Director, Customer Support Center

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position

Director, Customer Support Center

The Opportunity:

As the Director of Customer Support Center for Roche Diagnostics USA, you will lead the evolution of our support ecosystem into a next-generation diagnostic hub. Your primary goal is to minimize instrument downtime by championing Remote-First resolution. By integrating AI-assisted troubleshooting tools with our core platforms, you will empower our frontline experts to solve complex clinical and technical issues with unprecedented speed and accuracy. You will serve as a strategic leader who bridges the gap between high-level business objectives and world-class service delivery.

We are seeking a transformational leader who thrives on variety. You don’t just manage a department; you look for ways to help the entire company win. You are as comfortable leading a cross-functional project as you are implementing a new AI-guided troubleshooting tool, all while ensuring your team feels secure, valued, and empowered in a rapidly evolving digital landscape.

Job Facts:

1. Strategic Leadership & Remote Excellence

• Expedited Fix Strategy: Define the roadmap for a proactive support model, utilizing assistive technologies within ServiceMax and Salesforce to increase first-contact resolution and maximize laboratory uptime.

• Operational & Financial Oversight: Direct accountability for expense budgets (P&L), resource planning, and performance data to ensure a cost-effective, high-output operation.

• Omnichannel Innovation: Oversee the optimization of CCaaS platforms (e.g., Genesys) to ensure seamless, target="_blank">Benefits

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  Who we are

  A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

  
  Let’s build a healthier future, together.

  Roche 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.