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) Internal Operations & Services is responsible for the integrated operating systems, standards, and specialized services that help CE leaders and teams operate consistently and execute effectively. This leader oversees the service model across Meetings and Logistics, Contract Sales Force (CSO) support, Activation, Tools & Training, and Administrative Business Partner (ABP) Services. The role is accountable for clear service standards, demand and capacity management, performance visibility, vendor and technology recommendations, continuous improvement, and the development of strong functional capabilities. Working across CE Operations, field leadership, enterprise partners, and service teams, this leader ensures CE has reliable access to the administrative, logistical, activation, and operational support required to focus on the highest-value work.
SCOPE & KEY RESPONSIBILITIES
Internal Operations & Services Leadership & Talent
Lead, coach, develop, and manage the leaders responsible for Meetings and Logistics, CSO support, Activation, Tools & Training, and ABP Services.
Establish clear roles, decision rights, service expectations, and accountability across the function.
Build a connected Internal Operations & Services community that shares standards, practices, insights, and capacity across service areas.
Develop the capabilities required to deliver reliable, scalable, and customer-centered services across CE.
Recruit, develop, and retain high-performing talent while creating meaningful growth opportunities across the function.
Integrated Service Model & Governance
Own the integrated CE service model across Meetings and Logistics, CSO, Activation, Tools & Training, and ABP Services.
Define service catalogs, access channels, service levels, governance, and clear expectations for how CE teams engage each capability.
Ensure common services are standardized where scale creates value while preserving flexibility for meaningful business differences.
Create clear handoffs and integration points with Field Operations and Enterprise Operations so requests route to the right owner.
Establish operating standards that reduce administrative complexity and improve the overall CE service experience.
Demand, Capacity & Performance Management
Maintain an integrated view of service demand, workload, capacity, constraints, and emerging support needs across CE.
Prioritize service demand and deploy team capacity against the highest-value business needs and workload peaks.
Establish performance dashboards, service measures, and regular reviews that provide visibility to quality, responsiveness, and capacity.
Identify recurring demand patterns and use them to inform staffing, service design, process, and technology decisions.
Provide recommendations on resources, capacity, vendors, and technology based on service performance and business needs.
Specialized Services & Partner Management
Ensure consistent planning, logistics, and execution standards for CE meetings and events.
Oversee the operating support, coordination, and performance visibility required for CSO-related work.
Ensure CE teams have effective activation tools, training, content, insights, and measurement support and can use those capabilities effectively.
Own ABP coverage,…