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The Position
Why Genentech We're passionate about delivering on Our Promise to improve the lives of patients and create healthier communities for all. We foster a culture of inclusivity, integrity and creativity while boldly pursuing answers to the world's most complex health challenges and transforming society.
Who We Are
Digital Experience is shaping the future of how Genetech connects with our patients and customers by harnessing the power of digital innovation and human-centered design. As healthcare evolves, we are bold in our approach - leveraging cutting edge AI, advanced digital engagement, end-to-end content management, human-centered design, and omnichannel strategies to create seamless, personalized, and meaningful experiences for our patients and customers. Genentech's mission is to push the boundaries of science to deliver life-changing medicines, and that requires a digitally enabled, human-centered approach to engagement. This is your opportunity to lead transformative change, integrating advanced technology with strategic vision to drive impact at scale. If you are passionate about redefining the healthcare experiences and building something extraordinary, we want you on this journey. Let's redefine what's possible together! This combined team guides Marketing, Customer Engagement, Medical Affairs, Public Affairs & Access ("CMG"), and other patient- and customer-facing teams across CMG to shape and drive a seamless, consistent, meaningful, and compliant experience for patients and customers across our interactions. The team is specifically accountable for:
Defining omnichannel standards, shaping engagement strategies, and designing seamless, consistent & meaningful patient and customer experiences. Accelerating, connecting, and enabling the development of digital solutions that enhance the patient and customer experience across CMG. Advancing the mission of seamless, consistent & meaningful patient and customer experiences that maximize patient impact while keeping compliance at the forefront.
This role will report to the Executive Director Digital Customer Engagement (CRM) Job Summary: The Product Owner for Customer CRM will lead the strategy and delivery of CRM Products that support Genentech's commercial and medical engagements across multiple customer types such as:
HCPs: Physicians, Nurses, Advanced Practitioners, etc Professional Contacts: Office Staff, Decision Makers, etc. Organized Customers: HCOs, MCOs, etc.
The Patient customer type is explicitly excluded from this role's product scope. This Product Owner oversees the end-to-end capabilities, features, and operations that enable seamless commercial and medical engagements, such as planning, call execution, field content sharing, and medical call center support. They are broadly responsible for ensuring that CRM strategies and capabilities are accelerating the organization's progress towards delivering great customer experiences, business impact and seamless experiences for our CRM internal users and stakeholders. The individual in this role will be responsible for the CRM roadmap creation and execution in partnership with stakeholders, and operations/technical partners. As the Product Owner for a key engagement channel, this individual will leverage deep expertise to oversee CRM capabilities, understand the needs of various customer types, and support both current (e.g., commercial and medical field teams) and potential future users (e.g., Marketing). They will assess customer, business and users needs, identify opportunities for automation and innovation, and implement scalable solutions. Key Responsibilities
Drive the innovation of our Customer CRM for a variety of CMG use cases spanning the entire customer journey Develop and implement cross-product strategies that align with the strategic objectives of Patients, Customers, and the Enterprise. Works with peers, VP and SVP level leaders across CMG to sense, gather, and define business requirements, customer insights, market opportunities, user feedback/input, and technology trends to shape the overall Customer CRM strategy and secure buy-in. Shape digital-forward Customer CRM vision and product standards leveraging knowledge of industry/competitive trends and pulling through product suite strategic business priorities. Drive the Customer CRM vision and product standards by aligning with senior enterprise business stakeholder priorities, technical team capabilities, and process opportunities - ensuring seamless integration and strategic focus. Demonstrates mastery in developing business cases to drive experimentation within the product-oriented model and team for new cross-product innovation, integration, and features. Define target users in collaboration with Analytics partners, deeply understand user research, prioritize key features and functionalities, and set clear performance objectives, balancing business requirements with an exceptional end-user experience. Accountable as the central owner of the Customer CRM Product lifecycle and roadmap, overseeing product strategic planning, digital-forward operational execution, delivery milestones, and business outcomes with measurable impact through adoption and sustained engagement. Leverage automation and AI to enhance CRM capabilities, optimizing customer engagement, streamlining workflows, and driving business outcomes. Collaborate with cross-functional teams to implement scalable AI solutions that improve CRM experience and overall product innovation Drive advancement and integration of CRM capabilities, including Veeva Link, Engage, CLM, MIRF, Medical Information Request Fulfillment, Direct Call Center Contact, Integrated Telephony, etc. As part of future vision and capability development, identify opportunities to integrate and apply best practices across both commercial and medical Customer CRM Products. Evangelize the role of Customer CRM in achieving enterprise objectives, communicating their value proposition and roadmap(s) to senior leaders and organization-wide stakeholders. Define policy for headcount and investment allocation both in the near-term and long-term to drive desired business outcomes. Align business outcomes with technical feasibility and priorities and investments to ensure product delivers both business value and technical performance in collaboration with the Technical Product Managers. Expertly drive alignment of roadmaps and initiatives with applicable Business Product Owners / Suite Stewards to meet business and internal customer needs. Partner with business stakeholders and technical teams to construct and maintain a prioritized product backlog. Ensure that user experience with Customer CRM is optimized and products are designed around users workflows. Partner with Global product managers to drive effective collaboration for shared learnings and efficiencies. Accountable for ensuring teams deliver a business-relevant product that meets business needs via collection, alignment, and implementation of feedback from stakeholders while meeting larger business objectives Ensure collaboration with Senior Leaders, end-user Activation Teams, and Learning and Skills Development to support adoption -- providing materials and domain expertise for training and change management.
Comply with all laws, regulations and policies that govern the conduct of Genentech activities. Leverage and understand executive insights from measurement and optimization Business Product Owners to direct product advancements and operations of product teams.
People
Lead, mentor, and manage the Customer CRM Product team, fostering an exemplary employee experience, including a culture of collaboration, innovation, and accountability. Provide guidance, training, and career development opportunities for team members. Allocate and shift resources effectively to ensure balanced workloads and optimized team performance and business impact. Cultivate an environment of both accountability and performance-based incentives with ongoing and annual performance management and rewards and recognition of all direct reports. Lead or oversee inclusive hiring of direct and indirect reports.
Minimum Candidate Qualifications and Experience
Bachelor's degree in business, technology, operations, science, marketing, or a related field. 10-12+ years of experience, with 5+ years in product management, digital product operations, or equivalent experience. Ability to own and manage the full product lifecycle, including visioning, roadmap creation, execution, and impact measurement. Proven expertise in driving product innovation based on industry trends and measurement and optimization insights. Fluency / comfort with data systems, technology platforms, and integrations to inform strategic product decisions. Advanced proficiency in budget management, resource allocation, and stakeholder alignment for cross-functional collaboration. Strong leadership and team management abilities, with experience in coaching, developing, and inspiring talent (direct or indirect). Excellent communication and leadership abilities to drive change, influence stakeholders, and evangelize the product vision. Experience working in an agile setting or bringing agile best-practice mentorship to the team. Experience collaborating with Legal, Compliance, and Privacy teams to ensure adherence to governance and regulatory standards, and help influencing and evolving standards where needed
Additional Desired Candidate Qualifications and Experience
Advanced degree, or equivalent experience (e.g., MBA or related graduate-level qualification). Experience in healthcare, pharmaceutical, or highly regulated industries. Proven success in managing large-scale, complex projects requiring strategic planning and operational execution. Advanced knowledge of workflow tools, automation systems, and compliance frameworks. Experience with omnichannel/digital marketing solutions or CRM systems.
Location
This position is based in South San Francisco, CA Relocation assistance is not available at this time.
The expected salary range for this position based on the primary location of South San Francisco, California $199,500/yr to $370,500/yr. Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law. A discretionary annual bonus may be available based on individual and Company performance. This position also qualifies for the benefits detailed at the link provided below. Benefits #LI-CM4 #BoFT Genentech is an equal opportunity employer, and we embrace the increasingly diverse world around us. Genentech prohibits unlawful discrimination based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin or ancestry, age, disability, marital status and veteran status.
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Genentech
relocation assistance
Feb 21, 2025