Digital Support Team Manager

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 Opportunity

As a Digital Support Team Manager, you will leverage a broad understanding of laboratory operations, digital solutions, and workflows to focus primarily on leading, managing, and developing a high-performing team of digital support professionals across Central Lab, Pathology, or Near Patient Care (NPC) franchises. Your primary objective is to enhance the customer experience and drive organizational success by providing exceptional people leadership, fostering a culture of high performance and accountability, and ensuring the team is equipped with the standard processes, training, and cross-functional resources necessary to successfully resolve challenges related to digital products, IT connectivity, and system integration. This role is critical in translating high-level technical strategy into field-level execution, fostering a culture of leadership excellence, and achieving key performance objectives for digital support.

As a Digital Support Team Lead, you will:

• Lead and Shape a High-Performing Team: Act as an exceptional people leader, leading the team of remote and field-based digital support resources. Serve as a trusted guide who focuses on coaching the team and guiding them to the right resources for complex challenges and advanced troubleshooting of IT connectivity, digital products, and system integration.

• Develop and Retain Top Talent (People Focus): Actively contribute to the development of the Digital Support team by focusing on coaching, performance management, and career progression, while ensuring team members are technically proficient and have the necessary training materials and direct support during customer engagements.

• Champion Customer Experience (Digital Focus): Build and maintain strong, collaborative relationships with key customer stakeholders, including IT departments. Empower the team to ensure a high level of customer satisfaction and create value within the customer’s lab operations, specifically related to digital solutions and system integration.

• Enable Strategic Business Alignment: Support the technical strategy for digital product upgrades and post-live solution optimization. Partner with internal stakeholders to architect customer support plans for post-live activities.

• Market Intelligence & Continuous Improvement: Champion a culture of continuous improvement by analyzing customer feedback on digital product features and IT connectivity. Partner across the organization to deliver these vital market intelligence insights and strategic recommendations to internal stakeholders and commercial teams, ensuring alignment on product evolution. 

• Optimize Operational Performance: Manage team resource deployment within a designated geographical area. Ensure consistent customer experiences by following Roche protocols and procedures. Maintain accurate and timely records of all service activities, customer interactions, and technical issues using Roche’s CRM system. Utilize key performance indicators (KPIs)—including resolution rates, first-time fix rates, and training completion metrics—to evaluate team performance, drive accountability, and continuous improvement.

• Collaborative Problem Solving: Work alongside Digital Support Technical Leads to efficiently route technical challenges and assist their teams in finding the correct answers and resources for complex issues.

Who you are:

• Bachelor’s Degree in Computer Science, Information Technology, Medical Technology, Life Sciences or equivalent education and/or work experience
• 3+ years of related experience in industry/diagnostics or equivalent (i.e., general IT, digital product lines/systems)
• 3+ years demonstrated ability to lead or manage work, coach and mentor junior staff and lead by example.

Preferred Qualifications:

• 2+ years of implementation and training specialist experience or related experience.

• Highly proficient in customer consultative skills, written/verbal communication skills, collaboration, problem analysis, decision-making, customer management, leadership, negotiation, persuasion, and conflict resolution.

• Critical leadership and influencing skills that drive successful collaboration, problem resolution, and overall customer and organizational success.

This role is not eligible for relocation benefits.

The expected salary range for this position based on the primary location of Indiana is $105,800 - 196,600 USD.  Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law.  A discretionary annual bonus may be available based on individual and Company performance.  This position also qualifies for the benefits detailed at the link provided below.

 Benefits

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. It is our policy and practice to employ, promote, and otherwise treat any and all employees and applicants on the basis of merit, qualifications, and competence. The company's policy prohibits unlawful discrimination, including but not limited to, discrimination on the basis of Protected Veteran status, individuals with disabilities status, and consistent with all federal, state, or local laws.

If you have a disability and need an accommodation in relation to the online application process, please contact us by completing this form Accommodations for Applicants.