Roster Operations, Senior Manager

 Roster Operations Senior Manager

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 Roster Operations Senior Manager will lead roster management processes, ensuring seamless alignment of patients, customers, field and home office employees, and contracted users. This role oversees user access, approvals, and role-based permissions while managing vendor relationships and system performance. Acting as a key liaison across teams, the role drives operational excellence in user assignments, talent flow, and customer list management within CRM (Customer Relationship Management) products. The ideal candidate is highly organized and skilled at optimizing digital operations to enhance efficiency and user experience.

Key Responsibilities

• Accountable for driving and maintaining alignment of patients and customers to supporting field and home office employees as well as contracted users, ensuring relational alignment across multiple levels of customers and users.

• Develop and steward a comprehensive process for requesting and approving access and users, including delegation and tracking within the system.

• Manage connection and alignment with contract sales, field, and nurse vendor relationships with vendor teams, handling support and maintenance requests to ensure optimal system performance.

• Establish role-based access and permissions tailored to the level of role, type of role, and therapeutic area (TA) alignment.

• Oversee business operations, including user assignments, ecosystem alignment, talent flow, and customer list management for key use cases such as engagement entry, and customer & patient list management across Customer Relationship Management products.

• Collaborate with cross-functional teams across the enterprise to ensure alignment supporting processes and systems (e.g. training, customer feedback, incentive compensation, material ordering, analytics dashboards, recommendation engines, etc.)

• Provide guidance and support to team members and stakeholders in understanding and implementing access and alignment processes.

• 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 business administration, information systems, operations, or a related field, or equivalent experience.

• 5 years in operations management, CRM roster management, or system administration, ideally within healthcare, pharmaceuticals, or regula