GPC Operation Support Specialist

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

The Operation Support Specialist plays a crucial role in enhancing the operational efficiency of Global Patient Care (GPC) by closely collaborating with digital teams, consolidating business demands for support solutions, coordinating run support activities, and ensuring seamless collaboration with global operational hubs. This role provides critical operational support, contributing to the success of patient-centered service delivery and operational excellence across Roche Diagnostics.

Collaborating closely with the GPC leadership team, the GPC Operation Support Specialist acts as the primary liaison between operational hubs, digital teams, and global stakeholders. This role ensures seamless communication and coordination for digital solutions, consolidates demands for business support systems, and proactively addresses technical issues by engaging the appropriate teams. By driving efficient resolution processes and fostering collaboration, the Specialist ensures operational continuity and contributes to delivering high-quality, patient-centered healthcare services.

Key Accountabilities

The Operation Support Specialist enhances the operational efficiency of Global Patient Care (GPC) by collaborating with digital teams, consolidating business demands, and addressing technical issues. Acting as a primary liaison between operational hubs, digital teams, and global stakeholders, this role ensures seamless communication, operational continuity, and patient-centered service delivery.

Process Optimization and Business Requirements:

• Collaborate with stakeholders to identify opportunities for systems and process improvements at a global level
• Raise business requirements for process optimization, ensuring alignment with business needs and the capabilities of IT solutions
• Analyze the impact of process or system changes on other systems and processes, providing insights to ensure holistic solutions
• Partner with process owners and stakeholders to ensure that process and system designs maximize functionality, efficiency, and alignment with global strategic goals
  
  

Digital and Technical Solution Integration:

• Act as an interface between GPC and digital solution teams, advancing the delivery of solution improvements and driving continuous process optimization
• Translate business needs into technical requirements for delivery by respective teams, ensuring global alignment and scalability
• Maintain a comprehensive understanding of integration points across systems and processes to guide the development of robust business requirements
  
  

Stakeholder Engagement and Strategic Guidance:

• Engage with internal and external stakeholders to support business process and technical changes, ensuring alignment with operational goals
• Educate and manage expectations between business and IT colleagues, balancing prioritization with global alignment
• Represent business needs by influencing system changes and recommending process improvements, acting as a strategic advisor for process owners
  
  

Governance and Solution Request Management:

• Manage the intake and evaluation of solution requests, ensuring they are addressed with a global perspective when applicable
• Provide direction on governance frameworks to assess whether requests align with regional or global priorities
• Facilitate decision-making and communication across required groups for process and system changes
  
  

Continuous Improvement and Knowledge Sharing:

• Identify and implement global improvement plans to enhance operational efficiency, partnering cross-functionally with internal and external stakeholders
• Maintain and continuously improve processes within the GPC organization by identifying opportunities to eliminate waste and streamline workflows
• Serve as a resource for information and guidance during the implementation of solutions, ensuring operational alignment with strategic goals
• Provide actionable insights to leadership teams and regional operations to drive continuous improvement
  
  

Who You Are

We are looking for an experienced professional with a strong background in Customer Care, specializing in operational support, system and process implementation, and optimization. This role is ideal for someone with a passion for driving efficiency, enabling impactful healthcare solutions, and collaborating in a dynamic, regulated environment.

• Education: Bachelor’s degree or equivalent experience in operations, digital solutions, project management, or a related field
• Experience: Minimum of 5 years in operational support, system and process implementation and improvement, or related roles, preferably in a regulated or healthcare environment
• Demonstrated ability to quickly comprehend complex processes and take ownership with autonomy and flexibility
• Process and System Knowledge: Proven ability to analyze, design, and optimize business processes, including translating business needs into technical requirements
• Collaboration and Stakeholder Management: Demonstrated success in partnering with cross-functional teams, influencing technical and business stakeholders, and ensuring alignment with organizational goals
• Technical Expertise: Familiarity with digital solutions, system integrations, and process automation; ability to identify how system and process changes affect overall operations
• Project Management: Experience managing projects, preferably with knowledge of Agile methodologies, change management, and governance frameworks
• Strategic Thinking: Ability to act as a strategic advisor, representing business needs and recommending system and process improvements to maximize IT capabilities
• Communication and Negotiation: Excellent communication, organizational, and negotiation skills with the ability to present insights and business cases effectively to stakeholders
• Problem-Solving: Strong analytical skills to identify, prioritize, and resolve technical and operational challenges
• Adaptability: A growth mindset with the ability to navigate a fast-paced, diverse, and intercultural environment
• Language Skills: Fluency in English is required; proficiency in Spanish, German or other relevant languages is an advantage
• IT Proficiency: Strong IT navigation skills and a demonstrated ability to quickly learn and adapt to new technologies
• Travel Flexibility: Willingness to travel as needed to support global initiatives
  
  

This role requires a results-oriented professional who is customer-focused, solutions-driven, and committed to continuous improvement in advancing patient-centered healthcare operations.

Who we are

A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let’s build a healthier future, together.

Roche is an Equal Opportunity Employer.