The Position
Title: Chief of Staff, Customer Engagement (CE)
Level: Executive Director
Location: South San Francisco based
Reports to: Head of Customer Engagement, CMG
Note: Relocation benefits are available for this role
The Chief of Staff, Customer Engagement (CE) plays a key role in the effective functioning and strategic success of both the overall CE organization, as well as the Operations and Administrative teams that they lead. This role reports to the Head of Customer Engagement, serves as the “Chief of Staff” to this position and is a key member of the Customer Engagement Leadership Team (CELT) .
The Chief of Staff, Customer Engagement (CE) is accountable for all operational components of the CE Teams, including setting and executing the strategic plan in collaboration with broader CMG functions. The Chief of Staff, Customer Engagement (CE) will work with CELT to support delivery of top-line results and ongoing execution excellence across all therapeutic areas, including leading all of the commercial field operational activities and partnering with the Genentech Chief of Staff community, Commercial Portfolio Organization (CPO), Genentech Business Operations (GBO), Field Medical, and Genentech Public Affairs and Access (GPAA) to ensure seamless integration across CMG. This individual is accountable for identifying operational efficiencies and business strategies to help drive business performance across the Genentech portfolio and to ensure a strong team and customer experience through effective communications, engagement, utilization of tools, resources, account planning, and training.
The Opportunity:
Chief of Staff/Leadership Operations
• Advisor to Head of Customer Engagement
• Supports Head of Customer Engagement to develop short and long-term CE strategies aligned to CMG priorities and ensures seamless execution of key milestones to evolve and strengthen ecosystem model to adapt to dynamic healthcare landscape
• Engages externally to sense market changes and source innovation to bring to CE evolution, sensing and engaging in future trends related to competition, other industries, digital, go to market models
• Serves as a core member of CELT ensuring the leadership team is setting and achieving outcomes, and focused on the top priorities
• Advise and challenge CELT as architects in executing and adapting the CE model to anticipate external and internal dynamics, and innovates to ensure optimal design and execution
• Partners with Head of Customer Engagement to orchestrate CELT meeting rhythm, agenda, content and offsites to maximize team effectiveness and ensure optimal value is created
• Key, influential voice in the CMG operations community to ensure we can act as one organization
• Oversight of CE Communications; in concert with CMG Communications, creates a strategic plan to develop innovative modalities for communications and streamlining user experience
• Orchestrates and executes on coordination and communication between CE, CPO, GBO, PAA, and Field Medical through regular touchpoints as a member of USLT Operations Leads community
Leadership of CE Operations Function
Leads the Senior Director of Strategy & Operations, Customer Engagement for a team of 60+, who will be accountable for these duties & Responsibilities:
• Has insight into the operational work across the function and can effectively prioritize and direct focus to maximize the impact of the team
• Cultivates community sensing, connection, engagement, and support across Customer Engagement.
• Leads operational strategy and execution of Role Based Orchestration Teams (RBOs), CE Orchestration, CE Meetings, and supports strategic, operational and executional aspects of ICX
• Accountable for ensuring field has systems and tools that enable progress towards achieving an integrated customer experience, documenting and sharing insights, and effectively and compliantly sharing account planning
• Develops strong relationships with key stakeholders in GBO, Training & Development, and Site Services to ensure effective management of numerous initiatives that impact Customer Engagement inclusive of: continuous training (standards and capabilities), Inside Field Sales, and Business Continuity Management
• Supports efforts in cultivating an environment that makes the CE team a great place to work through supporting employee engagement, development, succession planning, CE employee survey, D&I, belonging etc. Develop and maintain sensing mechanisms to monitor organizational health and effectiveness, and employee engagement, and identify issues and opportunities
• Implements and executes the CE Employee Engagement Survey, and evaluating data from our customers; considers potential solutions to address opportunities and challenges
Capabilities:
• Systems thinker who sees interdependencies and implications, and solves for the whole
• Willing and able to challenge and agitate the organization toward outcomes
• Effective at simplifying
Location: South San Francisco, CA
Posted: Aug. 22, 2024, 12:03 p.m.
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