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Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.
The Position
The Operation Support Specialist plays a crucial role in enhancing the operational efficiency of Global Patient Care (GPC) by closely collaborating with digital teams, consolidating business demands for support solutions, coordinating run support activities, and ensuring seamless collaboration with global operational hubs. This role provides critical operational support, contributing to the success of patient-centered service delivery and operational excellence across Roche Diagnostics.
Collaborating closely with the GPC leadership team, the GPC Operation Support Specialist acts as the primary liaison between operational hubs, digital teams, and global stakeholders. This role ensures seamless communication and coordination for digital solutions, consolidates demands for business support systems, and proactively addresses technical issues by engaging the appropriate teams. By driving efficient resolution processes and fostering collaboration, the Specialist ensures operational continuity and contributes to delivering high-quality, patient-centered healthcare services.
Key Accountabilities
The Operation Support Specialist enhances the operational efficiency of Global Patient Care (GPC) by collaborating with digital teams, consolidating business demands, and addressing technical issues. Acting as a primary liaison between operational hubs, digital teams, and global stakeholders, this role ensures seamless communication, operational continuity, and patient-centered service delivery.
Process Optimization and Business Requirements:
We are looking for an experienced professional with a strong background in Customer Care, specializing in operational support, system and process implementation, and optimization. This role is ideal for someone with a passion for driving efficiency, enabling impactful healthcare solutions, and collaborating in a dynamic, regulated environment.
Who we are
At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.
Roche is an Equal Opportunity Employer.
The Position
The Operation Support Specialist plays a crucial role in enhancing the operational efficiency of Global Patient Care (GPC) by closely collaborating with digital teams, consolidating business demands for support solutions, coordinating run support activities, and ensuring seamless collaboration with global operational hubs. This role provides critical operational support, contributing to the success of patient-centered service delivery and operational excellence across Roche Diagnostics.
Collaborating closely with the GPC leadership team, the GPC Operation Support Specialist acts as the primary liaison between operational hubs, digital teams, and global stakeholders. This role ensures seamless communication and coordination for digital solutions, consolidates demands for business support systems, and proactively addresses technical issues by engaging the appropriate teams. By driving efficient resolution processes and fostering collaboration, the Specialist ensures operational continuity and contributes to delivering high-quality, patient-centered healthcare services.
Key Accountabilities
The Operation Support Specialist enhances the operational efficiency of Global Patient Care (GPC) by collaborating with digital teams, consolidating business demands, and addressing technical issues. Acting as a primary liaison between operational hubs, digital teams, and global stakeholders, this role ensures seamless communication, operational continuity, and patient-centered service delivery.
Process Optimization and Business Requirements:
- Collaborate with stakeholders to identify opportunities for systems and process improvements at a global level
- Raise business requirements for process optimization, ensuring alignment with business needs and the capabilities of IT solutions
- Analyze the impact of process or system changes on other systems and processes, providing insights to ensure holistic solutions
- Partner with process owners and stakeholders to ensure that process and system designs maximize functionality, efficiency, and alignment with global strategic goals
- Act as an interface between GPC and digital solution teams, advancing the delivery of solution improvements and driving continuous process optimization
- Translate business needs into technical requirements for delivery by respective teams, ensuring global alignment and scalability
- Maintain a comprehensive understanding of integration points across systems and processes to guide the development of robust business requirements
- Engage with internal and external stakeholders to support business process and technical changes, ensuring alignment with operational goals
- Educate and manage expectations between business and IT colleagues, balancing prioritization with global alignment
- Represent business needs by influencing system changes and recommending process improvements, acting as a strategic advisor for process owners
- Manage the intake and evaluation of solution requests, ensuring they are addressed with a global perspective when applicable
- Provide direction on governance frameworks to assess whether requests align with regional or global priorities
- Facilitate decision-making and communication across required groups for process and system changes
- Identify and implement global improvement plans to enhance operational efficiency, partnering cross-functionally with internal and external stakeholders
- Maintain and continuously improve processes within the GPC organization by identifying opportunities to eliminate waste and streamline workflows
- Serve as a resource for information and guidance during the implementation of solutions, ensuring operational alignment with strategic goals
- Provide actionable insights to leadership teams and regional operations to drive continuous improvement
We are looking for an experienced professional with a strong background in Customer Care, specializing in operational support, system and process implementation, and optimization. This role is ideal for someone with a passion for driving efficiency, enabling impactful healthcare solutions, and collaborating in a dynamic, regulated environment.
- Education: Bachelor’s degree or equivalent experience in operations, digital solutions, project management, or a related field
- Experience: Minimum of 3 years in operational support, system and process implementation and improvement, or related roles, preferably in a regulated or healthcare environment
- Demonstrated ability to quickly comprehend complex processes and take ownership with autonomy and flexibility
- Process and System Knowledge: Proven ability to analyze, design, and optimize business processes, including translating business needs into technical requirements
- Collaboration and Stakeholder Management: Demonstrated success in partnering with cross-functional teams, influencing technical and business stakeholders, and ensuring alignment with organizational goals
- Technical Expertise: Familiarity with digital solutions, system integrations, and process automation; ability to identify how system and process changes affect overall operations
- Project Management: Experience managing projects, preferably with knowledge of Agile methodologies, change management, and governance frameworks
- Strategic Thinking: Ability to act as a strategic advisor, representing business needs and recommending system and process improvements to maximize IT capabilities
- Communication and Negotiation: Excellent communication, organizational, and negotiation skills with the ability to present insights and business cases effectively to stakeholders
- Problem-Solving: Strong analytical skills to identify, prioritize, and resolve technical and operational challenges
- Adaptability: A growth mindset with the ability to navigate a fast-paced, diverse, and intercultural environment
- Language Skills: Fluency in English is required; proficiency in Spanish, German or other relevant languages is an advantage
- IT Proficiency: Strong IT navigation skills and a demonstrated ability to quickly learn and adapt to new technologies
- Travel Flexibility: Willingness to travel as needed to support global initiatives
Who we are
At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.
Roche is an Equal Opportunity Employer.
Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.
The Position
The Operation Support Specialist plays a crucial role in enhancing the operational efficiency of Global Patient Care (GPC) by closely collaborating with digital teams, consolidating business demands for support solutions, coordinating run support activities, and ensuring seamless collaboration with global operational hubs. This role provides critical operational support, contributing to the success of patient-centered service delivery and operational excellence across Roche Diagnostics.
Collaborating closely with the GPC leadership team, the GPC Operation Support Specialist acts as the primary liaison between operational hubs, digital teams, and global stakeholders. This role ensures seamless communication and coordination for digital solutions, consolidates demands for business support systems, and proactively addresses technical issues by engaging the appropriate teams. By driving efficient resolution processes and fostering collaboration, the Specialist ensures operational continuity and contributes to delivering high-quality, patient-centered healthcare services.
Key Accountabilities
The Operation Support Specialist enhances the operational efficiency of Global Patient Care (GPC) by collaborating with digital teams, consolidating business demands, and addressing technical issues. Acting as a primary liaison between operational hubs, digital teams, and global stakeholders, this role ensures seamless communication, operational continuity, and patient-centered service delivery.
Process Optimization and Business Requirements:
We are looking for an experienced professional with a strong background in Customer Care, specializing in operational support, system and process implementation, and optimization. This role is ideal for someone with a passion for driving efficiency, enabling impactful healthcare solutions, and collaborating in a dynamic, regulated environment.
Who we are
At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.
Roche is an Equal Opportunity Employer.
The Position
The Operation Support Specialist plays a crucial role in enhancing the operational efficiency of Global Patient Care (GPC) by closely collaborating with digital teams, consolidating business demands for support solutions, coordinating run support activities, and ensuring seamless collaboration with global operational hubs. This role provides critical operational support, contributing to the success of patient-centered service delivery and operational excellence across Roche Diagnostics.
Collaborating closely with the GPC leadership team, the GPC Operation Support Specialist acts as the primary liaison between operational hubs, digital teams, and global stakeholders. This role ensures seamless communication and coordination for digital solutions, consolidates demands for business support systems, and proactively addresses technical issues by engaging the appropriate teams. By driving efficient resolution processes and fostering collaboration, the Specialist ensures operational continuity and contributes to delivering high-quality, patient-centered healthcare services.
Key Accountabilities
The Operation Support Specialist enhances the operational efficiency of Global Patient Care (GPC) by collaborating with digital teams, consolidating business demands, and addressing technical issues. Acting as a primary liaison between operational hubs, digital teams, and global stakeholders, this role ensures seamless communication, operational continuity, and patient-centered service delivery.
Process Optimization and Business Requirements:
- Collaborate with stakeholders to identify opportunities for systems and process improvements at a global level
- Raise business requirements for process optimization, ensuring alignment with business needs and the capabilities of IT solutions
- Analyze the impact of process or system changes on other systems and processes, providing insights to ensure holistic solutions
- Partner with process owners and stakeholders to ensure that process and system designs maximize functionality, efficiency, and alignment with global strategic goals
- Act as an interface between GPC and digital solution teams, advancing the delivery of solution improvements and driving continuous process optimization
- Translate business needs into technical requirements for delivery by respective teams, ensuring global alignment and scalability
- Maintain a comprehensive understanding of integration points across systems and processes to guide the development of robust business requirements
- Engage with internal and external stakeholders to support business process and technical changes, ensuring alignment with operational goals
- Educate and manage expectations between business and IT colleagues, balancing prioritization with global alignment
- Represent business needs by influencing system changes and recommending process improvements, acting as a strategic advisor for process owners
- Manage the intake and evaluation of solution requests, ensuring they are addressed with a global perspective when applicable
- Provide direction on governance frameworks to assess whether requests align with regional or global priorities
- Facilitate decision-making and communication across required groups for process and system changes
- Identify and implement global improvement plans to enhance operational efficiency, partnering cross-functionally with internal and external stakeholders
- Maintain and continuously improve processes within the GPC organization by identifying opportunities to eliminate waste and streamline workflows
- Serve as a resource for information and guidance during the implementation of solutions, ensuring operational alignment with strategic goals
- Provide actionable insights to leadership teams and regional operations to drive continuous improvement
We are looking for an experienced professional with a strong background in Customer Care, specializing in operational support, system and process implementation, and optimization. This role is ideal for someone with a passion for driving efficiency, enabling impactful healthcare solutions, and collaborating in a dynamic, regulated environment.
- Education: Bachelor’s degree or equivalent experience in operations, digital solutions, project management, or a related field
- Experience: Minimum of 3 years in operational support, system and process implementation and improvement, or related roles, preferably in a regulated or healthcare environment
- Demonstrated ability to quickly comprehend complex processes and take ownership with autonomy and flexibility
- Process and System Knowledge: Proven ability to analyze, design, and optimize business processes, including translating business needs into technical requirements
- Collaboration and Stakeholder Management: Demonstrated success in partnering with cross-functional teams, influencing technical and business stakeholders, and ensuring alignment with organizational goals
- Technical Expertise: Familiarity with digital solutions, system integrations, and process automation; ability to identify how system and process changes affect overall operations
- Project Management: Experience managing projects, preferably with knowledge of Agile methodologies, change management, and governance frameworks
- Strategic Thinking: Ability to act as a strategic advisor, representing business needs and recommending system and process improvements to maximize IT capabilities
- Communication and Negotiation: Excellent communication, organizational, and negotiation skills with the ability to present insights and business cases effectively to stakeholders
- Problem-Solving: Strong analytical skills to identify, prioritize, and resolve technical and operational challenges
- Adaptability: A growth mindset with the ability to navigate a fast-paced, diverse, and intercultural environment
- Language Skills: Fluency in English is required; proficiency in Spanish, German or other relevant languages is an advantage
- IT Proficiency: Strong IT navigation skills and a demonstrated ability to quickly learn and adapt to new technologies
- Travel Flexibility: Willingness to travel as needed to support global initiatives
Who we are
At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.
Roche is an Equal Opportunity Employer.