Experteer Overview
In this role you lead a high-performing GPC Service Performance team to meet general patient care objectives. You design staffing and performance models, oversee forecasting and KPI frameworks, and ensure data-driven decisions across a multi-channel operation. You collaborate with cross-functional stakeholders and report to GPC leadership to enable timely course corrections and a consistent customer experience. You’ll play a key part in driving operational excellence and inclusive team culture at Roche.

Compensaciones / Beneficios
• Develop and execute service performance strategies to meet global efficiency goals
• Lead and develop a high-performing GPC Service Performance Specialists team
• Oversee forecasting processes and capacity planning across channels
• Design, maintain, and validate global KPI frameworks for data-driven decisions
• Analyze performance data and provide insights for operational course correction to leadership
• Coordinate with internal/external stakeholders to align forecasts and partner outcomes with KPIs
• Collaborate with global reporting teams to ensure high-quality, validated data for leaders
• Ensure data integrity and governance across performance metrics




• Monitor productivity and identify opportunities for continuous improvement
• Participate in or manage projects to develop infrastructure and administration processes in the performance area
• Foster an inclusive, cross-functional team environment across multiple locations
• Drive talent acquisition, onboarding, coaching, performance evaluations, and succession planning
• Ensure adherence to Pu0026C and compliance policies with a culture of integrity

Responsabilidades
• Bachelor’s degree or equivalent professional experience
• Proven leadership experience in an international setting and multi-channel contact center
• 3-5 years in Service Performance, Forecasting, and Operational Analytics
• Strong analytical skills and comfort with complex data
• Strategic planning and independent decision-making abilities
• WFM and Reporting tool experience (highly preferred)
• Proven people management and coaching skills
• Change management experience and track record of operational excellence
• Result-oriented, customer-centric with growth mindset
• Excellent communication, empathetic and solution-oriented
• Fluent spoken and written English

Requisitos principales
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📌 GPC Service Performance Lead (San Cugat del Vallés)
🏢 Roche
📍 San Cugat del Vallés