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The Position
Executive Director, Channel Excellence 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.
Who We Are
Digital Experience is shaping the future of how Genetech 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! 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.
This role will report to the Vice President of Digital Experience Job Summary: The Executive Director of Channel Excellence is a visionary and entrepreneurial leader who will set the strategic direction of our Channel Product Portfolio. As a pivotal team member, you will deliver innovative, scalable digital solutions across the enterprise. You'll drive product initiatives, ensuring alignment with organizational priorities to maximize the customer experience. Partnering with end-user activation groups, you'll capture business needs, implement cross-product strategies, and ensure successful product adoption aligning with Patients, Customers, and Enterprise objectives. Key Responsibilities Strategy & Roadmap Development
Define and execute a strategic roadmap for the Channel Product Portfolio, establishing and ensuring adherence to standards while collaborating with senior leadership, and key stakeholders. Set the strategic direction for the portfolio of Channel products, aligning with organizational priorities to maximize business impact and deliver innovative, scalable solutions across the enterprise. Evaluate and prioritize high-impact use cases that drive measurable enterprise business outcomes and value for patients, organized customers, providers, and payers, ensuring a balanced Channel Product Portfolio. Serve as the executive champion for Channel Excellence, articulating its strategic value to US and global stakeholders, influencing enterprise decision-making, achieving enterprise objectives, communicating value to stakeholders, and fostering a culture of innovation, accountability, and excellence. Define and oversee the full lifecycle strategy for the Channel Suite from identifying and integrating new products to sunsetting legacy offerings, optimizing for suite performance and evolving marketing and business priorities.
Adoption Enablement, Experimentation & Performance Optimization
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. Develop and implement a structured change management strategy, in partnership with relevant Genentech Activation teams, including stakeholder engagement, communication plans, and providing ongoing support. Define hypotheses, design experiments, and conduct tests in collaboration with analytics and product teams. Establish a standardized approach to integrating voice of customer insights by partnering with the Customer Experience team to refine and enhance digital solutions and adoption in alignment with business objectives. Set and track performance and adoption metrics, in partnership with Genentech Activation teams, including regularly reporting on efficiency gains and business impact.
External Collaboration & Vendor Partnerships
Establish a standardized approach to partner with external user groups to sense, gather, and define business requirements, customer insights, market opportunities, user feedback/input, and technology trends to shape the overall product strategy & roadmap. Liaise with external AI, digital, and industry experts to bring cutting-edge digital innovations into the organization.
Cross-Functional Leadership
Lead enterprise-wide initiatives to promote cross-product understanding and collect business feedback through orchestrated rituals. Collaborate with peers, VP and SVP level leaders across Genentech through regular cross-functional meetings to align external and internal business requirements, insights, and trends to refine the Channel Product Portfolio strategy & roadmap. Drive cross-functional alignment at the highest levels, collaborating seamlessly with other leaders across Commercial, Medical, Access and Informatics to align strategies with business objectives, accelerate product development, drive adoption and track progress of the Channel Product Portfolio. Ensure adherence to standard practices across the Channel Products Portfolio, aligned to business needs. Ensure digital channel products are developed with an eye towards scaling the capabilities across Roche Pharma globally by working with counterparts in Global Product Strategy, IX, and elsewhere.
Governance & Compliance Partnership
Work closely with cross-functional teams, including Legal, Compliance, and Medical Affairs, to mitigate business risks and uphold Genentech's ethical standards. Comply with all laws, regulations and policies that govern the conduct of Genentech activities.
People & Culture
Attract, lead, and develop highly-connected, highly-motivated and high-performing teams. Provide guidance, training, and career development opportunities for team members. Drive a culture of performance through annual performance management and rewards and recognition of all team members, cultivating an environment of both accountability and performance-based incentives Make decisions regarding resource allocation and investments both in the near-term and long-term across the portfolio. Shift and re-allocate resources effectively to ensure organizational strategic priorities are met while balancing workloads and optimizing suite team performance. Lead a team through the ideation, capability building, and launch of innovative products
Who You Are
A strategic digital / commercial leader with experience in digital transformation and digital product development in regulated industries such as pharmaceutical / devices, or financial technology. Strong change management and stakeholder engagement skills to drive adoption across diverse teams. Familiarity with the regulatory and compliance landscape in highly regulated industries. Ability to lead and develop high-performing teams, fostering a culture of innovation and continuous learning.
Minimum Candidate Qualifications & Experience
Bachelor's degree in business, healthcare, customer experience, or a related field. 12+ years of experience in customer or product-focused roles, with experience driving Channel product advancement and implementation Strong leadership and team management abilities, with experience in coaching, developing, and inspiring talent Proven ability to own and manage the full product lifecycle, including visioning, roadmap creation, execution, and impact measurement. Understanding of how to design and evolve user & customer-centric experiences to drive customer satisfaction. Excellent communication and stakeholder management skills, with demonstrated success in facilitating cross-functional collaboration. Analytical and problem-solving skills to interpret customer insights and drive operational decisions. Experience working in an standard DevOps agile setting or bringing agile best-practice mentorship to the team
Additional Desired Candidate Qualifications & Experience
Advanced degree (e.g., MBA or related graduate-level qualification). Experience with a focus on implementing product strategy, preferably in healthcare, pharmaceutical, or other regulated industries Familiarity with industry best practices and benchmarks for customer experience design. Experience leveraging CX insights to inform strategic decisions and optimize business processes.
Location
The expected salary range for this position based on the primary location of South San Francisco, CA is 227,500.00 - 422,500.00. 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-TW1 #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.
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Genentech
relocation assistance
Feb 22, 2025