Production Manager, Mobile Messaging

 Production Manager, Mobile Messaging

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 evolves, we are bold in our approach – leveraging cutting edge AI, advanced digital 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 experiences 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 Production Manager, Mobile Messaging is responsible for overseeing the execution, optimization, and continuous improvement of messaging campaigns across Short Message Service, Multimedia Messaging Service, and Voice channels (SMS/MMS/Voice). This role ensures seamless integration of messaging strategies into omnichannel engagement initiatives while maintaining compliance, operational efficiency, and high customer satisfaction. 

Key Responsibilities

• Drive mobile messaging (SMS/MMS/Voice) operational delivery to ensure seamless execution, including management of vendor teams

• Operationalize, produce, and optimize products/channels in alignment with campaign and above-champaign / campaign execution plans (CEP) initiations and optimizations from stakeholders to create impactful patient, customer, and payer experiences. 

• Drive on-time business delivery, leveraging project management tools and coordinating effectively with cross-functional teams.

• Accountable for timely, high-quality, and high-satisfaction patient and customer experiences.

• Activate campaign / above-campaign optimization decisions to enhance effectiveness and reach.

• Support the maintenance of documentation on production processes, channel-specific best practices, and campaign calendars.

• Provide product planning and optimization inputs to product teams to improve performance, efficiency, and capacity.

• Provide input into efficiency opportunities to elevate product processes and performance.

• Help pull through pilots to test and refine new initiatives as needed in support of product/channel stewardship and deployment.

• Manage and optimize the onboarding process for new messaging channels/products to ensure smooth integration into existing omnichannel frameworks.

• Oversee vendor management, ensuring compliance with service level agreements and optimizing vendor partnerships for mobile messaging solutions (e.g., Egress, TigerConnect).

• Provide technical customer support for end-users of messaging platforms, troubleshooting issues and ensuring smooth service delivery.

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

Who You Are

Minimum Candidate Qualifications & Experience

• Bachelor’s degree in marketing, business, communications, or a related f