Vice President Customer Experience and Commercial Operations

Roche•Mississauga, ON

1d•Hybrid

About The Position

At Roche, we foster a culture where individuals can express themselves authentically, are valued, accepted, and respected for their unique qualities. This environment encourages personal expression, open dialogue, and genuine connections, enabling personal and professional growth. Our mission is to prevent, stop, and cure diseases, ensuring universal access to healthcare for present and future generations. The Vice President Customer Experience and Commercial Operations is a critical executive role reporting directly to the President & CEO. This position is responsible for shaping the future of customer experience and portfolio commercialization within Roche Canada. As a key member of the Canadian Network Enabling Team (CNET), the role involves translating global strategies into local execution, defining agile strategies and corporate policies to advance Canada Pharma. The VP will lead and develop a multidisciplinary team, including Marketing, Customer Experience, Squad Leaders, and Patient Journey Partners, to ensure seamless and value-driven engagement. Collaboration with internal executives and external stakeholders is essential for fostering high-level partnerships and conducting significant negotiations. Beyond commercial strategy, the role embodies the Visionary, Architect, Coach, Catalyst (VACC) leadership model, cultivating a workplace culture of trust, innovation, and high performance. This is an opportunity to lead a world-class portfolio, develop future industry leaders, and leave a lasting legacy at Roche Canada.

Requirements

Bachelor's degree required.
10+ years of progressive executive leadership experience in commercial strategy, customer engagement, or patient-experience functions within the healthcare ecosystem.
Prior global/international experience.
Ability for future global mobility.
Proven track record of developing, articulating, and implementing long-term corporate vision and agile strategies.
Ability to navigate ambiguity and complex financial landscape dynamics.
Extensive experience leading, coaching, and scaling high-performing, multidisciplinary teams.
Expertise in shifting organizational mindsets, driving performance, and cultivating future enterprise leaders.
Demonstrated ability to manage high-level external stakeholder expectations.
Ability to challenge the status quo and champion a culture of experimentation and innovative solutions.
A deeply ingrained, patient-inclusive mindset that aligns commercial objectives with healthcare ecosystem improvements and patient outcomes.
Advanced skill in translating complex, enterprise-level data sets into actionable process improvements and high-impact commercial strategies.
Exceptional communication, negotiation, and presentation skills suited for boardroom and external executive interactions.
Flexibility to travel up to 20% to support regional and global objectives.

Nice To Haves

Master's degree.
Experience in Cardiovascular metabolic healthcare or consumer-driven healthcare.
Prior experience leading leaders.
Fluently bilingual in French and English.

Responsibilities

Apply a "One Roche Canada" perspective to commercial opportunities, collaborating across Chapters, Squads, and Roche Dx for aligned resourcing.
Build and evolve an integrated team structure unifying customer engagement and commercial operations into a single strategic function.
Coach, mentor, and develop employees through onboarding, career planning, and supporting global talent initiatives.
Lead through effective delegation, establishing clear accountability, feedback mechanisms, and empowering employees.
Foster an open, honest, and unified workplace culture emphasizing teamwork, commercial excellence, and corporate values (integrity, courage, passion).
Drive a strong compliance culture, develop local SOPs, and define best practices and tools to scale communication capabilities and functional expertise.
Serve as a core member of the Canadian Network Enabling Team (CNET), aligning organizational goals with business strategy with the CEO and senior executives.
Map long-term strategies and short-term priorities into an agile agenda for Canada Pharma, establishing corporate policies, objectives, and evaluation criteria.
Interact regularly with internal and external executives and major customers to drive partnerships, negotiations, and collaborations.
Drive actions, follow-ups, and key Pharma Canada deliverables, including annual goal-setting and strategic planning.
Represent Canada on global commercial operations and customer engagement leadership teams, facilitating knowledge exchange.
Drive continuous external outreach and market sensing to translate evolving ecosystem trends into actionable business outcomes.
Shape the strategic direction of Roche Canada’s external healthcare system engagement and identify opportunities for corporate thought leadership.
Anticipate shifting healthcare environments to evolve business structures, customer engagement strategies, and core capabilities.
Design frameworks for external patient journey mapping and partnership development, building relationships with key customers and stakeholders.