Director, Mobile Messaging & Engagement

Director, Mobile Messaging & Engagement

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

Digital Experience 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, engagement, end-to-end content management, and omnichannel technologies and operations to create seamless, personalized, and meaningful experiences for our patients and customers. 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 experience and building something extraordinary, we want you on this journey. Let's redefine what's possible together!

This combined team, in collaboration with key partners, builds solutions to serve 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 solutions, shaping engagement strategies, designing, operationalizing, and producing 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 Director, Mobile Messaging & Engagement, will drive strategy and delivery within the Omnichannel Suite. They are broadly responsible for ensuring that Short Message Service/Multimedia Messaging Service/Voice (SMS/MMS/Voice) strategies and capabilities are accelerating the organization's progress towards delivering great customer experience and business impact. The individual in this role will be responsible for the SMS/MMS/Voice roadmap creation and execution in partnership with stakeholders, and operations/technical partners. As a product owner for a critical engagement channel, this person will leverage a deep understanding of secure SMS and MMS, well-rounded soft skills, and a results-driven approach to help us devise and deliver an engaging experience with patients and customers.

Key Responsibilities

• Shape digital-forward Mobile Messaging (SMS/MMS/Voice) Product vision and product standards leveraging knowledge of industry/competitive trends and pulling through product suite strategic business priorities.
• Drive the SMS/MMS/Voice Product vision and product standards by aligning with senior enterprise business stakeholder priorities, technical team capabilities, and process opportunities-ensuring seamless integration and strategic focus.
• Develop business cases to drive experimentation within the product-oriented model and team for new product innovation and features.
• 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.
• Accountable as the central owner of the SMS/MMS/Voice Product lifecycle and roadmap, overseeing product strategic planning, digital-forward operational execution, delivery milestones, and measurable impact through adoption and sustained engagement.
• Evangelize the role of SMS/MMS/Voice Product in achieving enterprise objectives, communicating their value proposition and roadmap(s) to senior leaders and organization-wide stakeholders.
• Drive prioritization, manage a variety of stakeholders across the enterprise, and resolve conflicts to align and advance product roadmaps and enhancements.
• Collaborate with the Technical Product Manager to align business outcomes the technical feasibility, ensuring the product delivers both business value and technical performance.
• Partner with other applicable Business Produt Owners/ Executive Director-Omnichannel Suite Lead 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.
• Partner with customer experience professi