Lead customer success manager order-to-cash

PpThe Position At Roche Diagnostics, we are redefining the global customer journey through integrated end-to-end supply chain and operational excellence. Our team focuses on driving consulting excellence across our commercial affiliates and regions, establishing global best practices, and enhancing visibility and performance across the affiliate network. /ph3Responsibilities /h3ulliLead Strategic Consulting Engagements: Drive high-impact O2C consulting engagements across commercial affiliates and regions to optimize processes, assess current performance, and translate insights into executable, performance-driven roadmaps. /liliServe as a Trusted Advisor: Act as the primary advisor and sparring partner for regions, affiliates, and senior stakeholders; mentor consulting initiative owners to ensure optimal engagement, aligned expectations, and successful delivery of business priorities. /liliChampion Continuous Improvement: Drive innovation by actively engaging affiliates to enhance all enablers, including Process Design, People Organization, Policies Guidelines, Measurement Motivation, Business Data, and IT Systems Technology. /liliRepresent the O2C Customer Journey: Serve as the face of the Value Stream toward regions and affiliates, facilitating access to enablers, providing expert guidance on best practices, and bringing affiliate needs back to the broader global O2C network. /liliDevelop Scalable Frameworks: Deliver consulting excellence by developing market-oriented O2C consulting packages, business cases, and implementation roadmaps that drive measurable performance improvements across process, people, data, systems, and governance. /liliMonitor Performance Solve Challenges: Leverage Customer Process Insights to proactively monitor performance, recommend improvements, and connect affiliates with the right internal networks to solve complex business operations and functional challenges. /liliDrive Governance Capability Building: Contribute actively to the O2C Value Stream Committee to support portfolio prioritization and strategic decision-making, while serving as the primary reference point for O2C training, capability-building content, and expert escalation. /li /ulh3Qualifications /h3ulliMaster’s degree in Business Administration, Information Technology, or a related field, with 10+ years of consulting and healthcare experience (ideally in Diagnostics), including a minimum of 5 years in Commercial Operations, Supply Chain, or Business Process Management. /liliIn-depth understanding of O2C business operations, customer experience frameworks, and end-to-end Diagnostics supply chain operations—including direct/indirect delivery, warehousing, PL3/PL4 networks, demand planning, and IT systems supporting O2C. /liliExtensive consulting expertise (engagement management, workforce allocation, KPI definition, roadmap creation, and business case development) with a proven track record of managing complex projects using agile and change management methodologies. /liliExcellent written and verbal communication skills for presenting across technical, operational, and executive audiences; proven ability to lead workshops, influence senior stakeholders, and navigate cross‑cultural, matrixed environments. /liliProblem‑solver with an ownership mindset, able to navigate ambiguity, anticipate risks under high pressure, and leverage a broad network within Commercial Operations and Supply Chain; willing to undertake international travel. /li /ulpPrimary location: Rotkreuz. /ppRoche is an Equal Opportunity Employer. /p /p #J-18808-Ljbffr