Executive Director, Omnichannel

Executive Director, Omnichannel 

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! The Omnichannel Suite is responsible for scaling channel capabilities, governance, and operations that power seamless measurable customer and patient engagement across CMG. 

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 Executive Director of Omnichannel is a visionary and entrepreneurial leader who will set the strategic direction of our Omnichannel Product Portfolio. As a pivotal team member, you will deliver innovative, scalable omnichannel orchestration, automation, and channel-specific solutions across the enterprise. You'll drive product initiatives, ensuring alignment with organizational priorities to maximize the customer experience. In this position, you will also lead the optimization of touchpoints across all channels, ensuring consistent messaging and alignment with our broader commercial, medical, and access goals. Partnering with end-user activation group leads, you'll capture business needs, implement cross-product strategies, and ensure successful product adoption aligning with Patient, Customer, and Enterprise objectives. This position ensures Genentech’s omnichannel standards, operations, and capabilities are informed by, and contribute to, broader Roche global engagement strategies, platforms and best practices.

Key Responsibilities

Strategy & Roadmap Development

• Define and execute a strategic roadmap for the broad Omnichannel Product Portfolio, establishing and ensuring adherence to standards while collaborating with senior leadership, and key stakeholders.

• Set the strategic direction for the Omnichannel Product Portfolio, aligning with organizational strategic imperatives to maximize business impact and deliver innovative, scalable solutions across the enterprise.

• Establish a framework for prioritization of initiatives across both channel-specific and cross-channel automation / orchestration priorities.

• Evaluate and prioritize high-impact use cases that drive comprehensive, measurable enterprise business impact and outcomes for patients, organized customers, providers, and payers.

• Define and oversee the full lifecycle strategy for the Omnichannel Suite from identifying and integrating new products to sunsetting legacy offerings, optimizing for suite performance and evolving marketing and business priorities.

• Oversee the optimization of touchpoints across all channels, ensuring consistent messaging and alignment with our broader commercial, medical, and access goals. 

• Drive cohesive planning across the Omnichannel Suite, ensuring channel teams (Email, Web, SMS/MMS, Print, Media, Congresses, Speaker Programs) are aligned to enterprise engagement priorities and orchestration platform capabilities.

• Liaise with global Roche partners (e.g., IX, GPS, GenAI Studio) to share learnings, shape platform evolution, and ensure Genentech’s omnichannel advancements contribute to broader enterprise engagement strategy.

Adoption Enablement, Experimentation & Performance Optimization

• Partner with Medical, Commercial, and Access to serve as an advisor to the creation and execution of comprehensive learning experiences to upskill teams on omnichannel & channel-specific capabilities.

• Develop a structured change management strategy, in partnership with relevant Genentech Activation leads, including stakeholder engagement plans, communication plans, and providing ongoing support.

• Define hypotheses and ensure effective experiment design & testing in collaboration with analytics and product teams.

• Understand customer insights, refine, enhance, and align Omnichannel user & customer experiences and adoption with business objectives in partnership with the Customer Experience team.

• Oversee performance and adoption strategy, in partnership with Genentech Activation teams, including regularly reporting on efficiency gains and business impact.

• Lead suite-wide capability planning and optimization, ensuring CMG teams are equipped to use omnichannel tools with speed, quality, and compliance.

• Define and maintain performance dashboards across the suite to track production quality, delivery timelines, operational throughput, and value to customers.

Cross-Functional Leadership

• Serve as the executive champion for Omnichannel, articulating its strategic value, promoting cross-product understanding, and gathering 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 Omnichannel Product Portfolio strategy & roadmap.  

• 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.

• Ensure Omnichannel Suite capabilities scale across Genentech CMG in alignment with experience standards, operational excellence, and platform readiness.

• Ensure Omnichannel Products are developed with an eye towards scaling the capabilities across Roche Pharma globally, working with counterparts in Global Product Strategy, IX, and beyond.

• 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.

• Partner closely with the Executive & Sr. Directors of Omnichannel Orchestration & Automation, CRM, Content, and CX to ensure suite-wide contributions align with enterprise engagement goals and business impact.

People & Culture

• Build highly-connected, highly-motivated and high-performing teams by leading, developing and inspiring a thriving Omnichannel Suite team and fostering belonging within and across teams. 

• Lead and empower Omnichannel Product Owners to act as strong strategic & people leaders for their respective product team.

• Coach product teams and leaders to consistently consider omnichannel implications for product roadmap and strategy.

• Provide guidance, training, and career development opportunities for team members.

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

• Make decisions regarding resource allocation and investments both in the near-term and long-term across the portfolio, ensuring 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 & compliance landscape in highly regulated industries.

• Ability to lead and develop high-performing teams, fostering a culture of innovation and continuous learning.

• Ability to oversee a large portfolio of Omnichannel Products and understand the cross-product connections, aligning to broader commercial, medical, and access goals.

• Experience leading large-scale, multi-channel operations or production suites - including vendor management, asset trafficking, digital operations, and physical activation (e.g., print, congresses, speaker programs).

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 omnichannel & 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

• This position is based in South San Francisco, CA

• Relocation assistance is available.

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

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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.

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