Chief Of Staff, Customer Engagement (Ce)

The PositionTitle: 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 and challenging processes and complexity, to make way for efficient ways of working across the organization; experience in Agile / new ways of working
Demonstrated ability to serve as a connector and catalyst driving decisions and impact with urgency
Clear and effective communicator
Influential with senior executives, senior leader peers, and the broader organization
Learner/Growth mindset with ability to cultivate this mindset and practice in others
Strong coach and developer of people
Ability to work effectively in ambiguity and manage through change
Strong drive for results; operates effectively in a fast-paced environment and delivers results while balancing multiple priorities
Skilled at strategic big picture thinking through to execution and logistical considerations
Ability to establish mutually beneficial relationships and collaborate with stakeholders across levels and functions, internally and externally
Fosters a culture of continuous learning and evolution through sensing and shares across the CMG operations function
Takes the initiative and identifies priorities that require organizational focus
Excellent written and verbal communication skills
Who You Are: Required Qualifications: Bachelor's Degree is required
Minimum of 12 years pharmaceutical/biotech/consulting, commercial, strategic, and/or analytical experience
Significant field leadership experience, leading and managing teams
Experience in leading large, complex, matrixed organizations and demonstrated ability to lead through others
Experience in leading and driving change, conveying the business imperative, inspiring leaders to be role models, and providing support for employees to develop new capabilities and learn new behaviors
Experience in strategy development and ability to influence others on matters of strategy
Preferred Qualifications: Graduate-level degree (e.g., MBA or doctoral degree) particularly in business or the life sciences
Business travel, by air, car, etc. is required for regular internal and external meetings. The expected salary range for this position based on the primary location in California is 210,000 - 360,000. 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 *LI-TW1
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.

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