Vice President of Experience Operations (XO)

About the Company

Respected biotechnology company developing innovative treatments

Industry
Biotechnology

Type
Privately Held, Private Equity-backed

Founded
1976

Employees
10,001

Categories

• Biotechnology
• Biopharmaceuticals
• Biotechnology and Pharmaceuticals
• Pharmaceuticals
• Life Science
• Manufacturing

Specialties

• Oncology
• Immunology
• Disorders of Tissue Growth and Repair
• Neuroscience and Infectious Disease
• Metabolism
• and Ophthalmology

Business Classifications

• B2B
• B2C

About the Role

The Company is seeking a Vice President of Experience Operations (XO) to lead the definition and monitoring of standards for patient and customer experience across various business operations. This senior leadership role is pivotal in driving and ensuring the orchestration of patient and customer engagement to deliver effective, efficient, and compliant experiences. The successful candidate will be responsible for shaping engagement strategies, designing seamless and meaningful experiences, and innovating in CX-enabling capabilities and technology. They will also be accountable for driving efficiencies, orchestrating channel experiences, and connecting the development of technology solutions that enhance the customer experience.Candidates for this role must have a Bachelor's degree (advanced degree preferred) and at least 15 years of work experience with a proven track record in customer experience design and delivery across multiple engagement channels. The role requires significant business process, information systems, and/or operations experience, as well as a background in leading large teams and driving organizational change. The ideal candidate will have a deep understanding of the US healthcare system, the patient journey, and the relevant stakeholders, as well as knowledge of the legal and regulatory environment in the biopharmaceutical industry. They should be strategic and operational leaders, influential in driving cross-functional collaboration, and possess a growth mindset to cultivate in others.

Hiring Manager Title
Senior Vice President of Genentech Business Operations

Travel Percent
Less than 10%

Functions

• Operations
• General Management