GPF Operating Model Designer
About The Position
The CMG Patient Strategy aims to create a holistic, cross-functional approach to deliver a best-in-class patient experience that aligns with the portfolio, technology tools, and consumer-driven patient expectations in a rapidly evolving business landscape. As the GPF Operating Model Designer within Public Affairs & Access (PAA), you will support the activation of Genentech Patient Foundation (GPF, an independent, non-profit 501c3) patient experiences and solutions. You will define the people, process, governance, and capability models required to deliver GPF patient experiences at scale, translating patient journey designs into operational process maps and service blueprints.
Requirements
- Bachelor’s degree in a related field (e.g., organizational psychology) or equivalent professional experience.
- 7-10 years of professional experience in pharmaceutical, biotechnology, technology, contact centers, or a related industry.
- Demonstrated experience performing process design, service blueprinting, operational readiness assessments, gap analyses, workforce planning, and capability modeling.
- Strong systems thinking and structured problem-solving ability.
- Demonstrated ability to collaborate effectively with cross-functional teams.
Nice To Haves
- Advanced degree in Organizational Psychology, Business Administration, or a related field.
- Prior experience designing patient-centric operating models or complex healthcare service delivery frameworks.
- Experience navigating governance structures and executive board decision pull-through in a complex matrix organization.
Responsibilities
- Partner with Solution Leads, Business Designers, and Strategy & Governance teams to translate patient journey designs into operational process maps and service blueprints for GPF.
- Map existing end-to-end processes across digital and human touchpoints to identify inefficiencies, friction points, compliance risks, and scalability constraints.
- Engage regularly with the GPF Board to translate strategic decisions into operational workflow and role changes.
- Design compliant future-state workflows, SOP-level artifacts, and cross-functional handoffs across digital enablement and human support models.
- Clarify new or updated role expectations and collaborate with process owners to redesign existing operational processes.
- Define operational readiness strategies, including communications, training inputs, capacity needs, and transition planning.
- Evaluate third-party vendor integrations and define process-level requirements for vendor onboarding and governance.
Benefits
- Discretionary annual bonus may be available based on individual and Company performance.
- Benefits detailed at the link provided below.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
