Principal Customer Operations Oversight Lead (US Medical)

Why Genentech ​​​​​​​We’re passionate about delivering on Our Promise to improve the lives of patients and create healthier communities for all. We foster a culture of inclusivity, integrity and creativity while boldly pursuing answers to the world’s most complex health challenges and transforming society.

The Opportunity The Principal Customer Operations Oversight Lead plays a pivotal role in driving operational excellence across our US Medical (USM) Contact Center lines of business, including Medical Information, Trial Information Support & Compassionate Use, and Adverse Event Intake. In this role, you will lead vendor governance, negotiate complex SLAs, and optimize customer experience across diverse healthcare stakeholders.

Strategic Operations: Lead overall strategic direction, capacity planning, and end-to-end execution across USM Contact Center lines of business. Vendor Governance & SLA Management: Oversee vendor partnerships by negotiating contracts, enforcing SLAs, leading QBRs, and establishing Service Provider Oversight Plans (SPOPs).

Operational Excellence & Optimization: Continuously evaluate scope and processes to identify consolidation opportunities, drive cost efficiencies, and enhance the customer experience. Technology & Innovation: Champion the evaluation, piloting, and compliant integration of emerging technologies such as AI, automation, and digital self-service to optimize contact center efficiency.

Data-Driven Insights: Synthesize complex customer interaction data across channels into actionable narratives to inform strategic decision-making and long-range planning. Risk Management & Inspection Readiness: Ensure strict regulatory compliance (GCP, GVP, and Medical Device mandates) and help lead audit and inspection readiness for Health Authority evaluations.

Stakeholder Alignment: Lead seamless collaboration between internal matrix teams and external service providers, taking ownership of complex escalations to ensure timely, stakeholder-aligned resolutions. Who you are You hold a Bachelor’s degree in a life science, healthcare, business, or related field.

You bring 10+ years of progressive, strategic experience in the pharmaceutical, biotechnology, or healthcare industry. You possess 5+ years of hands-on experience in Medical Affairs, Medical Information, Pharmacovigilance/Drug Safety, or Clinical Contact Center operations.

You have a customer-centric focus with a deep-seated commitment to ensuring high standards of service, sustained trust, and elevated customer satisfaction. You have a proven track record as a principal owner of external Business Process Outsourcing (BPO) partners and strategic vendor governance.

You have direct experience governing outsourced GCP, GVP, and Medical Device activities and serving as an SME during regulatory inspections. Preferred Advanced clinical, scientific, or business degree (e.g., PharmD, RN, MD, PhD, or MBA).

Demonstrated expertise in translating complex customer interaction data into long-range business strategies. Proven capability to lead through influence in matrixed global and local structures.

Hands-on experience scaling emerging technologies (e.g., AI-enabled routing, digital self-service tools) within regulated environments. Location This role is based in South San Francisco and offers a hybrid schedule working 3 days per week on campus No relocation benefits are available for this posting The expected salary range for this position based on the primary location of CA is $156,500 - $290,700.

Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law. A discretionary annual bonus may be available based on individual and Company performance.

This position also qualifies for the benefits detailed at the link provided below. Benefits Genentech is an equal opportunity employer.

It is our policy and practice to employ, promote, and otherwise treat any and all employees and applicants on the basis of merit, qualifications, and competence. The company's policy prohibits unlawful discrimination, including but not limited to, discrimination on the basis of Protected Veteran status, individuals with disabilities status, and consistent with all federal, state, or local laws.

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