Senior Director, Digital Channels

Who We Are: The Digital Experience team at Genentech is focused on shaping the future of patient and customer connections through digital innovation and human-centered design. They use AI, digital engagement, content management, human-centered design, and omnichannel strategies to create personalized and meaningful experiences. Genentech aims to be digitally enabled and human-centered in their approach to engagement to deliver life-changing medicines.

This team guides various departments within CMG to ensure seamless, consistent, meaningful, and compliant interactions with patients and customers, aiming to be digitally enabled and human-centered in delivering life-changing medicines.

This role will report to the Executive Director of Channel Excellence

Purpose: The Senior Director, Digital Channels role is to lead transformative change by integrating advanced technology with strategic vision to drive impact at scale. This involves redefining healthcare experiences and contributing to building innovative digital solutions.

Job Summary: 

As Senior Director of Digital Channels, you will own the vision, strategy, and product roadmap for Genentech’s enterprise-owned digital channels—including web/mobile, email/relationship marketing (RM), and SMS/MMS/voice platforms. Reporting to the Executive Director of Channel Excellence, you will lead efforts to deliver scalable, compliant, and human-centered digital experiences that connect patients, professionals, and field teams across the healthcare journey. You’ll oversee product planning, innovation, and performance across these channels—ensuring they support business growth, customer experience goals, and accessibility for all patients. Working cross-functionally with CX, Omnichannel, Data, and Activation teams, you’ll translate business needs into integrated product strategies that scale across functions and deliver measurable outcomes.

Key Responsibilities

Strategy & Roadmap Development

• Accountable for the integrated lifecycle and roadmaps across Web/Mobile, Email/RM, and SMS/MMS/Voice, overseeing product strategic planning, digital forward operational execution, delivery milestones, and measurable impact through adoption and sustained engagement.

• Develop robust operating frameworks and design KPI’s that drive high impact, meaningful and seamless experiences across digital channels 

• Define and analyze metrics that inform the success of products

• Accountable to deliver business-relevant product(s) that meet business needs via collection, alignment, and implementation of feedback from stakeholders while meeting larger CMG objectives

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

• Demonstrated ability to operate across a matrixed organization and build strong bridges between U.S. and global product teams—translating local business needs into scalable solutions and ensuring alignment with Roche's enterprise strategy and platform architecture.

Adoption Enablement, Experimentation & Performance Optimization

• Be the primary change agent for digital channels within the organization by advocating for an omnichannel approach, identifying and implementing best practices, and actively promoting digital channels to the business

• Drive innovation across these areas for a variety of CMG use cases spanning the entire customer journey, leveraging knowledge of industry/competitive trends and pulling through product suite strategic business priorities

• Design operating models and KPIs that drive seamless, measurable, and customer-centered channel experiences.

• Works with peers, VP and SVP level leaders across CMG to sense, gather, and define business requirements, customer insights, market opportunities, user feedback/input, and technology trends to shape the overall digital channel product strategy and secure buy-in.

• Lead external engagement efforts, engaging with key stakeholders—including health systems, industry organizations, and technology partners—to drive adoption, collaboration, and innovation in digital channel strategies.

External Collaboration & Vendor Partnerships

• Champion the value of digital channel products by clearly articulating their roadmap, impact, and strategic alignment to senior leaders and cross-functional stakeholders.

• Drive enterprise-wid