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.

The Position

Line Manager at Regional Customer Support Center in Sant Cugat

About the Role

The Sant Cugat Regional Customer Support Center is seeking an experienced, collaborative leader with a strong customer focus to join our Regional Customer Support team.

As a Line Manager, you will lead and empower a team of highly skilled remote specialists providing support across Spain and Portugal customers and to the EMEA-LATAM region. Your mission is to move beyond case resolution to provide proactive support and data-driven insights to improve decision making to attract and retain our customers. You will be a catalyst for a culture of high performance and digital transformation.

In this role, you will be responsible for achieving outstanding team performance and maximizing customer satisfaction, driving remote resolution, overseeing employee and customer training and facilitating local and regional knowledge sharing and escalation support.
You will do this by analyzing results, challenging how support is currently provided, and rapidly incorporating innovations, new digital tools and AI-driven solutions to continuously improve our service. A core priority will be the development of your team members, mentoring them to excel in their current roles while preparing them for the future challenges.

With your experience in Diagnostics or Healthcare, you will put the customer -and ultimately the patient- at the heart of everything we do.

You'll report directly to the Head of the Sant Cugat Regional Customer Support Center and join a team passionate about creating an environment where empowered individuals can flourish and fulfil their potential.

What You'll Own:

Leadership & Talent Development
Coach and empower your team to achieve high performance. You'll manage the full talent lifecycle—from recruiting top talent to performance management and building the capabilities needed for a digital-first organization.

Operational Excellence & Innovation
Lead service delivery by ensuring all processes meet quality and excellence standards sustainably. Leverage AI to shift toward proactive, data-driven support that maximizes system performance and customer value.

Stakeholder Management & Resolution
Connect our remote support team with customers, field and regional/global teams. Serve as the primary escalation point for complex issues, driving them to resolution and delivering first-class service experiences.

Strategic Collaboration
Partner with Sales, Marketing and Service to ensure the technical service offering aligns with broader business goals.

Customer Focus
Maximize customer satisfaction by analyzing feedback and customer relationship management data and turning insights into meaningful actions. Implement innovative approaches to improve service outcomes.

Cross-Regional Leadership
Drive collaboration across Europe, the Middle East, Africa, and Latin America by leading regional initiatives. As a change agent, you'll shape network structures and implement global strategies with a focus on local impact and service excellence.

Knowledge Management & Learning
Build a strong knowledge-sharing culture, ensuring rapid, well-organized knowledge transfer to both staff and customers to accelerate competency development.

Agile Leadership
Thrive in a fast-paced, multicultural environment by managing shifting priorities and multiple deadlines effectively. Navigate ambiguity with creativity, keeping your team focused and high-performing.

Who You Are:

You're a resilient leader who excels in fast-paced, multicultural settings. Driven by a desire to exceed customer expectations, you bring a questioning mindset that challenges the status quo and fuels innovation. You're known for taking initiative, thinking analytically, and collaborating effectively—all while remaining composed under pressure.

What We're Looking For:

Leadership Experience
Proven track record managing and developing people (direct reports or cross-functional teams), ideally in a remote support environment.

Strategic Thinking
Ability to understand financial implications and service value with a forward-looking perspective to anticipate market changes.

Change Management
Expert in solving problems quickly, managing critical issues and complex transitions, and delivering consistent results with diverse stakeholders.

Digital Fluency
Hands-on experience with customer relationship management systems (such as Salesforce), data analytics, and a proactive approach to adopting AI-powered tools.

Communication Skills
Fluent in English and Spanish or Portuguese, with the ability to influence effectively across matrix structures.

Education
University degree in Life Sciences, Engineering, Business, or a related field.

Location & Travel

Primary Location: Regional Customer Support Center in Sant Cugat
Travel: Willingness and ability to travel frequently throughout Europe, the Middle East, Africa, and Latin America as needed

Who we are

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 an Equal Opportunity Employer.