PX Vendor Management Lead

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.

Public Affairs & Access (PAA) is a multi-disciplinary organization that includes Corporate Communications; Policy, Evidence & Access Strategy; Channel & Contract Management; External Affairs; Patient Experience; and Strategy and Business Operations. Our purpose is to deliver impact through a fully integrated public affairs function that leverages our capabilities and world-class Genentech brand to deliver on our mission for patients and our employees.

The CMG Patient Strategy aims to create a holistic, cross-functional approach to deliver a best-in-class patient experience that aligns with the portfolio, technology tools, and consumer-driven patient expectations in a rapidly evolving business landscape.

The Opportunity 

As the PX Vendor Management Lead (SE7) within PX Delivery, you will lead the day-to-day operational performance of third-party vendors (such telephony, call center, and other services partners) to ensure high-quality patient support. You will drive accountability, resolve escalations, and align operations across the organization.

Key Responsibilities:

• Own day-to-day performance, financial tracking per contract/SOW, and operational management of vendors supporting PX delivery to meet service, quality, and cost expectations.

• Monitor vendor performance using SLAs and scorecards, identifying gaps and driving corrective action plans and Quarterly Business Reviews (QBRs).

• Establish and execute vendor governance processes, providing leadership with clear visibility into risks, dependencies, and performance metrics.

• Partner with internal teams (such as Delivery, GPF, and Strategy & Experience teams) to align vendor practices, maximize efficiencies, and support vendor selection.

• Lead end-to-end issue resolution and vendor escalations to minimize operational disruptions to patient and customer support.

• Ensure strict adherence to contractual terms, SLAs, compliance, and regulatory requirements alongside Legal, HCO, and Procurement teams.

• Seamlessly integrate third-party vendors into existing PX workflows, platforms, and operational models.

Who You Are

• Bachelor’s degree or equivalent experience.

• 5–8 years of experience in vendor management, operations, or customer support within healthcare, pharmaceuticals, or related industries.

• Demonstrated understanding of access, reimbursement, and healthcare environments.

• Proven track record of managing third-party operational vendors, owning SLAs, performance scorecards, and contract adherence.

• Experience driving issue resolution, managing escalations, and navigating highly regulated compliance environments.

Preferred

• Strong business fundamentals and demonstrated ability to prepare for and lead business reviews with executive stakeholders.

• Strong negotiation skills with direct experience negotiating vendor contracts.

• Cross-functional cross-collaboration experience within complex, matrixed patient services or public affairs structures.

Location

• This role is based in South San Francisco and offers a hybrid schedule working 3 days per week on campus

• No relocation benefits are available for this posting

The expected salary range for this position based on the primary location of South San Francisco, CA is $127,500 - 236,900. 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

Genentech 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.