Head of Product Global Operations

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position

The Senior Product Leader is accountable for the entire product or service lifecycle, from initial ideation and strategic planning through to launch, scaling, and eventual retirement of a complex product. This role is pivotal in transforming scientific and business needs into tangible, high-value technology solutions. You will be responsible for defining the product vision, strategy, and roadmap, ensuring it aligns with the overarching goals of our organization and ultimately accelerates the delivery of life-changing diagnostics and medicines to patients. This role demands a distinctive combination of scientific inquisitiveness, technical proficiency, and business insight to successfully navigate the landscape.

Your primary objective is to lead engineering and service teams building desirable, feasible, viable, and sustainable products that meet the evolving needs of our internal users while maintaining strict compliance with relevant industry standards.

Description of the area

Digital Operations and Reliability (DOR) exists to radically transform how we support and operate systems and platforms by leveraging knowledge, automation, and AI across a headless enterprise landscape. It is the canonical single point of aggregation for operational data to enable a move from reactive, "manual-heavy" operations models to a software-defined enterprise. The DOR function ensures the proactive management and maintenance of the optimal performance, reliability, and availability of key RDT enterprise-wide digital platforms and Infrastructure, minimizing disruption to critical business processes across the value chain, and guaranteeing compliance.

The Global Operations Lead is a member of the DOR LT and primarily owns the Incident Management & Continuity (24/7 365) Global Operations Support for critical systems and beyond. To assure these products and services, In addition, this team will champion the design and implementation of good Change Management, Problem Management, and Operational Data Quality & Enablement: ensuring high quality operational data standards and practices enabling asset management and compliance for practices for alignment and adoption across relevant RDT organizations.

Global Operations service provides 24x7 service support and acts as the primary interface for end users, executing initial ticket handling, device alarm monitoring, and basic troubleshooting to ensure swift service restoration. Critically, it also owns the Major Incident Management (MIM) for high-severity outages, chairing the Change Advisory Board (CAB) to govern planned changes, and leading Problem Management to conduct root cause analysis and implement permanent preventative measures, thus proactively improving overall system stability and service quality.

Job Responsibilities

• Global Support Centralization and Standardization Focuses on consolidating all Level 1 demand into a single 24x7 entry point to definitively eliminate operational fragmentation across all business areas. This centralization is critical because it provides end-to-end visibility of our infrastructure and establishes the necessary scale to implement advanced technologies consistently across the enterprise.

• Synergy with Major Incident Management (MIM): AI-powered foundation enables profound synergy with the MIM team by acting as an intelligent first line of defense that drastically reduces noise and 'fake alerts'. This ensures we empower the MIM team with precise data from the outset, which is essential to streamline stakeholder communications, accelerate service restoration, and ensure the end-to-end tracking of underlying problems

• AI Adoption and Automation for Efficiency: Leverage this new scale to accelerate AI adoption and automate repetitive, manual tasks. By using Artificial Intelligence to identify incident patterns, this team will drive structural cost optimization and successfully shift our operations from reactive ticket handling to proactive service management

• Strategy & Vision Accountable for setting the direction for a complex product and ensuring that it achieves business outcomes and financial objectives. Monitor business, market, and technology trends to inform product strategy and proactively propose new solutions. Proactively integrate relevant AI capabilities into the product roadmap. Define, track, and communicate relevant KPIs for the product to measure its performance and contribution to business goals and strategy.

• Customer-Centricity Establish a clear and aspirational vision for the end-to-end user experience across all touchpoints and product lines. Proactively identify emerging trends and market shifts to inform the long-term product roadmaps and maintain a competitive advantage. Define and track KPIs and use this data to inform product iterations.

• Product Lifecycle & Portfolio Mgmt. Own the end-to-end product lifecycle for a complex product or products in a portfolio, and influence the long-term product strategies and roadmaps of related products. Identify new opportunities for innovation and growth. Identify and capitalise on emerging market trends and technologies to shape the future of the industry and to create new opportunities for the company.

• Stakeholder Collaboration Move beyond team collaboration to orchestrating a broader ecosystem of internal teams, external software vendors (SaaS), and academic partners through integrated platform strategies and robust API management. Influence a wider range of stakeholders, including senior leadership and key external partners.

• Team Leadership & Development Identify and lead initiatives to improve the product management team's processes, tools, and best practices. Coach other product managers and team members on effective stakeholder communication and collaboration techniques. Actively contribute to a strong product culture by advocating for customer-centricity, data-informed decision-making, and continuous learning.

• Performance & Optimization Focus on the long-term growth and strategic performance of a complex product or a significant area of the business. Connect product performance to broader business outcomes and guide the optimization strategy.

• Financial & Resource Mgmt. Develop multi-year financial forecasts and strategic plans for the product area in collaboration with operation leads and other product managers. Strategically allocate resources across multiple product teams or initiatives to ensure alignment with the broader business objectives and maximize portfolio ROI.

Qualifications

Education / Experience

• 10+ years of experience in product management, business analysis, or a similar role, with a proven track record of launching and managing technology products

• 5 years experience ITSM Practices and Tools (e.g. SNOW)

• 3 years experience of Observability tools (e.g. Grafana, LogicMonitor, Splunk etc.)

• 2+ years of experience in the pharmaceutical, biotechnology, or regulated healthcare technology industry

• 2+ years of experience in a leadership role managing multidisciplinary technical teams

Technical Skills

• Strong understanding of the product discovery and development lifecycle. Familiarity with GxP, FAIR data principles, and data privacy regulations (GDPR).

• Understanding of modern software architecture (e.g., microservices, APIs, cloud platforms). Familiarity with data science and AI/ML concepts is required.

Leadership skills (where applicable)

• Ability to translate high-level business and scientific goals into a concrete product vision and roadmap.

• Exceptional communication and influencing skills, with the ability to manage expectations and align diverse groups (scientists, engineers, executives) towards a common goal.

• Proven ability to lead, mentor, and develop a high-performing team of engineering managers and/or product managers.

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Who we are

A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let’s build a healthier future, together.

Roche is an Equal Opportunity Employer.