Petaling Jaya, Selangor, Malaysia · On-site
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 …
Skills: Quality Management, Service Operations, Regulatory Compliance, Data Visualization, Workforce Performance Optimization
San Diego, California, United States · Hybrid
$171k–$317k/yr
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 …
Skills: Bioinformatics, Next-Generation Sequencing, Cloud Architecture, Python, R
South San Francisco, California, United States · On-site
$173k–$322k/yr
A healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more t…
Skills: Clinical Study Design, Medical Affairs Strategy, Data Analysis, Health Economics, Scientific Communication
South San Francisco, California, United States · Hybrid
$103k–$191k/yr
Job Description: As a Procurement Manager, you will work in a dynamic global environment where you bring analytical thinking, planning, execution, and focus to the procurement sourcing and delivery capability area. With …
Skills: Sourcing, Contract Management, Supplier Management, Negotiation, Market Analysis
Brasília, Federal District, Brazil · On-site
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 …
Skills: Oncology Knowledge, Stakeholder Engagement, Key Account Management, Market Access, Cross-functional Strategy
Saitama Prefecture, Japan · Hybrid
$300k/mo
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 …
Skills: Clinical Laboratory Science, Application Setup, Technical Support, Customer Relationship Management, Data Acquisition
Belo Horizonte, Minas Gerais, Brazil · On-site
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 …
Skills: Oncology Knowledge, Stakeholder Engagement, Account Management, Market Access, Cross-functional Strategy
Indianapolis, Indiana, United States · On-site
$49k–$90k/yr
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 …
Skills: Technical Maintenance, Installation, Preventative Maintenance, Diagnostics, Electronics
Mississauga, Ontario, Canada · On-site
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 …
Skills: Procurement Technology Management, Digital Procurement Strategy, Backlog Management, KPI Analysis, LLM Application
Shanghai, Shanghai, China · On-site
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 …
Skills: Pharmacometrics, Modeling and Simulation, Population Pharmacokinetics, Population Pharmacodynamics, NONMEM
Madrid, Community of Madrid, Spain · On-site
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 …
Skills: Azure, DevOps, Terraform, Python, Infrastructure as Code
Madrid, Community of Madrid, Spain · On-site
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 …
Skills: Azure Cloud Networking, Terraform, Ansible, Python, Git
Hillsboro, Oregon, United States · On-site
$65k–$101k/yr
At Roche, we advance science so that we all have more time with the people we love. Become a Genentech/Roche member of a collaborative team that creates outcomes that matter for patients, customers and the company. The O…
Skills: Quality Control, Analytical Testing, cGMP, Assay Performance, Method Validation
Hangzhou City, Zhejiang, China · On-site
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 …
Skills: Medical Communication, Medical Education, Market Intelligence, Microsoft Excel, Microsoft PowerPoint
Fuzhou, Fujian, China · On-site
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 …
Skills: Medical Communication, Medical Education, Market Information Collection, Microsoft Excel, Microsoft PowerPoint
Mississauga, Ontario, Canada · On-site
$89k–$117k/yr
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 …
Skills: Sourcing, Contracting, Supplier Management, Negotiation, Project Management
Beijing, Beijing, China · On-site
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 …
Skills: Medical Communication, Medical Education, Market Intelligence, Microsoft Excel, Microsoft PowerPoint
Basel, Basel-City, Switzerland · On-site
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 …
Skills: Internal Communications, Project Management, Data Cleaning, SOP Authoring, Stakeholder Collaboration
Asunción, Distrito Capital, Paraguay · On-site
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 …
Skills: Strategic Account Planning, C-Suite Relationship Management, Consultative Selling, Sales Forecasting, Budget Management
Shanghai, Shanghai, China · On-site
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 …
Skills: Budget Tracking, Document Management, Administrative Support, Meeting Coordination, Logistics Planning
Petaling Jaya, Selangor, Malaysia • On-site
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Lead quality governance and post-market compliance for the APAC Regional Customer Service Centre to ensure integrity and regulatory alignment. Optimize workforce productivity through data-driven forecasting and lead the continuous training of technical support teams.
Requires a Bachelor's or Master's degree in Life Sciences, Engineering, or a related field with over 5 years of quality management experience in medical devices or IVD. Proficiency in data tools like Tableau or SQL and fluency in English plus another Asian language are essential.
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.
As the APAC Regional Customer Service Centre (RCSC) Service Excellence Specialist for Performance and Development, you are the quality conscience of our newly established regional hub. Based in Kuala Lumpur, you provide end-to-end oversight across our support operations—ensuring that every customer inquiry and technical case is handled with the highest level of integrity, compliance, and care.
In this vital role, you will:
Lead Quality Governance: Drive the strategic execution of quality management practices across the region, ensuring our operations align with both global standards and local regulatory requirements.
Oversee Post-Market Compliance: Ensure the timely and accurate documentation of all customer complaints and safety-related cases, acting as the primary point of contact for quality and safety officers across our APAC affiliates.
Architect Workforce Performance: Utilize data-driven forecasting and real-time monitoring to optimize hub productivity, ensuring we have the right talent available at the right time to support our customers.
Build Future-Ready Capabilities: Lead the onboarding and continuous training of our technical support teams. You will foster a culture of lifelong learning, focusing on everything from technical troubleshooting to advanced "soft skills."
Drive Excellence through Analytics: Create sophisticated dashboards and reports using AI and data visualization tools to deliver business insights that improve service efficiency and data integrity.
Champion Continuous Improvement: Identify and resolve deviations or non-conformances, turning them into opportunities for systemic improvement and audit readiness.
You are a principled leader with a passion for excellence and the analytical agility to manage complex regulatory landscapes. You believe that quality is a mindset, and you possess the interpersonal skills to influence and coach cross-functional teams toward a common goal.
Educational Background: You hold a Bachelor’s or Master’s degree in Life Sciences, Engineering, or a related field.
Quality Expertise: You bring 5+ years of experience in quality management and service operations within a medical device or In-Vitro Diagnostics (IVD) environment.
Regulatory Knowledge: You have a deep understanding of managing complex customer journeys and regulatory interfaces in the healthcare sector.
Analytical Prowess: You are proficient in data visualization and reporting tools (such as Tableau, SQL, or AI applications). Experience with CRM and support ticketing systems is essential.
Leadership & Influence: You have proven experience working in a matrixed regional structure, with the ability to influence global and local stakeholders.
Multilingual Capability: You are fluent in English and possess professional-level proficiency in an additional Asian language (such as Thai, Korean, or Chinese dialects) to support our diverse regional clusters.
Mindset: You possess an agile, customer-focused approach and the creativity to find innovative solutions to complex challenges.
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 a global pioneer in pharmaceuticals and diagnostics focused on advancing science to improve people’s lives. The combined strengths of pharmaceuticals and diagnostics under one roof have made Roche the leader in personalised healthcare – a strategy that aims to fit the right treatment to each patient in the best way possible. Roche is the world’s largest biotech company, with truly differentiated medicines in oncology, immunology, infectious diseases, ophthalmology and diseases of the central nervous system. Roche is also the world leader in in vitro diagnostics and tissue-based cancer diagnostics, and a frontrunner in diabetes management. Founded in 1896, Roche continues to search for better ways to prevent, diagnose and treat diseases and make a sustainable contribution to society. The company also aims to improve patient access to medical innovations by working with all relevant stakeholders. Thirty medicines developed by Roche are included in the World Health Organization Model Lists of Essential Medicines, among them life-saving antibiotics, antimalarials and cancer medicines. Roche has been recognised as the Group Leader in sustainability within the Pharmaceuticals, Biotechnology & Life Sciences Industry ten years in a row by the Dow Jones Sustainability Indices (DJSI). For more information, please visit https://careers.roche.com Read our community guidelines here: https://www.roche.com/some-guidelines.htm #Roche #Biotechnology #Pharmaceuticals #Diagnostics #Healthcare #PersonalisedHealthcare #GreatPlaceToWork #Innovation
Offices: Grenzacherstrasse, Switzerland 🇨🇭 , 4070, CH · 4414 Lake Boone Trail, Raleigh, NC 27607, US · 7070 Mississauga Rd, Mississauga, ON L5N 5M8, CA · Calle Dionisio Derteano 144, San Isidro, Lima 15047, PE · 333 Buckhead Ave NE, Atlanta, GA 30305, US
Roche is a global pioneer in pharmaceuticals and diagnostics focused on advancing science to improve people’s lives. The combined strengths of pharmaceuticals and diagnostics under one roof have made Roche the leader in personalised healthcare – a strategy that aims to fit the right treatment to each patient in the best way possible. Roche is the world’s largest biotech company, with truly differentiated medicines in oncology, immunology, infectious diseases, ophthalmology and diseases of the central nervous system. Roche is also the world leader in in vitro diagnostics and tissue-based cancer diagnostics, and a frontrunner in diabetes management. Founded in 1896, Roche continues to search for better ways to prevent, diagnose and treat diseases and make a sustainable contribution to society. The company also aims to improve patient access to medical innovations by working with all relevant stakeholders. Thirty medicines developed by Roche are included in the World Health Organization Model Lists of Essential Medicines, among them life-saving antibiotics, antimalarials and cancer medicines. Roche has been recognised as the Group Leader in sustainability within the Pharmaceuticals, Biotechnology & Life Sciences Industry ten years in a row by the Dow Jones Sustainability Indices (DJSI). For more information, please visit https://careers.roche.com Read our community guidelines here: https://www.roche.com/some-guidelines.htm #Roche #Biotechnology #Pharmaceuticals #Diagnostics #Healthcare #PersonalisedHealthcare #GreatPlaceToWork #Innovation
Offices: Grenzacherstrasse, Switzerland 🇨🇭 , 4070, CH · 4414 Lake Boone Trail, Raleigh, NC 27607, US · 7070 Mississauga Rd, Mississauga, ON L5N 5M8, CA · Calle Dionisio Derteano 144, San Isidro, Lima 15047, PE · 333 Buckhead Ave NE, Atlanta, GA 30305, US
