Project Lead in Meylan

Chez Roche, vous pouvez être vous-même et être apprécié pour les qualités uniques que vous apportez. Notre culture encourage l'expression personnelle, le dialogue ouvert et les connexions authentiques, où vous êtes valorisé, acceptés et respectés pour ce que vous êtes, vous permettant de prospérer tant personnellement que professionnellement. Voici comment nous visons à prévenir, arrêter et guérir les maladies et à garantir à chacun l'accès aux soins de santé aujourd'hui et pour les générations à venir. Rejoignez Roche, où chaque voix compte.

La position

Project Lead is accountable for driving the strategic execution, global rollout, and business impact of the Autonomous Remote L1 Support Program, redesigning Roche’s remote-support experience around an AI-first operating model. You will lead the implementation of an end-to-end, 24/7 support ecosystem across voice, chat, digital, and connected-service channels, delivering core AI capabilities (including Voicebot Case Creation, Predictive Routing, and First-Contact Resolution).

Will ensure seamless, zero-friction omnichannel context transfers, global workflow harmonization across priority focus regions, and robust change management using the ADKAR model. Aligned with Dia Service Strategy 2030+ governance, your role is pivotal in driving operational efficiency, scaling autonomous resolution, and unlocking significant long-term value and operational savings across Diagnostics Customer Support.

Key Responsibilities:

• Lead the strategic direction and global execution of the Autonomous Remote L1 Support Program to maximize customer adoption and positive business impact across regions, contact centers, and affiliates.
• Drive the AI-first process redesign of L1 support workflows, harmonizing fragmented regional SME processes across focus affiliates into a single global blueprint.
• Synchronize program execution and milestones with critical external dependencies, including the Contact Center as a Service (CCaaS) Hub rollout, core infrastructure, and GenAI frameworks.
• Establish clear accountability frameworks, strict Definition of Done (DoD) phase-gate criteria, and benefit tracking mechanisms in close partnership with Global Service Finance and Service Insights workstreams.
• Embed the ADKAR change management framework across all rollout phases to evaluate organizational readiness, overcome agent behavioral resistance, and drive active adoption of self-service tools and AI capabilities.
• Establish, lead, and empower a multifunctional Project Core Team (PCT), creating a positive, high-urgency environment aligned with joint program ambitions.
• Collaborate closely with Dia Service Strategy 2030+ execution workstreams (Finance, Service Insights, Change Management, Communications, Execution) and represent the program to the Steering Committee and senior management.
• Manage ambiguous business situations, resolve stakeholder conflicts, and proactively address technical, regulatory, and scope constraints (e.g., local compliance, language capabilities, and legacy instrument decommissioning timelines).

Qualifications:

• 5–7+ years of experience in project or program management leading complex cross-departmental or cross-site service transformation initiatives in Diagnostics or MedTech.
• Demonstrated experience leading complex AI, GenAI, Contact Center, or platform integration programs in a global, matrixed organization.
• Proven track record in global process harmonization, with the ability to align disparate regional SME workflows into a unified operational model.
• Extensive experience with project management methodologies in Agile environments and gate-based Project Frameworks.
• Extensive change management experience across project styles, with practical knowledge of the ADKAR model (change management certification, e.g., Prosci, is an advantage).
• Project management certification (e.g., IPMA, PMI, PRINCE2) is an advantage.
• Strong financial literacy with experience tracking large-scale project budgets, managing business cases and tracking financial impact metrics.
• Domain knowledge of Diagnostics Customer Support, L1 contact center processes, and enterprise IT architectures is a strong advantage.
• Excellent interpersonal, leadership, collaboration, and conflict resolution skills to navigate schedule-sensitive and resource-constrained environments.
• Excellent communication and presentation skills, including delivering effective presentations to senior management and executive steering committees.
• Self-starter with the ability to work with minimum or no supervision in a fast-changing international setting.
• Fluency (spoken and written) in English is mandatory; additional languages are an asset.
• Willingness to travel up to 25–30% of the time.

Qui nous sommes

Un avenir plus sain nous pousse à innover. Ensemble, plus de 100 000 employés à travers le monde sont dédiés à faire progresser la science et à garantir à chacun l'accès aux soins de santé aujourd'hui et pour les générations à venir. Nos efforts aboutissent à plus de 26 millions de personnes traitées avec nos médicaments et plus de 30 milliards de tests réalisés avec nos produits de Diagnostique. Nous nous encourageons mutuellement à explorer de nouvelles possibilités, à favoriser la créativité et à conserver nos grandes ambitions, afin de fournir des solutions de santé qui changent des vies et ont un impact mondial.

Construisons ensemble un avenir plus sain.

Roche est un employeur offrant l'équité en matière d'emploi.

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