Line Manager
Roche · Sant Cugat del Vallès, Barcelona, Spain
Remote Full-time Posted 4 days ago
About this role
<p>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.</p><h3></h3><p></p><h3>The Position</h3><p><span><b>Line Manager at Regional Customer Support Center in Sant Cugat</b><br /><br /><b>About the Role</b><br /><br />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.<br /><br />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.<br /><br />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
<br />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.<br /><br />With your experience in Diagnostics or Healthcare, you will put the customer -and ultimately the patient- at the
Apply for this role on Roche’s official careers site.