Senior Director, Patient CRM

Who We Are: The Digital Experience team at Genentech is focused on shaping the future of patient and customer connections through digital innovation and human-centered design. They use AI, digital engagement, content management, human-centered design, and omnichannel strategies to create personalized and meaningful experiences. Genentech aims to be digitally enabled and human-centered in their approach to engagement to deliver life-changing medicines.

This team guides various departments within CMG to ensure seamless, consistent, meaningful, and compliant interactions with patients and customers, aiming to be digitally enabled and human-centered in delivering life-changing medicines.

This role will report to the Executive Director Digital Customer Engagement

Job Summary:

The Product Owner for Patient CRM will lead strategy and delivery of Patient CRM Products across the enterprise, overseeing CRM Products such as Patient Field Relationship Management and Patient Access CRM. This role ensures CRM capabilities drive exceptional patient experiences and business impact by:

• Developing a seamless CRM experience for internal users, allowing them to focus more on patient needs.

• Creating a cohesive capabilities experience anchored on a Patient CRM Product strategy, enabling internal teams to be proactive and synchronized in supporting patients.

• Reducing administrative burden by maximizing the use of CRM Product capabilities and implementing smart workflows that minimize reliance on offline tools like spreadsheets and scheduling systems.

Key responsibilities include defining and executing the CRM roadmap in collaboration with stakeholders, operations, and technical teams. As the owner of a critical engagement channel, this individual will leverage deep expertise to optimize CRM capabilities, address end user and stakeholders communities and patient/caregiver needs, identify opportunities for automation and innovation, and implement scalable solutions.

Key Responsibilities

• Serve as the Product Owner for Patient CRM, accountable for the product vision, strategy, and roadmap that supports engagement across field teams, access teams, case managers, and call centers.

• Align Patient CRM capabilities to enterprise goals by partnering with stakeholders across CMG, Medical, Access, and Digital functions.

• Define and prioritize use cases in collaboration with business partners and analytics teams-ensuring product-market fit and measurable patient impact.

• Develop business cases and lead roadmap execution from vision to delivery, ensuring patient-centricity and strategic value throughout.

• Leverage automation, workflow orchestration, and AI to reduce administrative burden for internal users and streamline patient support activities.

• Drive innovation across patient touchpoints-integrating CRM with tools that support patient onboarding, education, navigation, and service access.

• Identify and scale opportunities for cross-product capability sharing with adjacent platforms and digital tools.

• Collaborate with operations, analytics, and technical teams to translate needs into scalable features and technical requirements.

• Lead prioritization and backlog management in partnership with business and technical stakeholders.

• Partner with end-user activation teams and learning functions to support adoption, behavior change, and value realization.

• Act as the central contact for business feedback loops, ensuring continuous improvement based on user insights.

• Optimize the user experience of the Patient CRM platform-ensuring workflows are intuitive, efficient, and designed around user roles.

• Partner with measurement and optimization teams to define KPIs, assess performance, and inform product evolution.

• Ensure the CRM supports high-impact, compliant, and seamless interactions with patients, especially in underserved or high-touch settings.

• Operate within a matrixed Genentech-Roche environment, building strong bridges between U.S. and global product teams to align on enterprise architecture, governance, and scalability.

• Collaborate with Global Product Managers to share learnings, avoid duplication, and accelerate platform maturity.

• Ensure full compliance with Genentech policies, legal requirements, and patient privacy regulations.

• Plan and manage team capacity, headcount, and investment allocation to drive near- and long-term delivery outcomes.

People

• Lead and mentor the Patient CRM team, fostering a high-performance culture rooted in collaboration, innovation, and accountability

• Provide clear guidance, growth opportunities, and coaching to support career development and role mastery.

• Strategically manage team resources to balance capacity, accelerate delivery, and maximize 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.

• Champion inclusive hiring practices and build a diverse, high-performing team.

Minimum Candidate Qualifications and Experience

• Bachelor's degree in business, technology, operations, computer science, marketing, or a related field.

• 10+ years of professional experience in product management or digital product operations, with a minimum of 5 years in a leadership role managing cross-functional teams.:

  • Experience in product management or digital product operations, specifically within a CRM or related digital engagement context.

  • Deep fluency in enterprise CRM platforms (e.g., Salesforce Health Cloud), with hands-on experience in implementation, integration, and optimization across patient-facing workflows

  • Strong leadership capabilities, including team building, mentorship, and performance management, with a proven ability to foster an agile, inclusive, and innovation-focused culture.

  • Experience leading CRM product development and operations in a highly regulated environment (Pharmaceutical or Biotechnology preferred)

• Strategic Product Leadership: Proven ability to manage the full product lifecycle from vision to impact, driving innovation based on industry trends and data insights.

• Technical Proficiency and Collaboration: Proficiency in technology platforms and data systems for strategic decision-making, combined with advanced budget management and stakeholder alignment skills.

• Team Management and Development: Strong leadership and communication abilities to manage teams, drive change, and influence stakeholders, while adhering to regulatory standards and fostering an agile environment.

• Strategic Agility: Demonstrated strategic thinking and problem-solving skills, with a focus on both short-term execution and long-term vision, and the ability to adapt to evolving environments.

• This role requires deep technical fluency across CRM platforms and ecosystems, with a strong focus on automation, AI-powered workflows, and digital product design to enhance patient engagement and internal efficiency.

• Exceptional communication and influence skills, with the ability to clearly articulate complex ideas to diverse audiences and secure buy-in for strategic initiatives.

Additional Desired Candidate Qualifications and Experience

• Advanced degree (e.g., MBA, MPH, or related graduate-level qualification), or equivalent senior-level experience.

• Background in healthcare, life sciences, or other highly regulated industries with complex compliance environments.

• Demonstrated success leading complex, cross-functional initiatives with significant strategic and operational impact.

• Advanced knowledge of workflow tools, automation systems, and compliance frameworks.

• Familiarity with omnichannel engagement platforms, CRM ecosystems, and digital marketing technologies.

Location

• This position is based in South San Francisco, CA or Portland, OR.

• Relocation assistance is available at this time.

The expected salary range for this position based on the primary location of Portland, Oregon is $173,460/yr to $322,140/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

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Genentech is an equal opportunity employer. It is our policy and practice to employ, promote, and otherwise treat any and all employees and applicants on the basis of merit, qualifications, and competence. The company's policy prohibits unlawful discrimination, including but not limited to, discrimination on the basis of Protected Veteran status, individuals with disabilities status, and consistent with all federal, state, or local laws.

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