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 of Channel Excellence
Purpose : The Senior Director, Digital Channels role is to lead transformative change by integrating advanced technology with strategic vision to drive impact at scale. This involves redefining healthcare experiences and contributing to building innovative digital solutions.
Job Summary:
As Senior Director of Digital Channels , you will own the vision, strategy, and product roadmap for Genentech’s enterprise-owned digital channels—including web/mobile, email/relationship marketing (RM), and SMS/MMS/voice platforms. Reporting to the Executive Director of Channel Excellence, you will lead efforts to deliver scalable, compliant, and human-centered digital experiences that connect patients, professionals, and field teams across the healthcare journey. You’ll oversee product planning, innovation, and performance across these channels—ensuring they support business growth, customer experience goals, and accessibility for all patients. Working cross-functionally with CX, Omnichannel, Data, and Activation teams, you’ll translate business needs into integrated product strategies that scale across functions and deliver measurable outcomes.
Key Responsibilities
Strategy & Roadmap Development
Accountable for the integrated lifecycle and roadmaps across Web/Mobile, Email/RM, and SMS/MMS/Voice, overseeing product strategic planning, digital forward operational execution, delivery milestones, and measurable impact through adoption and sustained engagement.
Develop robust operating frameworks and design KPI’s that drive high impact, meaningful and seamless experiences across digital channels
Define and analyze metrics that inform the success of products
Accountable to deliver business-relevant product(s) that meet business needs via collection, alignment, and implementation of feedback from stakeholders while meeting larger CMG objectives
Leverage and understand executive insights from measurement & optimization Business Product Owners to direct product advancements and operations of channel teams.
Demonstrated ability to operate across a matrixed organization and build strong bridges between U.S. and global product teams—translating local business needs into scalable solutions and ensuring alignment with Roche's enterprise strategy and platform architecture.
Adoption Enablement, Experimentation & Performance Optimization
Be the primary change agent for digital channels within the organization by advocating for an omnichannel approach, identifying and implementing best practices, and actively promoting digital channels to the business
Drive innovation across these areas for a variety of CMG use cases spanning the entire customer journey, leveraging knowledge of industry/competitive trends and pulling through product suite strategic business priorities
Design operating models and KPIs that drive seamless, measurable, and customer-centered channel experiences.
Works with peers, VP and SVP level leaders across CMG to sense, gather, and define business requirements, customer insights, market opportunities, user feedback/input, and technology trends to shape the overall digital channel product strategy and secure buy-in.
Lead external engagement efforts, engaging with key stakeholders—including health systems, industry organizations, and technology partners—to drive adoption, collaboration, and innovation in digital channel strategies.
External Collaboration & Vendor Partnerships
Champion the value of digital channel products by clearly articulating their roadmap, impact, and strategic alignment to senior leaders and cross-functional stakeholders.
Drive enterprise-wide prioritization and alignment, managing diverse stakeholder needs and resolving conflicts to keep roadmaps focused and advancing.
Ensure channel product teams and technical partners are aligned to deliver digital solutions that meet both business requirements and technical performance standards.
Collaborate with Suite Stewards—across Customer Experience, Omnichannel, and Content—to align roadmaps and deliver cohesive, customer-centric experiences for patients, professionals, and internal teams.
Cross-Functional Leadership
Partner with health equity and tech equity leaders to ensure digital solutions are inclusive and accessible for all patient populations.
Champion cross-functional collaboration, aligning business and technical leaders to drive enterprise-wide prioritization, investment decisions, and measurable impact.
Partner with Medical, Commercial, and Access as an advisory in the creation and execution of comprehensive learning experiences (e.g., training modules, workshops, and hands-on sessions) to upskill teams on channel-specific capabilities.
Collaborate with Customer Experience to translate usability research and market insights into actionable product requirements that enhance satisfaction and drive adoption.
Partner closely with Informatics, Customer Experience, Analytics, and Data Science leaders to rapidly experiment, iterate, and validate to achieve product-market fit, increased usage, growth, and scale.
Ensure digital channel solutions adhere to all applicable regulatory, privacy, and compliance requirements, partnering with Legal, Privacy, and Governance teams to maintain enterprise standards.
People & Culture
Lead and inspire a team of Channel Product Directors, fostering a high-performance culture rooted in collaboration, innovation, and accountability.
Provide guidance, training, and career development opportunities for team members.
Optimize team capacity and resourcing to ensure delivery excellence and business 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.
Minimum Candidate Qualifications & Experience
Bachelor’s degree in business, technology, operations, science, marketing, or a related field.
10+ years of professional experience in product management or digital product operations, with at least 5 years leading high-performing teams:
Deep expertise in digital channels, including web/mobile, email/RM, and SMS/MMS/voice—spanning strategy, execution, and optimization.
Experience working within healthcare, pharmaceuticals, or other highly regulated industries with strong knowledge of compliance and governance frameworks.
Track record of leading, mentoring, and developing cross-functional teams with a focus on strategic thinking, accountability, and long-term growth.
Proven ability to develop and deliver omnichannel strategies, leveraging digital marketing solutions, CRM platforms, and engagement technologies.
Strategic Product Leadership: Strong product leadership skills, including data-informed decision-making, vision setting, and product iteration to meet evolving user needs.
Technical Proficiency and Collaboration: Technically fluent in enterprise systems, data platforms, and integrations; able to align business goals with technical delivery in collaboration with engineering and analytics teams.
Team Management and Development: Demonstrated ability to manage budgets, prioritize competing demands, and influence across complex stakeholder environments.
Additional Desired Candidate Qualifications & Experience
Advanced degree (e.g., MBA, MPH, or similar), or equivalent senior-level experience.
Background in healthcare, life sciences, or other highly regulated industries.
Proven success leading complex, cross-functional initiatives with strategic and operational impact.
Advanced knowledge of workflow tools, automation systems, and compliance frameworks.
Experience with omnichannel/digital marketing solutions or CRM systems.
Proven experience to analyze, interpret, and leverage data to make product, technical, and business decisions
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