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Technical Product Manager- Global Customer Support
hace 2 meses
Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people's varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.
The Position
WHO WE ARE
At Roche, we are passionate about transforming patients' lives, and we are bold in both decision and action - we believe that good business means a better world. That is why we come to work every single day. We commit ourselves to scientific rigor, unassailable ethics, and access to medical innovations for all. We do this today to build a better tomorrow. Roche is strongly committed to a diverse and inclusive workplace. We strive to build teams that represent a range of backgrounds, perspectives, and skills. Embracing diversity enables us to create a great place to work and to innovate for patients.
JOB SUMMARY
The Technical Product Manager (TPM) will be part of the Global Customer Support (GCS) organization and focused on the solutions that Roche Information Solutions (RIS) is developing for the Clinical and Patient Insights area.
The TPM serves as a subject matter expert for service requirements through all phases of the product life cycle including the structuring of framework service concepts during product development. Also represents GCS and the service and support community in all aspects of development, including product launch, implementation, and on-going support. This responsibility extends to co-management of key projects and project reporting and escalation of service concerns to the GCS Functional Lead and Department Leader.
MAIN TASKS
Drive business results and customer value
Be accountable as GCS Project Leader for the GCS deliverables in a new product development project and upgrades & updates.
Be accountable as the GCS Technical Product Manager for the entire RIS Clinical and Patient Insights Product Life Cycle from a support & service perspective (E2E: from product development to on-market).
Be accountable as the Squad Lead for the delivery of the product squads towards the Clinical and Patient Insights Customer Areas' priorities.
Contribute & Prioritize the GCS Network's key objectives and ensure alignment thereof with the Customer Area's business strategy OKRs/ Outcome based Planning.
Contribute to a long term vision of support & training for the product with its Squads and resource request planning.
Own service requirements and harmonize them across the RIS product portfolio in collaboration with the other GCS RIS networks/TPMs.
Continuous monitoring of the support of the product line throughout the life cycle.
Act as key interface for local affiliates, regions, the global service organization and customers with respect to addressing and resolving their concerns regarding respective solutions/products.
Advance the work of the network, making trade-offs and breaking down silos
Coordinate with Chapters (like implementation, support and training and central delivery) to aggregate upcoming Life Cycle Teams' needs and upcoming priorities.
Own decisions regarding prioritization of work and resource allocation within individual product Squads in the Network.
Break down silos and improve working effectiveness as an 'integrator' across the organization as needed; in particular through collaboration with other stakeholders (e.g. LCT, region, affiliates, GCS KLS) to resolve escalated bottlenecks and dependencies, as well as rebalance work & help in line with greater strategic priorities.
Empower and Lead Product Squads within the Network
Lead and empower a small team of squads (such as product squad) with the guiding principle We all lead.
Define acceptance criteria for Squad outcomes and provide feedback on work-in-progress to ensure alignment and autonomy.
Ensure Squads proactively seek out and consider the voice of the customer in defining their priorities and outputs.
Enable the organization's New Ways of Working
Act as role-model for Agile Leadership behaviors, as well as for our culture, mindset & behaviors as defined in We@RocheDiagnostics.
Model behaviors to support the organization's transformation to new, more Agile Ways of Working – e.g. new decision making/governance practices, collaboration, etc.
Others
Permanently optimizes processes in order to increase quality and efficiency standards.
Responsible for service and support related product audit.
Clinical and Patient Insights product scope: navify Tumor Board, navify Clinical Hub and navify Apps, navify Algo Suite, navify Cervical Screening, navify Smart Testing, IRISe, navify Platform, Floodlight MS, Remote Patient Monitoring.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each responsibility satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the responsibilities.
Education: Bachelor's/ Master's Degree in IT, Computer Science, Management Information Systems, or Clinical Biochemistry or Medical-technical background with IT knowledge.
Experience:
3-5 years in providing Customer services (support, implementation, training).
Experience working in or with Healthcare Providers (ideally within the Roche business).
Experience with managing in a matrix organization and Technical Product Management.
Experience advanced troubleshooting on SaaS based products with AWS, Azure, or Google Cloud.
Hands on system administration experience and working knowledge of virtualization systems (Hyper-V, XEN, KVM, VMware).
Experience with system configuration and networking (DNS, DHCP, rout tables and routing).
Supporting APIs, HL7, FHIR for exchanging electronic health records.
Knowledge, Skills and Abilities:
Possesses excellent communication, organizational and logical thinking skills. Communicates complex and unfamiliar ideas and solutions easily to internal and external customers with little or no technical knowledge.
Ability to work independently on multiple tasks of broad scope with minimal guidance or supervision.
Consistently implement and utilize effective Project Management principles across multiple complex projects and with cross functional teams and mentors team members in adoption of product management principles and techniques.
Demonstrates Roche cultural beliefs and mentors others in the actions necessary to demonstrate observable behaviors consistent with principal level responsibilities.
Ability to lead international cross functional projects to common objectives and communicate effectively with internal customers across functional areas and regions.
Courteous and customer oriented. Collaborates extensively with internal customers to provide total support solutions by interacting with regional and affiliates and by taking into account business needs and challenges, as well as affiliate needs.
Flexibility to work customer business hours, if required including evenings and weekends.
Fluent in English.
Based on business needs, both domestic and international travel may be required - up to 25%.
Who we are
At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we've become one of the world's leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.
Roche is an Equal Opportunity Employer.
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