Customer Operations Lead (f/m/d)

Customer Operations Lead (f/m/d)

Vienna, Vienna, Austria

Full-time

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people's varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

The Position

The Customer Operations Lead for Diagnostics is a leadership position responsible for overseeing and optimizing customer operations in both the Diagnostics and New Patient Care areas. This role requires strategic thinking, strong operational expertise, and the ability to drive customer satisfaction and business growth.

Main Tasks:

• Develop and implement the overall customer operations strategy for the diagnostics and New Patient Care areas, aligning with business goals and objectives.
• Lead and manage a team of customer operations professionals, providing guidance, support, and development opportunities.
• Collaborate with cross-functional teams to ensure seamless and efficient operations, including order management, customer service, logistics, and technical support.
• Align local and global strategies into operational goals, objectives and roadmap for the end-to-end Order to Cash Process & translate process improvements, business requirements and dependencies into IT requirements.
• Drive continuous improvement initiatives to enhance customer experience, streamline processes, and increase operational efficiency and monitor and analyze key performance indicators (KPIs) to assess the effectiveness of customer operations.
• Establish and maintain strong relationships with key customers, understanding their needs and working towards exceeding their expectations.
• Drive automation and digital transformation at customers site for their internal processes in inventory management and order management to enhance customer experience.

Qualifications:

• Bachelor's degree in Business Administration, Operations Management, Supply Chain or a related field.
• Proven experience in customer operations, Supply Chain or related roles within the healthcare or medical device industry.
• Consistent record of agile leadership and successful management of teams in a complex, multi-faceted operational environment.
• Extensive experience in automation and standardization projects, with analytical and problem-solving skills and a strong ability to make data-driven decisions.
• Exceptional communication and interpersonal skills, with the ability to build strong and sustainable relationships
• Fluent in German and English

An annual gross salary starting from EUR70,000 (based on full-time employment) awaits you, along with attractive benefits. Flexible working time models, an on-site restaurant, corporate health promotion, and a wide range of sports activities are just a few examples. Depending on qualifications and experience, there is a willingness to offer higher compensation.

Who we are

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we've become one of the world's leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Roche is an Equal Opportunity Employer.

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