Head of CE Internal Operations & Services

The Position

From the beginning, Genentech has been a team of highly dedicated, passionate individuals. We are a place where people are united around a single purpose and an ambitious vision. Together, we aspire to deliver ever better health outcomes for patients while lowering overall healthcare costs. Our goal is to compel the customer to act on behalf of their patients while showing great commitment to the rare disease community, whose support is key. Utilizing innovative methods to identify patients who may benefit from treatment, we must take a highly strategic approach to patient access while assisting patients and their caregivers to navigate the healthcare system.

• •Own the integrated CE service model across Meetings and Logistics, CSO, Activation, Tools & Training, and ABP Services.
• •Define service catalogs, access channels, service levels, governance, and clear expectations for how CE teams engage each capability.
• •Ensure common services are standardized where scale creates value while preserving flexibility for meaningful business differences.
• •Create clear handoffs and integration points with Field Operations and Enterprise Operations so requests route to the right owner.
• •Establish operating standards that reduce administrative complexity and improve the overall CE service experience.

• •Maintain an integrated view of service demand, workload, capacity, constraints, and emerging support needs across CE.
• •Prioritize service demand and deploy team capacity against the highest-value business needs and workload peaks.
• •Establish performance dashboards, service measures, and regular reviews that provide visibility to quality, responsiveness, and capacity.
• •Identify recurring demand patterns and use them to inform staffing, service design, process, and technology decisions.
• •Provide recommendations on resources, capacity, vendors, and technology based on service performance and business needs.

• •Ensure consistent planning, logistics, and execution standards for CE meetings and events.
• •Oversee the operating support, coordination, and performance visibility required for CSO-related work.
• •Ensure CE teams have effective activation tools, training, content, insights, and measurement support and can use those capabilities effectively.
• •Own ABP coverage, deployment, support standards, and service expectations across executive, team, and ecosystem support.
• •Manage relationships with external vendors and partners and hold them accountable for quality, service, cost, and agreed outcomes.

• •Create mechanisms to gather feedback from CE leaders, teams, and service users and translate it into improvement priorities.
• •Identify opportunities to simplify processes, reduce duplication, improve self-service, and remove unnecessary administrative burden.
• •Drive adoption and effectiveness of tools, training, content, and service processes through clear communication and support.
• •Promote common ways of working while continuously evolving services based on business needs and lessons from execution.
• •Partner across CE Operations to ensure service capabilities support enterprise priorities, field needs, and major business cycles.

• •CE service catalog and access model
• •Operating standards, service levels, and governance
• •Integrated service workplan and capacity view
• •Performance dashboard and continuous-improvement priorities
• •Resource, vendor, and technology recommendations
• •ABP coverage and deployment standards
• •Meeting, logistics, CSO, and activation service standards
• •Service adoption, customer experience, and effectiveness reviews

• •Service-oriented leader who combines strategic thinking with operational discipline
• •Exceptional people leader, coach, and talent developer
• •Systems thinker who sees interdependencies across services, teams, and business needs
• •Strong customer mindset with a focus on making CE easier to navigate and operate
• •Skilled at standardizing where scale matters and customizing where business value requires it
• •Strong judgment in prioritizing demand and deploying limited capacity
• •Demonstrated ability to simplify complex process