Experteer Overview
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As Project Lead, you will drive the strategic execution and global rollout of Roche’s Autonomous Remote L1 Support Program, reshaping remote-support with an AI-first operating model. You will lead end-to-end, 24/7 omnichannel support, delivering core AI capabilities and ensuring seamless context transfers and global workflow harmony. You’ll apply ADKAR change management to enable adoption of self-service tools and AI features across regions, affiliates, and centers. This role sits at the intersection of strategy, technology, and operations, delivering substantial efficiency gains and long-term value. You will collaborate with cross-functional workstreams and senior leadership to steer the X:
Compensaciones / Beneficios
• Lead strategic direction and general execution of Autonomous Remote L1 Support Program across regions and centers
• Drive AI-first redesign of L1 workflows and harmonize regional SME processes into a global blueprint
• Coordinate milestones with external dependencies (CCaaS Hub rollout, infrastructure, GenAI)
• Define accountability and DoD criteria with Finance and Service Insights workstreams
• Embed ADKAR change management across rollout phases to drive readiness and adoption of self-service tools
• Lead and empower a multifunctional Project Core Team (PCT)




• Collaborate with Dia Service Strategy 2030+ workstreams and present to Steering Committee
• Manage ambiguous scenarios, stakeholder conflicts, and regulatory/scope constraints
Responsabilidades
• 5-7+ years in project/program management of complex cross-departmental or cross-site service transformations in Diagnostics or MedTech
• Experience leading AI/GenAI, Contact Center, or platform integration programs in global matrixed organizations
• Proven track record in global process harmonization and unified operational models
• Extensive Agile and gate-based project management experience
• Change management experience with ADKAR (certification is an advantage)
• Project management certification (IPMA/ PMI/ PRINCE2) is an advantage
• Strong financial literacy and experience tracking xqbhyrx budgets and business cases
• Domain knowledge of Diagnostics Customer Support, L1 contact center processes, and enterprise IT architectures is advantageous
• Excellent interpersonal, leadership, collaboration, and conflict resolution skills
• Strong communication and presentation skills for senior audiences
• Self-starter with minimal supervision in a fast-changing international setting
• English fluency; additional languages are a plus
• Willingness to travel 25-30%
Requisitos principales
• Annual bonus (target 20%)
• Private healthcare (LuxMed)
• Group life insurance (UNUM)
• Recharge Fridays (2 Fridays off per quarter)
• Flex Location
• Stock purchase additions

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