Head of Service Excellence and Customer Support — Roche

Full description

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 Visionary Leader: Head of Service Excellence & Customer Support

Location: Zagreb (Croatia) or Ljubljana (Slovenia) | Office-based with expected travel across the affiliate 30% Division: Roche Diagnostics Adriatic Reports to: Country Manager, Diagnostics Adriatic

Successful candidate must be based in Croatia or Slovenia. We don't provide relocation support for this role.

About the Role

Are you a leader who loves helping people grow while ensuring customers get the best service support possible? As the Head of Service & Customer Support Excellence, you are the chief architect of Roche Diagnostics Adriatic’s service ecosystem. This role goes far beyond oversight - it is about driving long-term customer impact and operational excellence across Slovenia, Croatia, and Bosnia and Herzegovina. Leading with a bold strategic vision, you will manage the department’s budget and efficiency, transforming technical support into a high-value growth driver for the Roche enterprise. At its core, this position is about people. You will cultivate a supportive, inclusive environment where every team member feels a genuine sense of belonging. Your mission is to champion continuous professional development and maintain deep team connectivity as we scale together across our affiliate. As a senior leader in our Adriatic team, you will help shape our local business strategy. You will focus on making sure our service and customer support is top-notch, which ultimately helps our customers and patients get the results they need.

Key Responsibilities

Setting the Direction: You will define the future of our service department and advise the leadership team on how to achieve our goals. Further:

• Focusing on Customers: You will lead our service and customer support teams to make sure every customer has a great experience when they need help.
• Working Together: You will build strong relationships with other departments like Sales and Marketing, and connect our local team with our regional partners.
• Improving Operations: You will manage the department's budget and use data to make smart decisions about how we work and what we need to be successful.
• Coaching the Team: You will spend time coaching and mentoring your team. We want you to create a culture where people feel safe, supported, and encouraged to learn and grow every day.

What You Bring to the Team

We are looking for a visionary leader who is great at solving problems, stays calm under pressure, and naturally looks at the "big picture" while remaining ready to dive into the details to support a customer or team member.

• Education: A university degree in Engineering, Life Sciences, or a related field.
• Experience: At least 3 years of experience managing teams in technical support, medical devices, or the pharmaceutical industry.
• Leadership: A proven track record of leading other managers, handling budgets, and collaborating effectively across diverse departments.
• Business Acumen: A strong understanding of how a business runs, with the ability to use data and metrics to improve team operations.
• Languages & Travel: Fluency in English and at least one local language of the region. A valid driving license and a willingness to travel across the affiliate are required.
• People Skills: A natural ability to build diverse teams and guide them through organizational change with kindness, empathy, and clear communication.

Candidate Selection Process

We review CVs and contact the most suitable candidates only