The Senior/Business Process Manager will report to the Associate Director of Order Management and will work directly with the Order Management Leadership Team and the Channel Operations Leadership Team to ensure that customer service, inventory management and other key Channel Operations functions are well positioned to meet the demands and requirements of both current and future business needs. This person’s insights and ability to strategize, develop and execute key business process initiatives within Channel Operations and across MCCO, Commercial, Finance, Supply Chain and other key groups will help ensure that the end-to-end order management of Genentech’s multi-billion revenue is maintained, improved and sustainable year after year.
Strategically and periodically evaluating key Channel Operations functions including customer service, inventory management and launch readiness to provide recommendations that will optimize department operations and resources.
Identify current and future market trends related to distribution operations and determine how to adapt Order Management activities to future distribution challenges. Educate Brand and other colleagues on these distribution operations challenges and lead negotiations related to resource requests.
Proactively seek out and understand evolving internal and/or external requirements and trends, as they impact Channel Operations’ key functions and business processes. Create and develop new and innovative approaches to distribution operations in partnership with SPCM and ACM.
Develop new approaches to core Channel Operations complex, revenue and payment-related, contract-to-cash business processes that impact Genentech’s entire $19B product portfolio, and which ensure these approaches are sustainable for current and future distribution partners.
Drive development, implementation and ongoing monitoring of Channel Operations compliance policies, procedures, practices, objectives and metrics, including leadership with four different standard audits on an annual basis.
Play a lead role in the development and delivery of expert CO functional and compliance-specific education, communications, training and other resources to support best-in-class performance and strict, ongoing compliance with all governing rules, regulations and standards.
Ensure that order management procedures and metrics are defined, maintained and regularly updated, and that the team members are well trained and working within compliance guidelines.
Annually and throughout the year, lead the strategic and long-range planning and execution (tactical planning) for the Order Management team’s operations, including strategically defining the direction of the group and ensuring initiatives and resources support that direction.
Responsible for Identifying, developing, collecting and monitoring optimal customer service satisfaction metrics. This person also owns the sharing of customer service performance data with key audiences (Brand leadership and MCCO LT), as needed, in order to build confidence in the team’s capabilities and share the organization’s value to the company.
Share operational performance with key audiences (Brand leadership and MCCO LT) on ad-hoc or as needed to build confidence in OM’s capabilities and share organizational value.
Serve as an expert around Order Management systems, processes, data, analysis, reporting and data/reporting and compliance and assume primary responsibility for development, implementation, training and monitoring of departmental standard operating procedures (SOPs) for Channel Operations.
Problem Solving & Decision Making:
This role will be asked to resolve strategic questions, such as, “What does it take to provide exceptional customer service and effective inventory management 3 years from now for a dramatically changing portfolio?” “How will we best distribute product to new and emerging customers or players in the marketplace (IPPMs, ITCs, retail partners moving into healthcare, etc.) to broader operational questions, such as, “What technology, process and people resources will be required to meet those needs?” to more regular day-to-day questions, such as, “What’s the best way to optimize a specific process for compliance or revenue-related reasons?”
This role is also expected to analyze and synthesize information to connect decisions to much larger implications and then effectively present them to the Senior Director of CO and MCCO LT, as needed.
The impact of the decisions that this role will make will be focused on order management functions, compliance activities for CO, and decisions affecting revenue for both Genentech and Roche.
This role will be expected to influence without authority and ensure that stakeholder perspectives, both internal and external, are brought into the process and are considered as part of final recommendations.
The successful candidate will demonstrate the following competencies critical to this role:
Strategic agility – Links responsibilities with the mission of the organization; focuses on activities that add the most value
Technical and business expertise – Applies emerging knowledge and trends; builds strong relationships; contributes to expertise within and beyond assigned area
Teamwork and collaboration – Creates an atmosphere of openness and trust; collaborates; offers support and encouragement
Achieving results – Is goal-directed and persistent; is accountable for meeting commitments’ recognizes the contributions of peers
Innovation – Generates new ideas; leverages others’ viewpoints; tries new approaches
Who You Are
MBA or other related Graduate-level Degree is strongly preferred
Six Sigma certification, Black Belt is strongly preferred
Project Management certification is preferred.
10 or more years of related work experience, i.e., distribution, customer service, inventory order management, process management, etc., preferably gained within the pharmaceutical or related industry.
Significant business process redesign/engineering experience, preferably gained in distribution, inventory order management and customer service environment.
Compliance and/or training experience within the pharmaceutical or related industry is required.
Experience within managed care, distribution, marketing or access is preferred.
In-depth knowledge of the managed care environment and the distribution channel as these relate to pharmaceutical/biotechnology organizations.
In-depth knowledge of the systems, business analysis and reporting mechanisms that support customer service and inventory management particular to the pharmaceutical/biotechnology or related industry, as well as compliance needs related to Channel Operations.
Skills and Abilities
Proven track record for consistently meeting or exceeding qualitative, as well as any relevant quantitative, targets and goals.
Demonstrable abilities to manage complex and large-scale responsibilities.
Outstanding communication and presentation skills to senior leaders across Commercial and beyond.
Excellent strategic orientation and agility: very strong grasp of the pharmaceutical, biotechnology or related industry, Genentech's overall business model and surrounding marketplace.
Excellent analytical and problem-solving skills; demonstrable abilities to lead multiple activities while identifying increasing efficiencies or other opportunities to enhance team/departmental effectiveness.
Strong financial acumen needed to assess the effectiveness and efficiency of large-scale inventory management for a $19B portfolio.
Strong project management skills: can effectively integrate, implement and oversee multiple activities, involving multiple partners, and personally drive the overall processes to ensure effective and efficient conclusion.
Strong process development and management orientation: has effectively participated in or led multiple continuous improvement activities that have benefited multiple team members.
Outstanding partnering skills: has exceptionally strong and highly effective working relationships with internal and external partners/stakeholders.
Strong influencing and negotiation skills: proven abilities and track record in effectively influencing others without authority.
Business travel, by air or car, is required for regular internal and external business meetings.
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.