche’s strategic framework for customer service across diverse operating models and regulatory landscapes. As part of the Global Patient Care team, the Regional HUB Lead is accountable for real-time execution of Roche Diagnostics’ strategic customer care framework, adapting and optimizing it to meet the specific needs of the region. This role empowers teams and oversees Contact Center staff, service quality, and operations to ensure a first-class customer experience by aligning with the global “why, what, how” framework. The Regional HUB Lead is responsible and accountable for delivering service in alignment with globally defined customer service KPIs, driving operational efficiency, and ensuring consistent, high-quality performance across the region’s business units. This includes enhancing the effectiveness of Contact Center operations within the assigned HUB.

Requirements

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

Nice To Haves

MBA or advanced degree is highly preferred
7+ years of leadership in customer service or commercial operations within global, matrixed environments
Proven B2B2C experience in MedTech, Diagnostics, or Pharma
Track record leading digital transformation (omnichannel, AI self-service, CRM such as Salesforce)
Strong VACC leadership with focus on high performance and psychological safety
Expertise in standardizing operations across regions and driving data-led decisions (KPIs, analytics)
Experience managing change, external partners, and service quality/compliance
Fluent in English; proficiency in German or Spanish strongly preferred
Willingness to travel globally (~30%)

Responsibilities

Represent Roche Diagnostics’ customer service vision across the region, in alignment with local leadership
Identify opportunities to enhance customer service value and drive strategic improvements
Lead and standardize Customer Care operations across countries to ensure consistency and efficiency
Oversee governance, quality, and compliance, including complaint and escalation management
Monitor and deliver on key KPIs, including customer satisfaction, performance, and cost-to-serve
Drive training and capability development for agents, customers, and patients
Support new product launches, digital solutions, and channel optimization (CRM/self-service)
Manage external partners and regional budgets, while leading teams in line with Roche’s VACC framework