Genentech takes the health and safety of our patients, customers, employees and local communities very seriously, and we are actively responding to the global COVID-19 pandemic. For more, please visit our COVID-19 response page.

Digital Customer Experience Delivery Manager – Media

South San Francisco
California, United States of America

Return to Search Results

The Position

Position Summary

The digital center of excellence is a functional group within Genentech Business Operations (GBO) comprised of experienced digital experts who partner across CMG to orchestrate and deliver integrated digital customer experiences that drive measurable business outcomes.

The Delivery Manager reports to the Delivery Team Lead and is accountable for delivering high-quality, timely, and efficient digital customer experiences through digital channels (i.e., media/social).  This individual also lives the CMG Operating Principles (I am Genentech’s Ambassador, I Partner with Purpose, I Own Our Business, I am Empowered for Action). 

Key Responsibilities:

  • Drives customer-centric service delivery, quality production, and optimization for impact and efficiency

  • Maintains high-quality data in and leverage analytics to drive data-driven decisions

  • Manages production agency/vendor management and UAT team to coordinate approval for launch

  • Adheres to processes and standards for campaign management and assess operational metrics in order to prioritize work and develop business-focused recommendations

  • Delivers Operational Excellence by identifying and implementing process improvements and informing standards that enable great customer experience

  • Uses expertise to influence overall service roadmap and portfolio

  • Tests pilots and drives adoption of new capabilities


  • Deep familiarity with service production marketing technology, processes, and tools

  • Digital media knowledge and experience in multichannel/digital marketing preferred

  • Ability to apply data and analysis to drive decision making

  • Strong project management skills to meet goals within constraints of time and budget

  • attention to detail to ensure quality and consistency of deliverables

  • Adept at vendor/agency management to maintain healthy partnerships and deliver operational excellence

  • Learning mindset and ability to identify/apply learning to other situations

  • Background/understanding of technology integration and related executional and process impact


  • Bachelor's degree

  • 5+ years experience working in digital marketing, digital media, or marketing operations related functions

  • Media agency experience is a strong plus

  • Experience in pharmaceutical or biotech industry, finance or cpg, preferred


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.

Return to Search Results

Join our Talent Community. By joining our Talent Community, your resume will be available to our recruitment team, Join today!