Vice President of Experience Operations (XO)

Reporting to the Senior Vice President of Genentech Business Operations, this senior leadership position is accountable for defining and monitoring the standards for the patient and customer experience we create across US Commercial, Medical, and Government Affairs (CMG);

driving and ensuring cross-CMG orchestration of patient and customer engagement to enable that experience; and executing effective, efficient, and compliant delivery in several key engagement channels.

Experience Operations (XO) is CMG’s operational engine to enable leading patient and other customer experiences, backed by unsurpassed omnichannel capabilities and effective and efficient execution within and across patient and other customer engagement.

• XO comprises centers of excellence in patient and customer experience and engagement design and co-creation; Cx platforms, systems, and digital solution enablement;
• end-to-end content management; business process excellence; digital and other engagement channels (web, social, mobile, relationship marketing, inside sales, samples, events, and beyond);

and omnichannel orchestration. This combined team guides and enables 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 interactions with us.

The team is specifically accountable to :

Define omnichannel standards, shape engagement strategies, and design seamless, consistent & meaningful patient and customer experiences

Innovate & grow CX-enabling capabilities and technology, embedded in customer perspective & needs

Accelerate, connect, and enable the development of technology solutions that enhance the patient and customer experience across CMG.

Drive efficiencies and innovation to advance CX-enabling capabilities, channels, and technology solutions

Orchestrate and deliver seamless, consistent, meaningful channel experiences that efficiently maximize patient impact

Key Duties and Responsibilities :

LEAD

Define CMG standards for the experience we intend to create in all of our patient and other customer engagement

Steward effective, efficient, and compliant delivery in numerous key engagement channels

Drive CMG outcomes through collective leadership with senior leadership peers

Balance the cost, risks, and benefits of investment decisions with an enterprise lens

Set bold aspirations to advance the Pharma vision, set guardrails to guide and empower action

Cultivate a culture where everyone is respected, belongs, can contribute authentically and thrive

Shape and share employee experiences which inspire, engage, and reward our people

GROW

Commit to personal growth mindset and behaviors, and to coaching this mindset in others

Actively invest in our people to develop capabilities for the future

Attract, develop, and retain diverse talent reflecting our world; raise up new and diverse leaders

Model self-care, resiliency, and personal development, and help others to do the same

Embed our Operating Principles in everything we do, fostering and celebrating progress

Model Inclusive Leadership and foster belonging

DEPLOY

Know your business, anticipate changing needs, and proactively develop, adapt, or shed capabilities

Build new Cx-enabling capabilities that anticipate emerging customer and business needs

Enable talent and resources to flow to highest impact use, within and beyond department

Continuously optimize approaches, enable prioritization and celebrate stopping lower impact / misaligned work to achieve maximum impact with minimal resourcing

Deepen partnerships across enterprise to maximize system-wide impact of all capabilities

DELIVER

Sustain a performance culture of clear expectations, appropriate support, and accountability

Coach, hold team members accountable to Standards and actively manage poor performance in partnership with People & Culture (P&C)

Ensure department achieves business impact against customer priorities, timely outcomes, and annual profitability goals

Orchestrate seamless engagement across both digital and non-digital patient and customer experience

Execute with excellence and identify fit for purpose solutions that accelerate the business

Drive and ensure cross-CMG orchestration of patient and customer engagement to an integrated experience

Capabilities :

Expertise and knowledge of customer experience (Cx) design and delivery, omnichannel orchestration, and digital and analog customer engagement channels

Willing and able to persistently challenge and agitate the organization toward a full Cx mindset

Strategic and operational leader who can drive effective and efficient execution against business opportunities, both in the immediate and longer-term

Influential leader and role model who drives effective cross-functional collaboration at speed

Systems thinker who sees interdependencies and implications, and solves for the whole

Demonstrated ability to serve as a connector and catalyst driving impact with urgency

Learner / Growth / Build mindset with ability to cultivate this mindset and practice in others

Required Qualifications and Experience :

Bachelor’s Degree required. Advanced degree preferred (MA / MS / MBA / MPh)

15+ years of work experience with increasing responsibility and a track record of accomplishment

Significant experience designing and delivering customer experience across multiple engagement channels

Significant business process, information systems, and / or operations experience

Significant experience leading large teams, both in direct reporting as well as cross-functional groups

Experience driving organizational change and leading collectively with other senior leaders

Business travel is required to support business needs

This position is based in South San Francisco and relocation benefits are being offered

Desired Additional Experience :

Understanding of the US Healthcare system, the patient journey, and the relevant stakeholders

Knowledge of the legal and regulatory environment as it relates to the biopharmaceutical industry

Experience in helping leaders link their local priorities to enterprise-wide priorities

Experience in leading collaboration across functions and business units

Understanding of interrelationships between business practices and people practices

Operating Principles :

Put Patients First : I always act as if patients I know are in the room and do what's best for them.

Follow the science : I seek answers through experiments, data and debate, and act on facts.

Act as one team : I care, collaborate and commit without boundaries, and trust others to do their part.

Embrace differences : I seek diverse perspectives, invite opposing views, and challenge myself and others.

Accelerate learning : I push to learn new things even if difficult, and openly share my successes and failures.

Simplify radically : I eliminate complexity, reuse with pride, and accomplish more with less.

Make impact now : I take accountability to do what's right, deliver value fast, and don't wait for certainty.

Think long term : I choose actions today that benefit future generations.

LI-NN2

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.