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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. 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.
Responsibilities
- 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.
- Track vendor performance using SLAs (Service Level Agreements) and scorecards; identify gaps, drive corrective action plans, and lead Quarterly Business Reviews (QBRs).
- Establish and execute vendor governance processes, providing leadership with clear visibility into risks, dependencies, and performance metrics.
- Partner with internal teams—including Delivery, Genentech Patient Foundation (GPF), and Strategy & Experience—to align vendor practices, maximize efficiencies, and support vendor selection.
- Lead end-to-end issue resolution and vendor escalations to minimize operational disruptions to patient and customer support.
- Ensure strict adherence to contractual terms, SLAs, compliance, and regulatory requirements in partnership with Legal, Healthcare Compliance (HCO), and Procurement teams.
- Seamlessly integrate third-party vendors into existing PX workflows, platforms, and operational models.
Requirements
- Bachelor’s degree or equivalent practical experience.
- 5–8 years of experience in vendor management, operations, or customer support within the healthcare, pharmaceutical, or related industries.
- Demonstrated understanding of patient access, reimbursement, and healthcare environments.
- Proven track record of managing third-party operational vendors, owning SLAs, tracking performance scorecards, and ensuring contract adherence.
- Experience driving issue resolution, managing escalations, and navigating highly regulated compliance environments.
- Strong business fundamentals with experience preparing for and leading business reviews with executive stakeholders.
- Strong negotiation skills with direct experience negotiating vendor contracts.
- Cross-functional collaboration experience within complex, matrixed patient services or public affairs structures.
Skills
- Vendor Management
- Operations
- Customer Support
- Patient Access
- Reimbursement
- Healthcare Environments
- SLAs
- Performance Scorecards
- Contract Adherence
- Issue Resolution
- Escalation Management
- Compliance
- Negotiation
- Cross-functional Collaboration
Location
- South San Francisco
Work Type
- Hybrid
Experience Level
- 5-8 years
Education Level
- Bachelor's degree or equivalent practical experience
Salary/Compensations
- $127,500 - $236,900
Benefits
- Discretionary annual bonus may be available based on individual and Company performance.
- Benefits detailed in this link.
About the Company
- Genentech is an equal opportunity employer.
Equal Opportunity
- It is our policy and practice to employ, promote, and otherwise treat any and all employees and applicants on the basis of merit, qualifications, and competence.
- The company's policy prohibits unlawful discrimination, including but not limited to, discrimination on the basis of Protected Veteran status, individuals with disabilities status, and consistent with all federal, state, or local laws.
- If you have a disability and need an accommodation in relation to the online application process, please contact us by completing this form Accommodations for Applicants.