Lead Customer Success Manager Order-to-Cash — 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 At Roche Diagnostics, we are redefining the global customer journey through integrated end-to-end supply chain and operational excellence. Our team focuses on driving consulting excellence across our commercial affiliates and regions, establishing global best practices, and enhancing visibility and performance across the affiliate network. By utilizing data, process insights, and IT systems, we collaborate within the O2C Customer Journey / Value Stream Committee to support portfolio prioritization, roadmap definition, and strategic decision-making that delivers real impact and measurable results across our division. We are seeking a Lead Customer Success Manager Order-to-Cash to step into a pivotal, high-impact role. In this position, you will act as a trusted strategic advisor and sparring partner to our senior executive leadership and O2C Value Stream representatives. You will conduct high-impact consulting engagements, identify strategic efficiencies, and drive the sustainable implementation of global best practices, directly transforming how Roche manages Order-to-Cash operations globally. The Opportunity

• Lead Strategic Consulting Engagements : Drive high-impact O2C consulting engagements across commercial affiliates and regions to optimize processes, assess current performance, and translate insights into executable, performance-driven roadmaps.
• Serve as a Trusted Advisor : Act as the primary advisor and sparring partner for regions, affiliates, and senior stakeholders; mentor consulting initiative owners to ensure optimal engagement, aligned expectations, and successful delivery of business priorities.
• Champion Continuous Improvement: Drive innovation by actively engaging affiliates to enhance all enablers, including Process Design, People & Organization, Policies & Guidelines, Measurement & Motivation (e.g., Process Insights), Business Data, and IT Systems & Technology.
• Represent the O2C Customer Journey : Serve as the face of the Value Stream toward regions and affiliates, facilitating access to enablers, providing expert guidance on best practices, and bringing affiliate needs back to the broader global O2C network.
• Develop Scalable Frameworks : Deliver consulting excellence by developing market-oriented O2C consulting packages, business cases, and implementation roadmaps that drive measurable performance improvements across process, people, data, systems, and governance.
• Monitor Performance & Solve Challenges : Leverage Customer & Process Insights to proactively monitor performance, recommend improvements, and connect affiliates with the right internal networks to solve complex business operations and functional challenges.
• Drive Governance & Capability Building : Contribute actively to the O2C Value Stream Committee to support portfolio prioritization and strategic decision-making, while serving as the primary reference point for O2C training, capability-building content, and expert escalation. Who You Are
• Educated and Experienced Professional: You hold a Master's degree in Business Administration, Information Technology, or a related field, with 10+ years of consulting and healthcare experience (ideally in the Diagnostics business), including a minimum of 5 years in Commercial Operations, Supply Chain, or Business Process Management.
• O2C and Supply Chain Expert : You possess an in-depth understanding of O2C business operations, customer experience frameworks, and end-to-end Diagnostics supply chain operations—includ