Head of CE Internal Operations & Services

Roche • South San Francisco, CA

10d • $166,500 - $309,100

About The Position

The Head of Customer Engagement (CE) Internal Operations & Services is responsible for the integrated operating systems, standards, and specialized services that help CE leaders and teams operate consistently and execute effectively. The role oversees the service model across Meetings and Logistics, Contract Sales Force (CSO) support, Activation, Tools & Training, and Administrative Business Partner (ABP) Services. It is accountable for clear service standards, demand and capacity management, performance visibility, vendor and technology recommendations, continuous improvement, and developing strong functional capabilities.

Working across CE Operations, field leadership, enterprise partners, and service teams, the role ensures CE has reliable access to the administrative, logistical, activation, and operational support needed to focus on high-value work. The position may be located in SSF or remote; relocation benefits are not available. The expected annual salary range based on the primary location of California is $166,500–$309,100. Actual pay depends on experience, qualifications, geographic location, and other job-related factors permitted by law. A discretionary annual bonus may be available based on individual and Company performance. The position qualifies for the benefits detailed at the linked benefits resource.

Requirements

• Bachelor's degree required.
• Minimum of 10–12 years of pharmaceutical, biotechnology, consulting, commercial operations, shared services, business operations, and/or related experience.
• Significant people leadership experience, including leading managers and/or specialized functional teams.
• Demonstrated experience designing or managing shared services, service operations, or enterprise support models.
• Experience establishing standards, governance, capacity management, and performance measures.
• Demonstrated ability to influence senior leaders and lead through a complex matrixed organization.
• Experience leading organizational change, process improvement, and adoption of new ways of working.
• Ability and willingness to travel for internal and external business meetings.

Nice To Haves

• Graduate-level degree, such as an MBA or advanced degree.
• Experience supporting a large commercial or field organization.
• Experience with administrative services, meeting operations, vendor management, activation capabilities, or business process improvement.

Responsibilities

• Lead, coach, develop, and manage the leaders responsible for Meetings and Logistics, CSO support, Activation, Tools & Training, and ABP Services.
• Establish roles, decision rights, service expectations, and accountability across the function.
• Build a connected Internal Operations & Services community that shares standards, practices, insights, and capacity across service areas.
• Develop capabilities to deliver reliable, scalable, customer-centered services across CE; recruit, develop, and retain high-performing talent and create growth opportunities.
• Own the integrated CE service model across Meetings and Logistics, CSO, Activation, Tools & Training, and ABP Services.
• Define service catalogs, access channels, service levels, governance, and expectations for how CE teams engage each capability.
• Standardize common services where scale creates value while preserving flexibility for meaningful business differences.
• Create clear handoffs and integration points with Field Operations and Enterprise Operations so requests reach the appropriate owner.
• Establish operating standards that reduce administrative complexity and improve the CE service experience.
• Maintain an integrated view of service demand, workload, capacity, constraints, and emerging support needs across CE.
• Prioritize service demand and deploy team capacity against high-value business needs and workload peaks.
• Establish performance dashboards, service measures, and regular reviews that provide visibility into quality, responsiveness, and capacity.
• Use recurring demand patterns to inform staffing, service design, process, and technology decisions.
• Recommend resources, capacity, vendors, and technology based on service performance and business needs.
• Ensure consistent planning, logistics, and execution standards for CE meetings and events.
• Oversee operating support, coordination, and performance visibility for CSO-related work.
• Ensure CE teams have effective activation tools, training, content, insights, and measurement support, and can use those capabilities effectively.
• Own ABP coverage, deployment, support standards, and service expectations across executive, team, and ecosystem support.
• Manage external vendor and partner relationships and hold vendors and partners accountable for quality, service, cost, and agreed outcomes.
• Gather feedback from CE leaders, teams, and service users and translate it into improvement priorities.
• Identify opportunities to simplify processes, reduce duplication, improve self-service, and remove unnecessary administrative burden.
• Drive adoption and effectiveness of tools, training, content, and service processes through clear communication and support.
• Promote common ways of working and evolve services based on business needs and lessons from execution.
• Partner across CE Operations to ensure service capabilities support enterprise priorities, field needs, and major business cycles.
• Deliver a CE service catalog and access model; operating standards, service levels, and governance; an integrated service workplan and capacity view; performance dashboards and continuous-improvement priorities; resource, vendor, and technology recommendations; ABP coverage and deployment standards; meeting, logistics, CSO, and activation service standards; and service adoption, customer experience, and effectiveness reviews.

Benefits

• A discretionary annual bonus may be available based on individual and Company performance.
• The position qualifies for the benefits detailed at the linked benefits resource; specific benefits are not listed in the posting.

What This Job Offers

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