Global Patient Care Regional HUB Lead
About The Position
At Roche, the Global Patient Care Regional HUB Lead plays a pivotal role in executing and managing customer service strategies to enhance patient care experience within their designated region (NAM, EMEA/LATAM, APAC). This position reports directly to the Head of Global Patient Care and is responsible for implementing Roche’s strategic framework for customer service across various operating models and regulatory environments. As part of the Global Patient Care team, the Regional HUB Lead is accountable for the real-time execution of Roche Diagnostics’ strategic customer care framework, adapting and optimizing it to meet regional needs. The role involves empowering teams and overseeing Contact Center staff, service quality, and operations to ensure a first-class customer experience, aligning with the global “why, what, how” framework. The Regional HUB Lead is responsible 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, including enhancing 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
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
Benefits
- A discretionary annual bonus may be available based on individual and Company performance
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
5,001-10,000 employees
