Manager, Customer Engagement Events

Roche•Indianapolis, IN

1d•$83,400 - $196,300•Onsite

About The Position

As the Manager, Customer Engagement Events, you will serve as the operational leader for Roche Diagnostics’ largest customer engagement portfolio, based out of our Indianapolis, IN headquarters. In this high-impact role, you will provide centralized oversight of the people, facilities, fleet operations, technology, budgets, vendors, and logistics required to successfully plan and execute approximately 400 customer engagement events annually. You will lead a team of 8 event planners, drive strategic alignment across business areas, optimize program workflows, and deliver best-in-class experiences that amplify company exposure, drive sales leads, and heighten customer loyalty.

Requirements

Bachelor’s Degree in Hospitality and Operations or related field
5 years of experience in operations or customer service.
Prior leadership experience with direct people leadership responsibility including negotiation, coaching, motivating, and conflict resolution

Nice To Haves

5+ years of specialized experience in complex customer event planning and large-scale logistics.
Hands-on knowledge and expertise with the Cvent Event Management Platform.
Proven ability to lead multiple disciplines with a strong track record of managing contractors and third-party organizations.
Excellent communication and partnership-building skills across all levels of a matrix enterprise.

Responsibilities

Directed end-to-end operational strategy, execution, and continuous optimization across 6 core enterprise programs, including Webinars, Roche on the Road fleet operations, 360[view] Experience, Lab Tours, Specialty Events, and Peer Exchanges.
Oversee event planner allocation, facility readiness, speaker preparation, and standardized execution across five Roche campuses (Indianapolis, Tucson, Pleasanton, Santa Clara, and Wilmington) to deliver an exceptional customer experience.
Lead the daily operations, ongoing maintenance, and continuous process improvements for the Indianapolis and Pleasanton 360 Lab showrooms.
Direct the Roche on the Road fleet operations, managing scheduling, logistics, routing, preventive maintenance, and contingency planning to maximize asset utilization.
Manage, coach, and mentor a team of 8 event planners, optimizing workflows, resolving complex escalations, and driving professional development.
Direct third-party organizations and agency partnerships, negotiating terms and continuously evaluating vendor performance to ensure high-quality service delivery.
Launch innovation initiatives by establishing clear KPIs, managing project budgets, and developing ROI models to guarantee measurable business impact and profitability.
Manage departmental operating budgets and event technology platforms, while driving cross-functional alignment across Business Areas in strict compliance with Ethics & Compliance (E&C) standards.