Director, Customer Support Center

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

Director, Customer Support Center

The Opportunity:

As the Director of Customer Support Center for Roche Diagnostics USA, you will lead the evolution of our support ecosystem into a next-generation diagnostic hub. Your primary goal is to minimize instrument downtime by championing Remote-First resolution. By integrating AI-assisted troubleshooting tools with our core platforms, you will empower our frontline experts to solve complex clinical and technical issues with unprecedented speed and accuracy.

You will serve as a strategic leader who bridges the gap between high-level business objectives and world-class service delivery.

We are seeking a transformational leader who thrives on variety. You don't just manage a department; you look for ways to help the entire company win. You are as comfortable leading a cross-functional project as you are implementing a new AI-guided troubleshooting tool, all while ensuring your team feels secure, valued, and empowered in a rapidly evolving digital landscape.

Job Facts:

1. Strategic Leadership & Remote Excellence

* Expedited Fix Strategy:
Define the roadmap for a proactive support model, utilizing assistive technologies within Service Max and Salesforce to increase first-contact resolution and maximize laboratory uptime.

* Operational & Financial Oversight:
Direct accountability for expense budgets (P&L), resource planning, and performance data to ensure a cost-effective, high-output operation.

* Omnichannel

Innovation: Oversee the optimization of CCaaS platforms (e.g., Genesys) to ensure seamless, data-driven interactions across all customer touchpoints.

2. People-Centric Innovation

* Augmented Support:
Oversee the implementation of 'co-pilot' technologies-like predictive error mapping and automated case surfacing-that simplify complex workflows and protect agents from burnout.

* Change Management:
Lead with transparency to ensure the team views new digital tools as career-enhancing assets rather than replacements.

* Talent Development:
Direct all HR activities, including recruitment, training, and career planning, to build a resilient pipeline of leadership talent.

3. Strategic Business Partnership & Enterprise Impact

* Cross-Functional Synergy:
Act as a high-level consultant to internal partners (Sales, Marketing, R&D, and Field Service), aligning support strategies to directly bolster sales objectives and product reliability.

* Commercial Alignment:
Partner with Sales leadership to ensure that our service excellence becomes a competitive differentiator and a primary driver of contract renewals.

* Silo-Breaking Leadership:
Navigate our matrixed organization to build consensus and lead initiatives that require cooperation across multiple departments to solve systemic customer pain points.

* Dynamic Flexibility:
Proactively take on additional responsibilities and pivot resources to support other departments during periods of high demand or special product launches.

4. Compliance & Technical Quality

* Regulatory Stewardship:
Ensure every remote-fix protocol and service action strictly adheres to Roche's quality system and FDA/global regulatory requirements.

* Service Integrity:
Maintain a work culture 100% committed to accuracy, ensuring that remote interventions provide the same level of reliability as an on-site visit.

Who You Are (Required Qualifications & Experience):

* You hold a Bachelor's degree in Medical Technology, Information Technology, Chemistry, Biology, Clinical Laboratory, Business or related field.

* You hold 7+ years of management experience in a service, technical support, medical device sales/service, or clinical environment.

Preferred Qualifications:

* Technical Proficiency:
Deep functional…