Genentech discovers, develops, manufactures and commercializes treatments for patients with serious and life-threatening medical conditions. Backed by North Carolina Biotechnology Center.
About the role
This role is an essential part of our Public Affairs & Access (PAA) organization, specifically within Patient Experience (PX). Patient Experience is dedicated to optimizing every touchpoint along the patient journey to ensure seamless access, navigation, and support across our drug portfolio. As a member of this team, you will collaborate closely with key stakeholders across Squads, Commercial functions, Quality, Compliance, and external partners to design and deliver high-impact patient solutions.
What they're looking for
- Operational Management: Own the day-to-day performance, financial tracking (per contract/Statement of Work), and operational management of vendors supporting PX Delivery to meet service, quality, and cost expectations
- Performance Monitoring: Track vendor performance using SLAs (Service Level Agreements) and scorecards, identify gaps, drive corrective action plans, and lead Quarterly Business Reviews (QBRs)
- Governance & Visibility: Establish and execute vendor governance processes, providing leadership with clear visibility into risks, dependencies, and performance metrics
- Cross-Functional Alignment: Partner with internal teams—including Delivery, Genentech Patient Foundation (GPF), and Strategy & Experience—to align vendor practices, maximize efficiencies, and support vendor selection
- Escalation & Issue Resolution: Lead end-to-end issue resolution and vendor escalations to minimize operational disruptions to patient and customer support
- Compliance & Contracting: Ensure strict adherence to contractual terms, SLAs, compliance, and regulatory requirements in partnership with Legal, Healthcare Compliance (HCO), and Procurement teams
More about this role
This role is an essential part of our Public Affairs & Access (PAA) organization, specifically within Patient Experience (PX). Patient Experience is dedicated to optimizing every touchpoint along the patient journey to ensure seamless access, navigation, and support across our drug portfolio. As a member of this team, you will collaborate closely with key stakeholders across Squads, Commercial functions, Quality, Compliance, and external partners to design and deliver high-impact patient solutions. Together, we aim to deliver exceptional support, commercial affordability, and end-to-end program management that directly impacts the lives of the patients we serve.
The Opportunity
As the Patient Experience (PX) Vendor Management Lead within PX Delivery, you will lead the day-to-day operational performance of third-party vendors—including telephony, call center, and other service partners—to ensure high-quality patient support. You will drive accountability, resolve escalations, and align operations across the organization. Key responsibilities include:
- Operational Management: Own the day-to-day performance, financial tracking (per contract/Statement of Work), and operational...
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