PX Operating Model Designer

Genentech•Daly City, CA

1d•$136,900 - $254,200•Hybrid

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 PX Operating Model Designer, you will support the activation of innovative patient experiences designed by our Experience Design team by defining the people, process, governance, and capability models required for scalable delivery. What you can expect in this role at Genentech: Partner cross-functionally with Solution Leads, Business Designers, and Strategy & Governance to define the operational implications of new patient experiences. Map current-state end-to-end processes across human and digital touchpoints (including patient support workflows, vendor interactions, and reimbursement pathways) to surface friction points, inefficiencies, and compliance risks. Translate patient journey designs into detailed operational process maps, future-state service blueprints, and SOP-level documentation. Design future-state workflows, cross-functional handoffs, escalation paths, and system integration points in close collaboration with CMG and PAA Activation & Capabilities Enablement . Clarify updated role expectations and collaborate with process owners to redesign workflows when new patient experiences require operational change. Partner with internal Genentech teams and external vendors to define operational readiness strategies, including transition planning, training inputs, and communication plans. Evaluate how third-party vendors and customer platforms integrate into existing workflows, defining process-level requirements for vendor onboarding and governance.

Requirements

Hold a Bachelor’s degree in a related field (e.g., organizational psychology) or equivalent experience.
Bring 7-10 years of professional experience in pharmaceutical, biotechnology, technology, contact centers, or a related industry.
Possess hands-on experience performing process design, service blueprinting, operational readiness assessments, gap analyses, workforce planning, and capability modeling.
Demonstrate strong systems thinking and structured problem-solving abilities.
Show a proven ability to collaborate effectively with cross-functional teams in complex environments.

Nice To Haves

Master’s degree or MBA in Organizational Development, Systems Engineering, Healthcare Administration, or a related business field.
Experience supporting patient support operations, call center transformations, or access/reimbursement process redesigns within a biotech/pharma setting.
Proven track record using advanced process mapping tools (e.g., Visio, Lucidchart, Miro) and agile service blueprinting methodologies.

Responsibilities

Partner cross-functionally with Solution Leads, Business Designers, and Strategy & Governance to define the operational implications of new patient experiences.
Map current-state end-to-end processes across human and digital touchpoints (including patient support workflows, vendor interactions, and reimbursement pathways) to surface friction points, inefficiencies, and compliance risks.
Translate patient journey designs into detailed operational process maps, future-state service blueprints, and SOP-level documentation.
Design future-state workflows, cross-functional handoffs, escalation paths, and system integration points in close collaboration with CMG and PAA Activation & Capabilities Enablement .
Clarify updated role expectations and collaborate with process owners to redesign workflows when new patient experiences require operational change.
Partner with internal Genentech teams and external vendors to define operational readiness strategies, including transition planning, training inputs, and communication plans.
Evaluate how third-party vendors and customer platforms integrate into existing workflows, defining process-level requirements for vendor onboarding and governance.