Experteer Overview

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As Project Lead, you drive the global rollout and impact of Roche’s Autonomous Remote L1 Support Program in an AI-first operating model. You’ll lead end-to-end redesign of L1 support, delivering a seamless omnichannel experience with AI capabilities. You collaborate with cross-functional teams and external dependencies to harmonize regional processes into a worldwide blueprint. You help unlock long-term value and operational savings for Diagnostics Customer Support while navigating change across a multinational setting. This role offers the chance to shape remote-support strategy and influence digital transformation at scale.

Compensaciones / Ventajas
• Lead the strategic direction and global execution of the Autonomous Remote L1 Support Program across regions, contact centers, and affiliates.
• Drive AI-first redesign of L1 support workflows, consolidating regional SME processes into a single global blueprint.




• Coordinate milestones with critical dependencies, including CCaaS Hub rollout, core infrastructure, and GenAI frameworks.
• Establish accountability, DoD phase-gate criteria, and benefit tracking with Global Service Finance and Service Insights.
• Embed ADKAR change management across rollout phases to assess readiness and drive adoption of self-service tools and AI capabilities.
• Form and empower a multifunctional Project Core Team (PCT) aligned with program ambitions.
• Collaborate with Dia Service Strategy 2030+ execution streams and represent the program to Steering Committee and senior management.
• Navigate ambiguous business situations, conflicts, and constraints (regulatory, language, legacy decommissioning timelines).

Responsabilidades
• 5–7+ years of project or program management experience leading complex cross-departmental or cross-site service transformations in Diagnostics or MedTech.

📌 Project Lead (San Cugat del Vallés)
🏢 Roche
📍 San Cugat del Vallés