Head of CE Enterprise Operations

From the beginning, Genentech has been a team of highly dedicated, passionate individuals. We are a place where people are united around a single purpose and an ambitious vision. Together, we aspire to deliver ever better health outcomes for patients while lowering overall healthcare costs. Our goal is to compel the customer to act on behalf of their patients while showing great commitment to the rare disease community, whose support is key.  Utilizing innovative methods to identify patients who may benefit from treatment, we must take a highly strategic approach to patient access while assisting patients and their caregivers to navigate the healthcare system.

POSITION SUMMARY

The Head of Customer Engagement (CE) Enterprise Operations is responsible for the enterprise operating system that enables CE to focus resources on its highest-priority initiatives, launches, Role-Based Orchestration (RBO) work, and field-sponsored commitments. This leader oversees the Enterprise Operations organization and is accountable for intake, prioritization, sequencing, governance, launch readiness, initiative delivery, and executive visibility across the CE enterprise portfolio. The role connects CE Leadership, field leaders, HEDs, enterprise partners, and cross-functional teams to ensure work has clear ownership, disciplined execution, transparent progress, and measurable outcomes.

SCOPE & KEY RESPONSIBILITIES

Enterprise Operations Leadership & Talent

• Lead, coach, develop, and manage the Launch Operations Manager, Portfolio Operations Manager, Enterprise Initiatives Manager, and Enterprise Operations Leads.
• Establish clear roles, decision rights, standards, and ways of working across Enterprise Operations.
• Build a strong Enterprise Operations community that shares tools, practices, insights, and capacity across workstreams.
• Create the capabilities required for teams to prioritize, govern, and deliver complex enterprise work with consistency.
• Recruit, develop, and retain high-performing talent and create meaningful development opportunities across the organization.

Enterprise Portfolio & Prioritization

• Own the enterprise portfolio of CE initiatives, launches, RBO work, and field-partner-sponsored commitments.
• Establish intake, evaluation, prioritization, and sequencing processes for proposed enterprise work.
• Maintain an integrated view of portfolio demand, dependencies, duplication, capacity constraints, and tradeoffs.
• Ensure resources are concentrated on the highest-value work aligned to CE strategy and business priorities.
• Provide recommendations to CE Leadership on portfolio choices, sequencing, and resource allocation.

Launch & Initiative Governance

• Set common standards for launch readiness, initiative governance, milestone management, outcome measurement, and escalation.
• Oversee integrated launch planning, readiness assessment, risk escalation, and post-launch review across CE.
• Ensure selected enterprise initiatives have clear sponsors, owners, milestones, measures, and decision paths.
• Establish disciplined governance that supports timely decisions without creating unnecessary process burden.
• Drive accountability for delivery against agreed priorities, milestones, and outcomes.

Field-Sponsored Work & RBO Integration

• Create a clear operating model for Regional leaders, HEDs, and other field partners to sponsor enterprise work without carrying the operational burden alone.
• Ensure field-sponsored priorities enter the same transparent intake, prioritization, governance, and delivery system as other enterprise work.
• Oversee RBO operations support and integration with broader CE portfolio planning and execution.
• Connect enterprise work to the appropriate Regions, teams, field partners, and operational capabilities required for delivery.
• Surface recurring field needs that should be addressed once, at scale, through enterprise solutions.

Executive Visibility & Continuous Improvement

• Provide CE Leadership with a clear, consolidated view of enterprise priorities, progress, risks, dependencies, and capacity.
• Own portfolio governance and decision cadence, including materials for CELT decisions and escalations.
• Establish executive dashboards and outcome reviews that focus attention on the most important issues and decisions.
• Identify opportunities to simplify governance, reduce duplication, and improve speed and consistency of enterprise execution.
• Continuously evolve the Enterprise Operations model based on business needs, field feedback, and lessons from execution.

KEY DELIVERABLES

• Prioritized CE enterprise portfolio roadmap
• Integrated launch calendar and readiness view
• Portfolio governance and decision cadence
• Capacity, sequencing, dependency, and tradeoff recommendations
• Executive dashboards and outcome reviews
• CELT decision and escalation materials
• Enterprise Operations standards, playbooks, and operating model
• Talent and capability strategy for Enterprise Operations

MINDSET & CAPABILITIES

• Systems thinker who sees interdependencies and solves for the whole
• Exceptional people leader, coach, and talent developer
• Strong enterprise prioritization and portfolio management judgment
• Strategic thinker who translates strategy into disciplined execution
• Strong executive presence and ability to influence senior leaders
• Comfortable making tradeoffs and challenging work that is not sufficiently prioritized
• Skilled connector across field, enterprise, and cross-functional teams
• Demonstrated ability to simplify complexity and create transparent decision processes
• Strong business acumen and ability to synthesize data, risks, dependencies, and capacity
• Able to lead through influence in a complex, matrixed environment
• Strong drive for results with an enterprise and customer mindset

REQUIRED QUALIFICATIONS

• Bachelor's degree required
• Minimum of 10-12 years of pharmaceutical, biotechnology, consulting, commercial, strategic, operational, and/or analytical experience
• Significant operations, portfolio, program, or enterprise transformation experience, including leading and managing teams
• Demonstrated experience leading within large, complex, matrixed organizations
• Experience establishing governance, prioritization, portfolio management, and execution systems
• Demonstrated ability to influence senior leaders and lead through others
• Experience leading organizational change and building new capabilities
• Ability and willingness to travel for internal and external business meetings

PREFERRED QUALIFICATIONS

• Graduate-level degree (e.g., MBA or advanced life sciences degree)
• Experience supporting large-scale commercial or field organizations
• Experience with launch operations, portfolio management, resource allocation, RBO, or enterprise transformation

Location: This position can be based in SSF or Remote. Relocation benefits are not available.

The expected salary range for this position based on the primary location of CA is $158,700 - $294,700 USD Annual. Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law. A discretionary annual bonus may be available based on individual and Company performance. This position also qualifies for the benefits detailed at the link provided below. 

Benefits

Genentech is an equal opportunity employer. It is our policy and practice to employ, promote, and otherwise treat any and all employees and applicants on the basis of merit, qualifications, and competence. The company's policy prohibits unlawful discrimination, including but not limited to, discrimination on the basis of Protected Veteran status, individuals with disabilities status, and consistent with all federal, state, or local laws.

If you have a disability and need an accommodation in relation to the online application process, please contact us by completing this form Accommodations for Applicants.