Order-to-Cash Consulting & Transformation Lead

Roche

1d•Remote

About The Position

At Roche Diagnostics, we are redefining the global customer journey through integrated end-to-end supply chain and operational excellence. Our team focuses on driving consulting excellence across our commercial affiliates and regions, establishing global best practices, and enhancing visibility and performance across the affiliate network. By utilizing data, process insights, and IT systems, we collaborate within the O2C Customer Journey / Value Stream Committee to support portfolio prioritization, roadmap definition, and strategic decision-making that delivers real impact and measurable results across our division. We are seeking a Lead Customer Success Manager Order-to-Cash to step into a pivotal, high-impact role. In this position, you will act as a trusted strategic advisor and sparring partner to our senior executive leadership and O2C Value Stream representatives. You will conduct high-impact consulting engagements, identify strategic efficiencies, and drive the sustainable implementation of global best practices, directly transforming how Roche manages Order-to-Cash operations globally.

Requirements

Master's degree in Business Administration, Information Technology, or a related field.
10+ years of consulting and healthcare experience (ideally in the Diagnostics business).
Minimum of 5 years in Commercial Operations, Supply Chain, or Business Process Management.
In-depth understanding of O2C business operations, customer experience frameworks, and end-to-end Diagnostics supply chain operations—including direct/indirect delivery, warehousing, PL3/PL4 networks, demand planning, and IT systems supporting O2C (with process modeling approaches being a plus).
Extensive consulting expertise (engagement management, workforce allocation, KPI definition, roadmap creation, and business case development).
Proven track record of managing complex projects using agile project management and change management methodologies.
Excellent written and verbal communication skills to present effectively across technical, operational, and executive audiences.
Proven expertise in leading workshops, influencing senior stakeholders, and navigating cross-cultural, matrixed environments.
Problem-solver with an ownership mindset who can navigate ambiguity, anticipate risks under high pressure, and leverage an extensive network within Commercial Operations and Supply Chain.
Flexible and willing to undertake international business travel as required by project activities.

Responsibilities

Drive high-impact O2C consulting engagements across commercial affiliates and regions to optimize processes, assess current performance, and translate insights into executable, performance-driven roadmaps.
Act as the primary advisor and sparring partner for regions, affiliates, and senior stakeholders; mentor consulting initiative owners to ensure optimal engagement, aligned expectations, and successful delivery of business priorities.
Drive innovation by actively engaging affiliates to enhance all enablers, including Process Design, People & Organization, Policies & Guidelines, Measurement & Motivation (e.g., Process Insights), Business Data, and IT Systems & Technology.
Serve as the face of the Value Stream toward regions and affiliates, facilitating access to enablers, providing expert guidance on best practices, and bringing affiliate needs back to the broader global O2C network.
Deliver consulting excellence by developing market-oriented O2C consulting packages, business cases, and implementation roadmaps that drive measurable performance improvements across process, people, data, systems, and governance.
Leverage Customer & Process Insights to proactively monitor performance, recommend improvements, and connect affiliates with the right internal networks to solve complex business operations and functional challenges.
Contribute actively to the O2C Value Stream Committee to support portfolio prioritization and strategic decision-making, while serving as the primary reference point for O2C training, capability-building content, and expert escalation.