Senior Director, Omnichannel Orchestration & Automation

Senior Director, Omnichannel Orchestration & Automation

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

Experience Operations is shaping the future of how Genentech 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.

Job Summary
The Senior Director, Omnichannel Orchestration & Automation will lead the advancement and delivery of our Engagement Orchestration and Engagement Automation capabilities, leveraging product & technical knowledge, well-rounded soft skills, and a results-driven approach to develop solutions in line with broader commercial, medical, and access goals.

The individual in this role will be responsible for strategic roadmap creation and execution in partnership with stakeholders, and operations/technical partners. They will lead the team in assessing customer, business and users needs, identifying opportunities for automation and innovation, and implementing scalable solutions.

Omnichannel capabilities are a key area of focus and investment for the organization, and the ideal candidate will bring a deep understanding of both omnichannel and channel nuances to deliver seamless experiences that enhance patient and customer engagement while delivering significant business impact. This leader will also coordinate closely with global Roche product and platform teams to align on shared capabilities, architecture, and best practices.

Key Responsibilities

• Drive the advancement & innovation of our orchestration and automation products for a variety of CMG use cases spanning the entire customer journey.

• Develop and implement cross-product strategies that align with the strategic objectives of Patients, Customers, and the Enterprise.

• Lead efforts to sense, gather, and define business requirements, customer insights, market opportunities, user feedback/input, trends to shape the overall product strategy and secure buy-in, engaging peers, VP and SVP level leaders.

• Shape a customer-centric product vision by leveraging knowledge of industry & competitive trends and pulling through product suite strategic business priorities.

• Accountable as the central owner of the Engagement Orchestration + Engagement Automation product lifecycle and roadmap – overseeing product strategic planning, digital-forward operational execution, delivery milestones, and business outcomes with measurable impact through adoption and sustained engagement.

• Drive innovation and integration of omnichannel capabilities, including channel activation & automation, campaign execution plan orchestration, audience management, journey visualization, incorporation of AI and/or ML driven recommendations, etc, in partnership with other Omnichannel Business Product Owners.

• Drive the orchestration and automation product(s) vision and standards, aligning senior enterprise business stakeholder priorities, technical team capabilities, and process opportunities.

• Define target users in collaboration with Analytics partners, deeply understand user research, prioritize key features and functionalities, and set clear performance objectives, balancing business requirements with an exceptional end-user experience.

• Align business outcomes with technical feasibility to ensure product delivers both business value and technical performance in collaboration with the Technical Product Managers.

• Accountable for ensuring the team delivers a business-relevant product that meets business needs via collection, alignment, and implementation of feedback from stakeholders while meeting larger business objectives.

• Define policy for headcount and investment allocation both in the near-term and long-term to drive desired business outcomes. 

• Demonstrate mastery in developing business cases to drive experimentation within the product-oriented model and team for new cross-product innovation, integration, and features. 

• Translate omnichannel strategy into scalable, modular products that support orchestration of journeys across Genentech’s full customer and patient engagement landscape.

• Operationalize intelligent engagement logic including Next Best Action, AI-driven targeting, and dynamic channel mix recommendations.

Cross-functional Leadership

• Evangelize the importance and value of Engagement Orchestration and Engagement Automation in achieving enterprise objectives, communicating their value proposition and roadmap(s) to senior leaders and organization-wide stakeholders.

• Partner with other applicable Business Product Owners / Executive Suite Stewards to achieve and meet patient, professional, and internal customers needs by aligning roadmaps and initiatives.

• Partner with business stakeholders and technical teams to construct and maintain a prioritized product backlog.

• Ensure that the user experience for orchestration & automation products is optimized and designed around users workflows. 

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

• Partner with Global product managers to drive effective collaboration for shared learnings and efficiencies.

• Ensure collaboration with Senior Leaders, end-user Activation Teams, and Learning and Skills Development to support adoption -- providing materials and domain expertise for training and change management.

• Liaise with global Roche partners (e.g., IX, GPS, Firefly/GenAI Studio) to inform local innovation and ensure alignment to global technology roadmaps and compliance standards.

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

People & Culture

• Lead, mentor, and manage the Omnichannel Orchestration and Automation team, 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.

• Drive a culture of performance and accountability through annual performance management and rewards and recognition of all team members.

• Lead or oversee inclusive hiring of direct and indirect reports.

Minimum Candidate Qualifications and Experience

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

• 10-12+ years of experience, with 5+ years in product management, digital product operations, or equivalent experience.

• Broad expertise in all aspects of omnichannel experiences – e.g. Customer Data Platforms, Next Best Action / Recommendation Engines (including its application using AI/ML), marketing automation, Customer Relationship Management (CRM), customer experience (CX), privacy, etc.

• Ability to own and manage the full product lifecycle, including visioning, roadmap creation, execution, and impact measurement.

• Proven expertise in driving product innovation based on industry trends and measurement and optimization insights.

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

• Advanced proficiency 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 and evolving standards where needed.

• Track record of fostering innovation and experimentation to improve product capabilities.

• Proven ability to adapt and navigate ambiguous or evolving environments.

• Strong problem-solving and strategic thinking skills, with a focus on balancing short-term execution and long-term vision.

• Experience working within or across matrixed teams in enterprise settings—ideally with exposure to global stakeholders, platform teams, or compliance structures.

Additional Desired Candidate Qualifications and Experience

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

• Experience in healthcare, pharmaceutical, or highly regulated industries.

• Experience with omnichannel/digital marketing solutions or CRM systems.

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

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

Location

• This position is based in South San Francisco, CA.

•  Relocation assistance is 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

Genentech is an equal opportunity employer. It is our policy and practice to employ, promote, and otherwise treat any and all employees and applicants on the basis of merit, qualifications, and competence. The company's policy prohibits unlawful discrimination, including but not limited to, discrimination on the basis of Protected Veteran status, individuals with disabilities status, and consistent with all federal, state, or local laws.

If you have a disability and need an accommodation in relation to the online application process, please contact us by completing this form Accommodations for Applicants.