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Sr. Digital Service Lead

South San Francisco
California, United States of America

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The Position

The Digital Service Lead role works in an exciting environment in T&D. You will lead the research, planning and development of digital learning solutions and experiences in alignment with the broader T&D Digital Strategy. You will seek ways to increase digital engagement and drive a culture of learning to meet CMG’s objectives. The role requires you to think critically and act on difficult challenges by leveraging content, service design, data and analytics across T&D. This is a continuously evolving and learning environment, high-growth opportunity where you can have an immediate impact. You have strong learning technologies expertise as well as deep knowledge of training and learning practices, face-to-face training, digital channels, CMS/LMS platforms, content management, and the employee lifecycle. You are an excellent communicator who are endlessly curious, who takes pride in hard work and are committed to rapidly advancing their knowledge and expertise in service of our employees to drive a culture of learning.

As a member of the Digital Learning & Experience (DLX) team, you will work closely across a matrix environment that includes training & learning professionals, sales, marketing, product teams, digital developers and content managers who are passionate about driving a learning of culture and accountability at Genentech. We are re-imagining the learning experience and leveraging emerging technologies, service design and data to help create the future of learning, improve human performance and build sustainable competitive advantage.

Key Accountabilities:

Responsible for research & development, prototyping, piloting and embedding new digital solutions and experiences into our internal learning ecosystem, including production of any process documentation for its adoption. Demonstrate an innovative and strategic approach to learning design and provide options for how to incorporate digital capabilities to existing learning initiatives. Work with instructional designers to align on experience design approaches and collaboratively develop transformative digital learning experiences. Build relationships with 3rd party vendors and actively explore their platforms and tools to validate their value add on our digital experience needs and services. Act as an expert advisor, educating colleagues on emerging technologies as well as the best use of our current digital offerings, investing time to share your findings and expertise, and to help drive and develop a digital mindset. Analyze and interpret technology needs across CMG Training & Development and work with stakeholders across functions to understand current capabilities and areas for improvement. Proactively incorporate DLX’s capabilities and offerings into other CMG Training & Development strategies, plans and programs. Support the Digital Learning strategy capability to implement long-range visions for future initiatives, strategies, objectives and plans to optimize learning and development in CMG. Complete all compliance training requirements. Reinforce with team the importance of adhering to compliance policies. Raise questions proactively and seek advice as needed.

At the Sr. level:

Incumbents in the Sr. Digital Service Lead role are expected to demonstrate a higher level of leadership, impact and experience than that of a Digital Service Lead. They are expected to:

  • Assist with onboarding new team members and consistently mentor CMG Training & Development employees.
  • Be involved in higher-level stakeholder management and influence decisions.
  • Utilize expertise and experience to support Genentech stakeholders.
  • Direct and manage performance of junior colleagues and/or serve as a point of escalation.
  • Act as internal subject matter experts in Digital Learning & Experience who understand and represent the long-term vision for the area.
  • Provide ongoing leadership of projects and processes including management of complex matters.

Key Competencies:

Achieving Results

  • Is goal-directed, persistent; driven to achieve objectives
  • Holds self and others accountable for results
  • Aligns behaviors to support the goals


  • Reads verbal and non-verbal cues of others
  • Uses appropriate methods or approaches to communicate with others
  • Keeps others informed

Decision Making

  • Thinks through problems clearly and logically
  • Gathers information necessary to make decisions
  • Makes decisions even when all information is not known

Teamwork and Collaboration

  • Cooperates and supports colleagues to be successful
  • Provides and solicits input and information
  • Establishes and leverages relationships

Technical and Business Expertise

  • Is acknowledged as an expert in the organization and acts as an advisor to those within and outside of CMG Training & Development
  • Understands the challenges faced by Genentech and creates programs to address the same

Qualifications & Experience:

  • Bachelor’s Degree is required; Graduate level or higher degree is preferred. In lieu of a degree an additional 3 years of experience is acceptable.
  • 6 or more years' experience with 4 or more years' experience in digital solution development, learning technologies, training and development and/or related project management preferably gained within the biotechnology or pharmaceutical industries
  • Considerable experience and expertise with web and/or other learning technologies, CMS, LMS, content management tools, analytics and reporting
  • 2 or more years of experience leading digital tools and services projects, includes development and management from Request for Proposal (RFP) to project completion through ongoing maintenance and development
  • Considerable experience with standard project life-cycle management
  • Previous field sales, field management or product marketing experience in biotechnology or pharmaceutical industries is a plus
  • Demonstrated ability to learn new advanced data toolsets quickly and autonomously
  • Familiarity with HTML, CSS, web publishing, site information architecture, intranets, tagging, metadata and user experience strongly preferred
  • Ability to communicate complex concepts simply, verbally and in writing. Ability to create high quality project reports and simple, succinct, visually compelling presentations
  • Problem-solving, creative, and innovative approach to solving problems autonomously in ambiguous situations with limited direction
  • Exceptional interpersonal skills to collaborate and team well with, service design, researchers, project managers and a diverse set of team members and stakeholders

Lead, act and live our Operating Principles in all aspects of work.

Working knowledge of training and learning methodologies, organizational concepts and processes a plus

Who We Are

A member of the Roche Group, Genentech has been at the forefront of the biotechnology industry for more than 40 years, using human genetic information to develop novel medicines for serious and life-threatening diseases. Genentech has multiple therapies on the market for cancer & other serious illnesses. Please take this opportunity to learn about Genentech where we believe that our employees are our most important asset & are dedicated to remaining a great place to work.

The next step is yours. To apply today, click on the "Apply online" button.

Genentech is an equal opportunity employer & prohibits unlawful discrimination based on race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, disability, marital & veteran status. For more information about equal employment opportunity, visit our Genentech Careers page.

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