WHO WE ARE

Experience Operations is shaping the future of how Genentech connects with our patients and customers by harnessing the power of digital innovation and human-centered design. As healthcare evolves, we are bold in our approach – leveraging cutting edge AI, advanced digital engagement, end-to-end content management, human-centered design, and omnichannel strategies to create seamless, personalized, and meaningful experiences for our patients and customers. Genentech’s mission is to push the boundaries of science to deliver life-changing medicines, and that requires a digitally enabled, human-centered approach to engagement. This is your opportunity to lead transformative change, integrating advanced technology with strategic vision to drive impact at scale. If you are passionate about redefining the healthcare experiences and building something extraordinary, we want you on this journey. Let’s redefine what’s possible together! The Omnichannel Suite is responsible for scaling channel capabilities, governance, and operations that power seamless measurable customer and patient engagement across CMG.

This combined team guides Marketing, Customer Engagement, Medical Affairs, Public Affairs & Access (“CMG”), and other patient- and customer-facing teams across CMG to shape and drive a seamless, consistent, meaningful, and compliant experience for patients and customers across our interactions. The team is specifically accountable for:

• Defining omnichannel standards, shaping engagement strategies, and designing seamless, consistent & meaningful patient and customer experiences.
• Accelerating, connecting, and enabling the development of digital solutions that enhance the patient and customer experience across CMG.
• Advancing the mission of seamless, consistent & meaningful patient and customer experiences that maximize patient impact while keeping compliance at the forefront.

JOB SUMMARY:

The Executive Director of Omnichannel is a visionary and entrepreneurial leader who will set the strategic direction of our Omnichannel Product Portfolio. As a pivotal team member, you will deliver innovative, scalable omnichannel orchestration, automation, and channel-specific solutions across the enterprise. You’ll drive product initiatives, ensuring alignment with organizational priorities to maximize the customer experience. In this position, you will also lead the optimization of touchpoints across all channels, ensuring consistent messaging and alignment with our broader commercial, medical, and access goals. Partnering with end-user activation group leads, you’ll capture business needs, implement cross-product strategies, and ensure successful product adoption aligning with Patient, Customer, and Enterprise objectives. This position ensures Genentech’s omnichannel standards, operations, and capabilities are informed by, and contribute to, broader Roche global engagement strategies, platforms and best practices.

This combined team guides Marketing, Customer Engagement, Medical Affairs, Public Affairs & Access (“CMG”), and other patient- and customer-facing teams across CMG to shape and drive a seamless, consistent, meaningful, and compliant experience for patients and customers across our interactions. The team is specifically accountable for:

• Defining omnichannel standards, shaping engagement strategies, and designing seamless, consistent & meaningful patient and customer experiences.
• Accelerating, connecting, and enabling the development of digital solutions that enhance the patient and customer experience across CMG.
• Advancing the mission of seamless, consistent & meaningful patient and customer experiences that maximize patient impact while keeping compliance at the forefront