Roster Operations, Senior Manager

 Roster Operations Senior Manager

We’re passionate about delivering on Our Promise to improve the lives of patients and create healthier communities for all. We foster a culture of inclusivity, integrity, and creativity while boldly pursuing answers to the world’s most complex health challenges and transforming society.

Digital Experience is shaping the future of how Genentech connects with our patients and customers by harnessing the power of digital innovation and human-centered design. As healthcare evolves, we are bold in our approach – leveraging cutting edge AI, advanced digital engagement, end-to-end content management, and omnichannel technologies and operations to create seamless, personalized, and meaningful experiences for our patients and customers. This is your opportunity to lead transformative change, integrating advanced technology with strategic vision to drive impact at scale. If you are passionate about redefining the healthcare experiences and building something extraordinary, we want you on this journey. Let’s redefine what’s possible together!

This combined team, in collaboration with key partners, builds solutions to serve Marketing, Customer Engagement, Medical Affairs, Public Affairs & Access (“CMG”), and other patient- and customer-facing teams across CMG to shape and drive a seamless, consistent, meaningful, and compliant experience for patients and customers across our interactions. The team is specifically accountable for:

• Defining omnichannel solutions, shaping engagement strategies, designing, operationalizing, and producing seamless, consistent & meaningful patient and customer experiences.

• Accelerating, connecting, and enabling the development of digital solutions that enhance the patient and customer experience across CMG.

• Advancing the mission of seamless, consistent & meaningful patient and customer experiences that maximize patient impact while keeping compliance at the forefront.

The Roster Operations Senior Manager will lead roster management processes, ensuring seamless alignment of patients, customers, field and home office employees, and contracted users. This role oversees user access, approvals, and role-based permissions while managing vendor relationships and system performance. Acting as a key liaison across teams, the role drives operational excellence in user assignments, talent flow, and customer list management within CRM (Customer Relationship Management) products. The ideal candidate is highly organized and skilled at optimizing digital operations to enhance efficiency and user experience.

Key Responsibilities

• Accountable for driving and maintaining alignment of patients and customers to supporting field and home office employees as well as contracted users, ensuring relational alignment across multiple levels of customers and users.

• Develop and steward a comprehensive process for requesting and approving access and users, including delegation and tracking within the system.

• Manage connection and alignment with contract sales, field, and nurse vendor relationships with vendor teams, handling support and maintenance requests to ensure optimal system performance.

• Establish role-based access and permissions tailored to the level of role, type of role, and therapeutic area (TA) alignment.

• Oversee business operations, including user assignments, ecosystem alignment, talent flow, and customer list management for key use cases such as engagement entry, and customer & patient list management across Customer Relationship Management products.

• Collaborate with cross-functional teams across the enterprise to ensure alignment supporting processes and systems (e.g. training, customer feedback, incentive compensation, material ordering, analytics dashboards, recommendation engines, etc.)

• Provide guidance and support to team members and stakeholders in understanding and implementing access and alignment processes.

• Comply with all laws, regulations and policies that govern the conduct of Genentech activities.

Who You Are

Minimum Candidate Qualifications & Experience

• Bachelor’s degree in business administration, information systems, operations, or a related field, or equivalent experience.

• 5 years in operations management, CRM roster management, or system administration, ideally within healthcare, pharmaceuticals, or regulated industries.

• Strong data fluency and attention to detail to oversee alignment of users to customers and manage complex relational structures.

• Demonstrated ability to develop and manage processes for access control, role-based permissions, and system tracking.

• Excellent organizational and communication skills to coordinate with cross-functional leaders, teams and external vendors.

Additional Desired Candidate Qualifications & Experience

• 2+ years of experience working directly with Veeva Align or similar tools, or relevant experience.

• Experience in healthcare, pharmaceutical, or regulated industries.

• Proficiency in managing user and customer list operations for key use cases (e.g., CRM ecosystems).

• Familiarity with customer and patient list management in the context of engagement entry and multi-level relational structures.

• Expertise in designing and implementing governance processes for system access and delegation.

• Experience driving operational excellence in talent flow and ecosystem alignment.

• Knowledge of industry best practices for data privacy and compliance, especially in CRM operations.

Location

• This position is based in South San Francisco, CA, however a remote work option will be considered for US candidates who live outside of the Bay Area. 

• Relocation Assistance is not available

The expected salary range for this position based on the primary location of South San Francisco, CA is $133,280-$247,520.  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

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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.

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