Senior Business Process Manager - Global Customer Support / AI-Driven Process Transformation Lead

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

At Roche, we are passionate about transforming patients’ lives and we are fearless in both decision and action - we believe that good business means a better world. That is why we come to work each day. We commit ourselves to scientific rigor, unassailable ethics, and access to medical innovations for all. We do this today to build a better tomorrow.

Quality is a competitive advantage for Roche. It allows us to deliver high-quality products to patients, ensures our right to operate, and helps us create value through process excellence and continual improvement efforts. Quality is every patient’s right and every employee’s responsibility.  

Role Overview:

As a Senior Business Process Manager / AI-Driven process transformation lead, you will assume conceptual process ownership, understand and describe current service business workflows and help shaping the digital future of services business processes.  Operating at the intersection of business process engineering, advanced analytics, and artificial intelligence, you will analyze, mine, and fundamentally redesign our end-to-end service workflows. Sitting directly within the Global Customer Support digital ecosystem, your mandate is to support the shift of our operation from a reactive troubleshooting model to an AI-first, predictive service environment, ensuring regulatory compliance (FDA/IVDR) while drastically reducing customer effort and laboratory downtime. You will closely engage with global, regional and local stakeholders up to senior management and business process owners. In addition, you will closely collaborate with business product owner teams  in order to ensure AI-first service workflows are implemented into the global Roche IT ecosystem. 

Key Responsibilities:

• Data-Driven Process Mining & Mapping: Extract and analyze event logs from enterprise systems (e.g., Salesforce, SAP, instrument IoT platforms) using process mining tools to diagnose the objective reality of our support lifecycles, bottlenecks, and compliance loops and balancing global standards with local requirements
• Build and maintain a central Process Repository and KPIs ( in Roche ADONIS) as the Single Source of Truth.  Develop process KPIs and monitoring frameworks for ongoing process control to measure the success of process initiatives.  
• AI-First Process Architecture: Architect and execute the redesign of service workflows. Rather than layering AI tools on top of legacy frameworks, you will contribute to  building processes around modern capabilities, including AI case triage, automated technical documentation generation, and predictive field service dispatching among others.
• Operational Integration & User Empathy: Partner closely with contact center agents,  field service engineers and second level support specialists. Translate AI capabilities into day-to-day workflow enhancements that reduce administrative fatigue and eliminate manual workarounds.
• Regulatory & Quality Safeguarding: Collaborate with Quality Assurance and Regulatory Affairs to ensure all automated and AI-augmented workflows stringently adhere to medical device complaint handling.
• Cross-Functional collaboration: Act as the strategic bridge between the regional /local customer support teams and global product owners, contributing to translate operational vulnerabilities into features in roadmaps.
• Oversee the strategic direction of process changes end-to-end across the organization to further develop relevant business processes
• Facilitate Global Process Council (GPC) governance within the relevant process domain (L1/L2 Support or Back Office Processes) to align global standards, drive process harmonization, and address cross-functional requirements across key business stakeholders.
• Collaborate closely with Business Product Owners: hand over harmonized process requirements as input for digital product development
• Secure country acceptance through participative process design and transparent communication, proactively managing resistance
• Lead or participate in mid to large-scale strategic projects with a significant impact for L1/L2 Support and Back Office processes in a local or global environment, considering end-to-end perspective

Additional Tasks:

• Demonstrate the We@RD dimensions and help evolve the function's cultural beliefs and bring We@RocheDiagnostics to life as part of the TransformD journey. The dimensions are:
• We are passionate about our customers and patients
• We radically simplify
• We trust, collaborate & have fun
• We ALL lead
• We experiment & learn

Education & Core Experience

• Experience: 5+ years of experience in business process management (BPM), continuous improvement, or digital transformation, with at least 2–3 years spent explicitly working within or directly alongside a technical customer support, contact center, or field service operation.
• Industry Context: Prior experience in a highly regulated industry is required—ideally IVD, Medical Devices, Life Sciences, or Biotech.

Technical Competencies

• Process Mining Expertise: Practical, hands-on experience using process mining tool sets (Celonis, UiPath Process Mining, Signavio, or similar) to extract insights from transactional data.
• AI Literacy: Strong conceptual and functional understanding of Machine Learning, Generative AI/LLMs, semantic search, and intelligent automation. You must know how to design data feedback loops and "human-in-the-loop" validation steps.
• Systems Familiarity: Experience navigating and analyzing data architectures within CRM ecosystems (e.g., Salesforce, ServiceNow) and ERP systems (e.g., SAP).

Soft Skills & Change Management

• Operational Credibility: The ability to speak the language of frontline support agents and field technicians to secure buy-in for new automated tools.
• Silo-Busting Leadership: Excellent stakeholder management skills, with the ability to influence cross-functional technical and regulatory teams without direct line authority.

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.