Marketing Technologies Solution Owner : Customer Service / Case Management
Role details
Job location
Tech stack
Job description
Are you a visionary leader at the intersection of technology, healthcare, and customer experience? At Roche, we are building a world-class, integrated Marketing Technologies ecosystem to add meaning and value to every customer interaction. As aMarTech Solution Owner, you will be the strategic architect of this evolution. You won't just manage products; you will lead a global transformation that harmonizes technology across Roche Pharma, ensuring our digital engagement translates directly into improved patient outcomes.
The Opportunity
- Strategic Vision: Define and drive the roadmap for a centralized, scalable customer-centric ecosystem across global, regional, and affiliate levels.
- Ecosystem Leadership: Act as the primary business owner for the value stream, ensuring end-to-end integration between business strategy and technical execution.
- Innovation Catalyst: Champion emerging technologies (AI, automation) to keep Roche's engagement strategies at the cutting edge of the biotechnology industry.
- VACC Leadership: Lead and mentor a high-performing team of Product Managers and Business Process Managers, fostering a culture of empowerment and agility.
- Collaboration: Bridge the gap between Global Business, Informatics (IT), and external vendors to deliver seamless, stable, and high-impact digital solutions.
Who You Are
You are a decisive, pragmatic business leader who thrives in complex, decentralized environments. You have a "one-enterprise" mindset and a proven track record of demonstrating how technology enhances business outcomes in the life sciences sector.
Requirements
- Industry Expertise: 5-10 years in Pharma/Biotech (or related) with deep domain knowledge inCustomer Service, Case Management, and Medical Inquiries.
- MarTech Mastery: Proven experience as a Solution/Product Owner for major CRM/Service platforms (e.g.,Salesforce Service Cloud, Veeva).
- Leadership: 3+ years of direct people management or 10+ years leading large matrixed teams.
- Agile Native: Strong proficiency inScaled Agile (SAFe) and DevOps environments.
- Transformation Specialist: Demonstrated success leading large-scale go-to-market transformations and process design workshops (using tools like Miro/FigJam).
- Education: University degree required; MBA or advanced degree preferred.
- Mobility: Willingness to travel globally (~20%).
