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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.
- Experience leading AI, GenAI, Contact Center, or platform integration programs in a global, matrixed organization.
- Proven track record in global process harmonization of disparate regional workflows.
- Experience with Agile project management methodologies and gate-based frameworks.
- Change management experience with practical knowledge of ADKAR (certification an advantage).
- Project management certification (IPMA, PMI, PRINCE2) an advantage.
- Strong financial literacy with budgeting, business cases, and impact metrics tracking.
- Domain knowledge of Diagnostics Customer Support, L1 contact center processes, and enterprise IT architectures is advantageous.
- Excellent interpersonal, leadership, collaboration, and conflict-resolution skills.
- Excellent communication and presentation abilities for senior management and steering committees.
- Self-starter capable of working with limited supervision in a fast-changing international setting.
- Fluency in English; additional languages are assets. xugodme
- Willingness to travel 25–30% of the time.

Requisitos principales

- Annual bonus (target 20%)
- Private healthcare (LuxMed)
- Group life insurance (UNUM)
- Recharge Fridays (2 Fridays off per quarter)
- Flex Location
- Stock purchase options

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