Service Supply Chain Operation Leader - Indianapolis, IN

Roche•Indianapolis, IN

About The Position

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters. The Position A healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love. That’s what makes us Roche. Roche Support Network offers an exciting opportunity for individuals who are passionate about problem-solving. As a research-focused healthcare company, Roche is dedicated to discovering, developing, and providing innovative diagnostics and therapeutic products. With a commitment to employee development and a work environment that values respect and empowerment, Roche offers exciting career prospects for those seeking to make a significant impact on patient care. The Opportunity: As the Service Supply Chain Operations Leader, you will be a critical leader responsible for overseeing and optimizing the Spare Part Supply Chain operational efficiency and delivery. This role focuses on driving strategic initiatives, managing core spare part planning and logistics processes, and leading high-performing teams to enable the field to drive exceptional customer support and field service outcomes. As the Service Supply Chain Operations Leader, you will: leverage a strong foundation in process improvement, team leadership, strategic planning, and technology implementation to continuously enhance our service supply chain capabilities and customer experience.

Requirements

Bachelor’s degree in Business, Marketing, Supply Chain, Technology Management, Project Management, or related degree preferred
3 years of experience with direct or indirect responsibility for leading/influencing people
At least 1 year of experience in areas such as supply planning, logistics, order fulfillment, inventory management processes and procedures, or warehouse management

Nice To Haves

Demonstrated experience in leading complex, cross-functional service operations or logistics/supply chain projects within a technical service environment.
Proven ability to lead, grow, and mentor high-performing teams.
Strong background in process improvement methodologies, operational redesign, and implementing standardized systems
Experience in strategic planning and execution, particularly related to spare parts management, field support coordination, and inventory optimization.
Excellent stakeholder management and communication skills, with the ability to present strategic updates and proposals to senior leadership and key customers.
Experience as a Product Owner or Program Manager for large-scale, enterprise-level initiatives.
Familiarity with medical device or diagnostics industry service models.
Prior experience with global or regional supply chain process enhancement and system implementation.
Six Sigma Green Belt Certification
APICS CSCP/CLTD Certification

Responsibilities

Strategic Leadership & Program Management Drive the design, pilot, and scaling of significant initiatives, including staffing, process definition, and technology integration, projecting significant team growth and enhanced service reach.
Develop and implement a cohesive North America spare parts strategy, aligning cross-functional teams (both internal local and global teams, as well as external 3PL and couriers) for optimal execution and customer experience.
Contribute to global service systems/tools initiatives as a representative for the US market, developing proposals and leading pilot collaborations for enhanced support.
Assess and execute operational redesigns to eliminate backlogs, enhance service delivery capacity, and implement standardized systems for process visibility, control and measurement.
Operational Management & Process Optimization Oversee and manage core service operations, including the Service Support and Parts Planning teams, supporting field service in spare parts planning and distribution.
Drive continuous improvement and operational excellence across service processes, ensuring alignment with key stakeholders and global strategies & policies.
Lead the integration of new functions or teams into existing team structures, enhancing field support strategy and execution.
Leverage technology and data to enhance service spare part planning and distribution; lead the business case and implementation of SaaS solutions to optimize spare parts planning for a large network of storage locations, improving first-time fix rates.
Team Leadership & Stakeholder Management Determine team capacity models and staffing requirements, driving team growth and development by identifying necessary skills and knowledge, and creating new roles to attract external talent and add stakeholder value.
Manage, mentor, and evaluate direct reports and team members with a priority on employee development to ensure efficient operation and achievement of function and project goals.
Serve as a key spokesperson for RSN operational strategies and innovations to both internal and external stakeholders, including executive leadership and, at times, key Roche customers, soliciting feedback to ensure strategic alignment and positive impact on the customer experience.
Oversee the development of policies, procedures, and metrics to standardize and improve service operations and supply chain functions across regional service teams, ensuring consistency and compliance.
Ability to lead and execute business continuity plans during supply chain disruptions across multiple internal and external business partners.
Strong focus on operational expense management seeking cost efficiencies through innovative solutions.