GCS Technical Product Manager

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position

A healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love. That’s what makes us Roche.

The Opportunity:

As GCS Technical Product Manager (TPM) you will be part of the Global Customer Support (GCS) organization and focused on the solutions that Roche Information Solutions (RIS) is developing for the Clinical and Patient Insights area.

The GCS Technical Product Manager has end-to-end responsibility of the service of their products. The GCS TPM serves as a subject matter expert for service requirements through all phases of the product life cycle including the structuring of framework service concepts during product development. Also represents GCS and the service and support community in all aspects of development, including product launch, implementation and on-going support. This responsibility extends to co-management of key projects and project reporting and escalation of service concerns to the GCS Functional Lead and Department Leader.

Clinical and Patient Insights primary product in scope for this position will be our clinical decision support offering within navify Algorithm Suite plus some other product(s) in the portfolio

MAIN TASKS

Drive business results and customer value

• Be accountable as GCS Project Leader for the GCS deliverables in a new product development project and upgrades & updates

• Be accountable as the GCS Technical Product Manager for the entire RIS Clinical and Patient Insights Product Life Cycle from a support & service perspective (E2E: from product development to on-market)

• Be accountable as the Squad Lead for the delivery of the product squads towards the Clinical and Patient Insights Customer Areas’ priorities

• Contribute & Prioritize the GCS Network\’s key objectives and ensure alignment thereof with the Customer Area’s business strategy OKRs/ Outcome based Planning

• Contribute to a long term vision of support & training for the product with its Squads and resource request planning

• Own service requirements and harmonize them across the RIS product portfolio in collaboration with the other GCS RIS networks/TPMs

• Continuous monitoring of the support of the product line throughout the life cycle

• Act as key interface for local affiliates, regions, the global service organization and customers with respect to addressing and resolving their concerns regarding respective solutions/products

Advance the work of the network, making tradeoffs and breaking down silos

• Coordinate with Chapters (like implementation, support and training and central delivery) to aggregate upcoming Life Cycle Teams’ needs and upcoming priorities

• Own decisions regarding prioritization of work and resource allocation within individual product Squads in the Network

• Break down silos and improve working effectiveness as an ‘integrator’ across the organization asneeded; in particular through collaboration with other stakeholders (e.g. LCT, region, affiliates, GCS KLS, GCS GPC) to resolve escalated bottlenecks and dependencies, as well as rebalance work & help in line with greater strategic priorities

Empower and Lead Product Squads within the Network

• Lead and empower a small team of squads (such as product squad) with the guiding principle We all lead

• Define acceptance criteria for Squad outcomes and provide feedback on work-in-progress to ensure alignment and autonomy

• Ensure Squads proactively seek out and consider the voice of the customer in defining their priorities and outputs

Enable the organization’s New Ways of Working

• Act as role-model for Agile Leadership behaviors, as well as for our culture, mindset & behaviors as defined in

• Model behaviors to support the organization’s transformation to new, more Agile Ways of Working – e.g. new decision making/governance practices, collaboration, etc.

Who You Are:

• Bachelor\’s/ Master\’s Degree in IT, Computer Science, Management Information Systems, or Clinical Biochemistry or Medical-technical background with IT knowledge

• Relevant work experience in providing Customer services (support, implementation, training)

• Experience working in or with Healthcare Providers (ideally within the Roche business).

• Experience with managing in a matrix organization and Technical Product Management

• Experience advanced troubleshooting on SaaS based products with AWS, Azure, or Google Cloud

• Hands on system administration experience and working knowledge of virtualization systems (Hyper-V, XEN, KVM, VMware)

• Experience with system configuration and networking (DNS, DHCP, rout tables and routing)

• Supporting APIs, HL7, FHIR for exchanging electronic health records

Who we are

A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let’s build a healthier future, together.

Roche is an Equal Opportunity Employer.

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