Executive Director, Omnichannel Orchestration

Executive Director, Omnichannel Orchestration

Why Genentech

​​​​​​​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.

Who We Are

EDigital Experience is shaping the future of how Genetech 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, human-centered design, and omnichannel strategies to create seamless, personalized, and meaningful experiences for our patients and customers. Genentech’s mission is to push the boundaries of science to deliver life-changing medicines, and that requires a digitally enabled, human-centered approach to engagement. 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 guides 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 standards, shaping engagement strategies, and designing 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.

This role will report to the Vice President of Digital Experience

Job Summary: The Executive Director of Omnichannel Orchestration is a pivotal role responsible for setting the strategic direction of Genetech’s Omnichannel strategy, engagement, and orchestration. This role will lead the integration of digital, retail, and field channels, creating seamless, data-driven experiences that enhance the customer journey for patients, providers, organized customers, and payors. In this position, you will lead the optimization of touchpoints across all channels, ensuring consistent messaging and alignment with our broader commercial, medical, and access goals. Through close collaboration with cross-functional teams, you will champion best-in-class digital technologies, elevating Genentech’s ability to engage with customers and healthcare stakeholders in a dynamic, regulated environment. Your leadership will drive a seamless customer experience and enhance Genentech’s market performance, positioning Genentech as a trusted partner to our patients, customers, and healthcare professionals worldwide.

Key Responsibilities

Strategy & Roadmap Development

• Define and execute a strategic roadmap for the Omnichannel Product Portfolio, establishing and ensuring adherence to standards while collaborating with senior leadership, and key stakeholders.

• Set the strategic direction for the Omnichannel Product Portfolio, aligning with organizational priorities to maximize business impact and deliver innovative, scalable solutions across the enterprise.

• Evaluate and prioritize high-impact use cases that drive measurable enterprise business outcomes and value for patients, organized customers, providers, and payers, ensuring a balanced Omnichannel Product Portfolio.

• Serve as the executive champion for Omnichannel Orchestration, articulating its strategic value to senior stakeholders, influencing enterprise decision-making, achieving enterprise objectives, communicating value to stakeholders, and fostering a culture of innovation, accountability, and excellence.

• Define and oversee the full lifecycle strategy for Omnichannel Orchestration from identifying and integrating new products to sunsetting legacy offerings, optimizing for suite performance and evolving marketing and business priorities.

Adoption Enablement, Experimentation & Performance Optimization

• Partner with Medical, Commercial, and Access in the creation and execution of comprehensive learning experiences (e.g., training modules, workshops, and hands-on sessions) to upskill teams on channel-specific capabilities.

• Develop and implement a structured change management strategy, in partnership with relevant Genentech Activation teams, including stakeholder engagement, communication plans, and providing ongoing support.

• Define hypotheses, design experiments, and conduct tests in collaboration with analytics and product teams.

• Establish a standardized approach to human-centered design by partnering with the Customer Experience team to refine and enhance Omnichannel Orchestration and adoption in alignment with business objectives.

• Set and track performance and adoption metrics, in partnership with Genentech Activation teams, including regularly reporting on efficiency gains and business impact.

External Collaboration & Vendor Partnerships

• Establish a standardized approach to partner with external user groups to sense, gather, and define business requirements, customer insights, market opportunities, user feedback/input, and technology trends to shape the overall product strategy & roadmap.

Cross-Functional Leadership

• Lead enterprise-wide and network-wide initiatives to promote cross-product understanding and collect feedback through orchestrated rituals.

• Works with peers, VP and SVP level leaders across Genentech to sense, gather, and define business requirements, customer insights, market opportunities, user feedback/input, and technology trends to shape the overall product strategy.

• Drive cross-functional alignment at the highest levels, collaborating seamlessly with other leaders across Commercial, Medical, Access and Informatics to align strategies with business objectives, accelerate product development, drive adoption and track progress of the Omnichannel Product Portfolio.

• Ensure the omnichannel solutions are developed with an eye towards scaling the capabilities across Roche Pharma globally by working with counterparts in Global Product Strategy, IX, and elsewhere.

Governance & Compliance Partnership

• Work closely with cross-functional teams, including Legal, Compliance, and Medical Affairs, to mitigate business risks and uphold Genentech’s ethical standards.

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

People & Culture

• Build highly-connected, highly-motivated and high-performing teams by leading, developing and inspiring a thriving Omnichannel Suite team and fostering belonging within and across teams. 

• Provide guidance, training, and career development opportunities for team members.

• Drive a culture of performance through annual performance management and rewards and recognition of all team members, cultivating an environment of both accountability and performance-based incentives

• Make decisions regarding resource allocation and investments both in the near-term and long-term across the suite of Omnichannel products.

• Shift and re-allocate resources effectively to ensure organizational strategic priorities are met while balancing workloads and optimizing suite team performance.

• Lead a team through the ideation, capability building, and launch of innovative products.

Who You Are

• A strategic digital / commercial  leader with experience in Omnichannel product development and digital transformation.

• Strong change management and stakeholder engagement skills to drive adoption across diverse teams.

• Familiarity with the regulatory and compliance landscape in highly regulated industries.

• Ability to lead and develop high-performing teams, fostering a culture of innovation and continuous learning.

Minimum Candidate Qualifications & Experience

• Bachelor’s degree in business, healthcare, customer experience, or a related field.

• 12+ years of experience in customer or product-focused roles, with experience driving Omnichannel product advancement and implementation

• Strong leadership and team management abilities, with experience in coaching, developing, and inspiring talent

• Proven ability to own and manage the full product lifecycle, including visioning, roadmap creation, execution, and impact measurement.

• Understanding of how to design and evolve user & customer-centric experiences to drive customer satisfaction.

• Excellent communication and stakeholder management skills, with demonstrated success in facilitating cross-functional collaboration.

• Analytical and problem-solving skills to interpret customer insights and drive operational decisions.

• Experience working in an standard DevOps agile setting or bringing agile best-practice mentorship to the team

Additional Desired Candidate Qualifications & Experience

• Advanced degree (e.g., MBA or related graduate-level qualification).

• Experience with a focus on implementing product strategy, preferably in healthcare, pharmaceutical, or other regulated industries

• Familiarity with industry best practices and benchmarks for customer experience design.

• Experience leveraging CX insights to inform strategic decisions and optimize business processes.

Location

• This position is based in South San Francisco, CA or Remote

• Relocation assistance is available at this time.

The expected salary range for this position based on the primary location of South San Francisco, CA is 227,500.00 - 422,500.00.  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, and we embrace the increasingly diverse world around us. Genentech prohibits unlawful discrimination based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin or ancestry, age, disability, marital status and veteran status.