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.

Experience Operations (XO) is an organization that brings together both emerging and established centers of excellence in patient and customer experience, engagement design, co-creation, technology platforms/systems, digital solution enablement, end-to-end content management, digital and other engagement channels (web/mobile, social, relationship marketing, inside sales, samples, events, etc.), and omnichannel orchestration.

This combined team guides Marketing, Customer Engagement, Medical Affairs, Public Affairs & Access, and all 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:

Accelerating, connecting, and enabling the development of technology solutions that enhance the patient and customer experience across CMG.

Advancing the goal of seamless, consistent & meaningful patient and customer experiences that maximize patient impact while keeping compliance at the forefront.

Defining omnichannel standards, shaping engagement strategies, and designing seamless, consistent & meaningful patient and customer experiences.

Reporting to the Executive Director of Channel Excellence

Key Responsibilities

Strategy & Roadmap Development

Accountable for the integrated lifecycle and roadmaps across Web/Mobile, Email/RM, and SMS/MMS/Voice, overseeing product strategic planning, digital forward operational execution, delivery milestones, and measurable impact through adoption and sustained engagement.

Develop robust operating frameworks and design KPI’s that drive high impact, meaningful and seamless experiences across digital channels 

Define and analyze metrics that inform the success of products

Accountable to deliver business-relevant product(s) that meet business needs via collection, alignment, and implementation of feedback from stakeholders while meeting larger CMG objectives

Leverage and understand executive insights from measurement & optimization Business Product Owners to direct product advancements and operations of channel teams.

Adoption Enablement, Experimentation & Performance Optimization

Be the primary change agent for digital channels within the organisation by advocating for an omnichannel approach, identifying and implementing best practices, and actively promoting digital channels to the business

Drive innovation across these areas for a variety of CMG use cases spanning the entire customer journey, leveraging knowledge of industry/competitive trends and pulling through product suite strategic business priorities

Develop and implement cross-product strategies that align with the strategic objectives of Patients, Customers, and the Enterprise - identifying new and novel digital channel applications & integrations

Works with peers, VP and SVP level leaders across CMG to sense, gather, and define business requirements, customer insights, market opportunities, user feedback/input, and technology trends to shape the overall digital channel product strategy and secure buy-in.

Lead external engagement efforts, engaging with key stakeholders—including health systems, industry organizations, and technology partners—to drive adoption, collaboration, and innovation in digital channel strategies.

External Collaboration & Vendor Partnerships

Evangelize the role of product(s) in achieving enterprise objectives, communicating their value proposition and roadmap(s) to senior leaders and organization-wide stakeholders 

Drive prioritization, manage diverse stakeholders across the enterprise, and resolve conflicts to help channel teams align and advance product roadmaps and enhancements.

Ensure channel product teams are in alignment with technical partners for development of products that deliver both business and technical performance Partner with other Suite Stewards, including the Customer Experience, Omnichannel, and Content teams to achieve and meet holistic patient, professional, and internal customers needs by aligning roadmaps and initiatives

Cross-Functional Leadership 

Partner with health equity & tech equity leaders to ensure the needs of all patients are met through the digital solutions we enable

Champion cross-functional collaboration, aligning with senior business stakeholders and technical leadership to ensure investments and prioritization decisions drive enterprise-wide impact and business outcomes.

Partner with Medical, Commercial, and Access as an advisory in the creation and execution of comprehensive learning experiences (e.g., training modules, workshops, and hands-on sessions) to upskill teams on channel-specific capabilities.

Partner with Customer Experience to integrate usability studies, research and market analysis into product requirements to enhance user satisfaction and deliver a holistic customer experience

Partner closely with Informatics, Customer Experience, Analytics, and Data Science leaders to rapidly experiment, iterate, and validate to achieve product-market fit, increased usage, growth, and scale.

Governance & Compliance

Comply with all laws, regulations and policies that govern the conduct of Genentech activities.

People & Culture

Lead, mentor, and manage a team of Channel Product Directors, fostering an exemplary employee experience, including a culture of collaboration, innovation, and accountability.

Provide guidance, training, and career development opportunities for team members.

Allocate and shift resources effectively to ensure balanced workloads and optimized team performance and business impact.

Cultivate an environment of both accountability and performance-based incentives with ongoing and annual performance management and rewards and recognition of all direct reports. 

Required Minimum Candidate Qualifications & Experience

Bachelor’s degree in business, technology, operations, science, marketing, or a related field.

10+ years of experience, with 5+ years in product management, digital product operations, or equivalent experience.

Expertise in directing teams to drive product improvements based on measurement and optimization insights.

Fluency / comfort with data systems, technology platforms, and integrations to inform strategic product decisions.

Strong skills in budget management, resource allocation, and stakeholder alignment for cross-functional collaboration.

Strong leadership and team management abilities, with experience in coaching, developing, and inspiring talent (direct or indirect).

Excellent communication and leadership abilities to drive change, influence stakeholders, and evangelize the product vision.

Experience working in an agile setting or bringing agile best-practice mentorship to the team. 

Experience collaborating with Legal, Compliance, and Privacy teams to ensure adherence to governance and regulatory standards, and help influencing & evolving standards where needed

Ability to innovate and foster experimentation to improve product capabilities.

Proven ability to adapt and navigate ambiguous or evolving environments.

Strong problem-solving and strategic thinking skills, with a strong focus on long-term vision.

Additional Desired Candidate Qualifications & Experience

Advanced degree, or equivalent experience (e.g., MBA or related graduate-level qualification).

Experience in healthcare, pharmaceutical, or highly regulated industries.

Proven success in managing large-scale, complex projects requiring strategic planning and operational execution.

Advanced knowledge of workflow tools, automation systems, and compliance frameworks.

Experience with omnichannel/digital marketing solutions or CRM systems.

Proven experience to analyze, interpret, and leverage data to make product, technical, and business decisions

Location

This position is based in South San Francisco, CA

Relocation assistance is not available at this time.

The expected salary range for this position based on the primary location of South San Francisco, California is $199,500/yr to $370,500/yr.  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 

#LI-CM4

#BoFT

Genentech is an equal opportunity employer, and we embrace the increasingly diverse world around us. Genentech prohibits unlawful discrimination based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin or ancestry, age, disability, marital status and veteran status.