Within the Global Customer Support (GCS) organization, the Knowledge & Learning Solutions (KLS) Core Lab Documentation department provides customer and customer support information for various Roche diagnostics analyzers, workflow solutions and digital and IT software and applications.
We are seeking a talented and experienced Documentation Lead who has experience in managing projects in the area of documentation and can contribute to and drive international documentation projects for Roche development teams.
Customers' expectations are higher than they have ever been before. Through artificial intelligence-powered technologies, customers are being provided their wishes before they even know what their wishes are. At the same time, it is becoming even more difficult for businesses to service and support these wishes when they come true.
Information is the key equalizer. If you're able to provide the right content, in the right format, and at the right time, you're able to not just foster error-free use of products, but you're able to provide great user experience. In our team, we're about avoiding customer frustrations, turning their frowns upside down through information and, in turn, delivering customer delight.
This role is about networking the teams, enabling and coaching the people, and influencing the stakeholders to make our vision, customer and customer support information as the first line of defense for service and support of Roche Diagnostics products, a reality.
Your responsibilities will include:
Develop, maintain, track and manage a high-quality integrated project plan, making sure that all objectives, milestones and deliverables are achieved across all documentation workstreams
Provide leadership, hold internal and external stakeholders and the project team accountable to deliver projects timely, within budget with high quality, while achieving customer happiness
Effectively communicate and engage both technical and business stakeholders at all levels of the organization, countries and cultures
Define and transparently manage the critical path of the project and project scope, making sure that your documentation project team remain aligned and stakeholders stay well-informed throughout the process
Proactively identify and communicate gaps, potential bottlenecks and/or delays and interdependencies to the development project team and project sponsors
Regularly communicate project progress, challenges and key wins to stakeholders
Contribute to the ongoing digital transformation of the Knowledge & Learning Solutions department, which will allow our customers and Roche Diagnostics to easily access, use and acquire product knowledge globally
Experience you bring in order to be successful in the role:
Experience in creating or managing engaging content/documentation related to hardware or software products for customer use.
Strong influencing, networking and stakeholder management skills with both technical and business groups.
Bachelor’s degree or equivalent in project management, business administration, economic sciences, biomedical sciences or engineering
You have a PMP or PRINCE2 certification or equivalent, in addition to 5+ years of related project management experience in fast-paced, project-based environments.
Experience in the life science industry, specifically with medical diagnostics or biotechnology experience is preferred.
Solid understanding of product ownership, agile and scrum principles. An agile certification, such as PMI-ACP or Certified Scrum Master, is very helpful.
You are fluent in English, German and Spanish are a plus
Roche is strongly committed to a diverse and inclusive workplace. We strive to build teams that represent a range of backgrounds, perspectives, and skills. Embracing diversity enables us to create a great place to work and to innovate for patients.