Global Customer Support (GCS) is the global organization responsible for technical services in the Roche Diagnostics Division. More than 500 co-workers at various locations around the world provide support, training and information to local and regional service & support representatives.
REXIS stands for Roche excellence in sales and service. REXIS aims to further improve sales and service processes as well as according customer relationship management solution (salesforce.com) that integrates sales, customer support centers and field services into a common platform.
We are looking for a passionate Global Business Process Manager to help us designing and further developing the customer support center part of REXIS. The goal is to improve Roche’s customer support centers with efficient and innovative service processes and tools. You will be leading the global customer support center domain, coordinate the respective regional teams from EMEA–LATAM, North America and Asia. This position will be based in Rotkreuz, Switzerland.
You will work mainly on:
Constantly improve the business processes for customer support centers and lead the development of according tools, focusing on user satisfaction and efficiency improvements
Lead the global change request process and team for the customer support center applications. Ensure that business requirements are properly captured and prioritized as well as aligned with the regions and implemented by IT counterparts
Align stakeholders, particularly regional business process managers, so that the improvement ideas are accurately captured, developed functionalities fit to the business needs and priorities and the innovative field service roadmap is properly synchronized
Share and implement global best practices for customer support centers
Define and lead global projects to execute large process and IT tool improvements, including project planning and people leadership (matrix leadership)
Work closely with the customer experience team to ensure that customer-facing digital solution fit to according internal processes at customer support centers
Who you are?
Excellent leadership skills, experienced in leading global projects and according teams at the interface of business and IT
Analytical and result-oriented individual with good communication and stakeholder management skills, very strong team player and used to work in a highly collaborative environment
Excellent project management and organizational skills as well as a structured approach to work
Highly driven individual with an entrepreneurial mindset and a passion to drive business improvements through processes and technology
Experience within service and a good understanding of in vitro diagnostic (IVD) product portfolio and IVD customers
Very strong business acumen, highly customer-oriented
Experience with salesforce.com, especially the service cloud, preferred
Masters degree in management, economics, IT or engineering
Fluent in English (written and spoken), any other language is a plus (e.g. German, Spanish)
Ability to travel 20% or more globally