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Sr. Director, Experience & Engagement Compliance

Location: San Francisco
Posted on: January 15, 2021

Job Description:

The Position As a senior leader, the person in this role establishes long term vision and strategies for compliantly enhancing customer and patient experience. They will lead and oversee the Business Activity Compliance function within Genentech Business Operations. This function comprises a team of process, execution, and compliance experts who collaborate to deliver efficient and effective processes that improve customer experience and business outcomes. Judgement and decisions made by this leader have a significant impact on the overall compliance operations for the organization. As such, this leader's sound guidance and perspective are essential to effectively achieving the goals of the company. They are responsible for ensuring that processes support compliant actions both within the field and home office, and that all of Genentech and Roche Americas are trained on global compliance expectations. Who We Are Experience Operations (XO) is a newly-assembled organization that brings together both emerging and established centers of excellence in patient and customer experience and engagement design and co-creation; technology platforms, systems, and digital solution enablement; end-to-end content management; business activity compliance; digital and other engagement channels (web, social, mobile, relationship marketing, inside sales, samples, events, and beyond); and omnichannel orchestration. This combined team guides Marketing, Customer Engagement, Medical Affairs, Access & External Affairs, and all other patient- and customer-facing teams across CMG to shape and drive a seamless, consistent, meaningful, and compliant experience for patients and customers across interactions with us. The team is specifically accountable to: Define omnichannel standards, shape engagement strategies, and design seamless, consistent & meaningful patient and customer experiences Innovate & grow CX-enabling capabilities and technology, embedded in customer perspective & needs Accelerate, connect, and enable the development of technology solutions that enhance the patient and customer experience across CMG. Drive efficiencies and innovation to advance CX-enabling capabilities, channels, and technology solutions Advance the goal of seamless, consistent & meaningful patient and customer experiences by enabling effective navigation of the evolving compliance environment Orchestrate and deliver seamless, consistent, meaningful channel experiences that efficiently maximize patient impact Position Details Set an enterprise-wide vision and long-term strategy for compliantly meeting patient and customer needs Set standards for, and develop processes and solutions that bridge compliance, policy and business operations to enable the enterprise to execute on seamless, consistent and meaningful experiences for patients and customers Educate and influence across CMG and beyond in order to ensure alignment on standards, metrics and compliant execution Explore and expose synergies across CMG and global, and create opportunities for cross-organizational efficiencies that preserve patient and customer-centricity Accountable for commercial compliance, including business accountable for audit (HCO and GARA) oversight and support of relevant non-CMG Genentech audits (e.g. gRED, Procurement) Hire, coach and develop talent that will continuously evolve thinking and adapt approaches to meet requirements of shifting legal and compliance landscape, while maintaining our commitment to patients and customers Leadership Responsibilities GROW Sense evolving requirements of the Network, our customers, and of the external environment in order to evolve our function Act as a steward of the enterprise (Roche), balancing long term vision with short term delivery, to make wise decisions to invest/build/sustain with ever increasing efficiency/modify/exit programs and capabilities and deploy resources according to priority of customer impact, risk mitigation, and opportunity maximization Deepen partnerships across organizational boundaries (both internally and externally) and work collectively to fully support and enable peers to drive impact for customers Advance success of the organization by championing functional capabilities and perspectives, while holding an enterprise and growth mindset LEAD Instill and inspire trust, growth mindsets, positive change, and action toward achieving a bold, shared future vision and higher purpose for customers and the entire Network Engage across the organization to actively listen, understand, influence, and act to advance the CMG mission and to make Genentech THE place to work for our people. Cultivate an environment where everyone, regardless of role, experience, or background, can share great ideas to improve the lives of patients. Shape inspirational and fun people experiences, with affiliations primarily rooted in our function and CMG Bring an enterprise perspective to the organization; inspire all in the Network to embrace an enterprise mindset and contribute to organizational health. Institute systems of recognition and reward to appreciate people for who they are, how they embody the Operating Principles and the impact to the organization, our teams, customers, patients, and society Set clear expectations and accountability (rewards and consequences) within function for delivering impact (all types) DEPLOY Sense evolving requirements of the Network, our customers, and of the external environment in order to evolve our function Act as a steward of the company, balancing long term vision with short term delivery, to make wise decisions to invest/build/sustain with ever increasing efficiency/modify/exit programs and capabilities and deploy resources according to priority of customer impact, risk mitigation, and opportunity maximization Enable talent to flow to where people and their expertise are needed most within the Network with an eye to both contribution and development Deepen partnerships across organizational boundaries (both internally and externally) and fully support and enable peers to drive impact for customers Advance success of the organization by championing functional capabilities and perspectives, while holding an enterprise and growth mindset DELIVER Inspire solutions, action, and nimble execution, providing clarity/focus and removing barriers with deliberate urgency and having sought advice commensurate with importance and impact As both functional leader and Work Product Owner, focus own and other's effort on work that will drive the highest customer/patient/societal impact Develop and maintain systems so that work/effort is designed for experimentation and learning, and also streamlined and fit-for-purpose while ensuring quality of deliverables Set clear expectations and guardrails for department and individual compliance accountability using sound judgment and compliance knowledge Candidates for this position should hold the following qualifications, have the following experience, and be able to demonstrate the following abilities to be considered as a suitable applicant. Please note that except where specified as "preferred," or as a "plus," all points listed below are considered minimum requirements. QUALIFICATIONS & EXPERIENCE:Must demonstrate multi-disciplinary experience in the pharmaceutical, biotech or related industry, at least some of which was completed at the Director-level or above, e.g., marketing, sales, managed care, commercial operations, legal, finance, information technology, etc. Bachelor's degree (management or healthcare information systems discipline is a plus) MBA or other related graduate-level degree is preferred Average of 15 or more years work experience Strong business consulting abilities, marketing operations, and/or industry specific compliance Understanding of MLR (Medical, Legal, Regulatory) processes a plus Previous experience leading function-wide business planning processes, to include development & implementation of such plans, goals and metrics Previous successful experience in leading large teams, both in direct reporting relationships as well as cross-functional groups Competencies: Strategic Agility / Managing Change / Inspiring and Influencing / Communication / Achieving Results Position is based in SSF. May consider remote. This individual also lives the CMG Operating Principles ( I put the patient first always; I am tenacious in meeting customer needs; I act on behalf of the whole company, not just my own team; I am accountable; I use time and resources to create the most impact; I am inclusive; I have a bias for action; I build a culture of trust; My career will thrive as I grow my capabilities and increase my impact; I act with integrity ). #LI-KG1 #XO Who We Are Genentech, a member of the Roche group and founder of the biotechnology industry, is dedicated to pursuing groundbreaking science to discover and develop medicines for people with serious and life-threatening diseases. To solve the world's most complex health challenges, we ask bigger questions that challenge our industry and the boundaries of science to transform society. Our transformational discoveries include the first targeted antibody for cancer and the first medicine for primary progressive multiple sclerosis. Diversity and Inclusion (D&I) are critical to the success of our company and our impact on society. We believe that by championing diversity of background, thought and experience, we can foster a sense of belonging and provide an environment where every employee feels valued, included, and able to contribute their best for the patients we serve. We're focused on attracting, retaining, developing and advancing our people to their full potential by rewarding bold ways of thinking and integrating inclusive behaviors into every aspect of our work. The next step is yours. To apply today, click on the "Apply for this job" button. Genentech is an equal opportunity employer & prohibits unlawful discrimination based on race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, disability, marital & veteran status. For more information about equal employment opportunity, visit our Genentech Careers page . Job Facts JOB FUNCTION General Compliance COMPANY/DIVISION Pharmaceuticals SCHEDULE Full time JOB TYPE Regular

Keywords: GENENTECH, San Francisco , Sr. Director, Experience & Engagement Compliance, Executive , San Francisco, California

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