Digital Operations Senior Manager - Content

Digital Operations Senior Manager - Content

We're passionate about delivering on Our Promise to improve the lives of patients and create healthier communities for all. We foster a culture of inclusivity, integrity, and creativity while boldly pursuing answers to the world's most complex health challenges and transforming society.

Digital Experience is shaping the future of how Genentech connects with our patients and customers by harnessing the power of digital innovation and human-centered design. As healthcare evolves, we are bold in our approach - leveraging cutting edge AI, advanced digital engagement, end-to-end content management, and omnichannel technologies and operations to create seamless, personalized, and meaningful experiences for our patients and customers. This is your opportunity to lead transformative change, integrating advanced technology with strategic vision to drive impact at scale. If you are passionate about redefining the healthcare experiences and building something extraordinary, we want you on this journey. Let's redefine what's possible together!

This combined team, in collaboration with key partners, builds solutions to serve Marketing, Customer Engagement, Medical Affairs, Public Affairs & Access ("CMG"), and other patient- and customer-facing teams across CMG to shape and drive a seamless, consistent, meaningful, and compliant experience for patients and customers across our interactions. The team is specifically accountable for:

• Defining omnichannel solutions, shaping engagement strategies, designing, operationalizing, and producing seamless, consistent & meaningful patient and customer experiences.

• Accelerating, connecting, and enabling the development of digital solutions that enhance the patient and customer experience across CMG.

• Advancing the mission of seamless, consistent & meaningful patient and customer experiences that maximize patient impact while keeping compliance at the forefront.

The Digital Operations Senior Manager - Content will lead the operational framework for end-to-end content product delivery. This role is responsible for enabling content authoring & assembly, management, and review product processes at scale while ensuring consistency, compliance, and alignment with business objectives. Acting as the connective tissue between creative, regulatory, marketing, and technology teams, this individual will drive continuous improvement in content product operations, with a strong focus on cross-product process optimization, governance, and digital asset performance. The ideal candidate is highly organized, operationally minded, and experienced in working within regulated content environments.

Key Responsibilities

• Be a valued thought partner by sharing operational insights to influence requirements for new capabilities, product offerings, and the overall product roadmap, where applicable.

• Deeply understand operational best practices both within and outside the organization & industry, and develop strategies for automation and implementation across product & user workflows

• Lead operations when launching products- new features and enhancements, ensuring they are effectively integrated into workflows.

• Influence Operations Leads and/or Managers to advance the overall enterprise operations roadmap (such as workflow, enterprise campaign delivery, User Acceptance Testing (UAT) practices, etc.)

• Anticipate or surface roadblocks and barriers and develop mitigation strategies to address them proactively and escalate in a timely manner.

• Maintain and support products in their steady state, ensuring quality and usability.

• Leverage deep subject-matter expertise & knowledge of user needs to shape product & process enhancements

• Explore new ways to improve processes or enhance current capability / product operations by collaborating with other teams.

• Understand the user experience by developing efficient or automated ways to collect user feedback (e.g., incidents, failures, etc.) and ensure timely resolution, in collaboration with Informatics (IX) Delivery Service Manager and Customer Experience (CX) team. Communicate status updates to maintain high levels of user satisfaction. Partner closely with Activation and Content Management Ops to define a mitigation strategy.

• Seamlessly engage the appropriate cross-functional partners, performing regular reviews and updates to products to determine if the process needs to be improved or iterated. Be an advocate for the process.

• Oversee knowledge management to ensure that all team members have access to the necessary information and resources.

• Engage with Activation & Learning & Skills Development, leveraging deep subject-matter expertise to shape training and support to end users for any new processes or systems, monitoring progress and suggesting strategies to adapt where needed, in partnership with Content Management Ops.

• Ensure all processes are documented according to SOPs and maintain thorough and up-to-date records.

• Monitor compliance with documented processes and address any deviations.

• Establish SOPs and lead the product or end-user community in adhering to established SOPs and timelines.

• Serve as the primary point of contact & triage point for feedback and questions from end users.

• Comply with all laws, regulations and policies that govern the conduct of Genentech activities.

Who You Are

Minimum Candidate Qualifications & Experience

• Bachelor's degree in business, operations, technology, operations, science, marketing, or a related field, or equivalent experience.

• 5 years of experience in strategy & operations, process operations, product operations, digital operations, or equivalent experience.

• Proven experience in project management and operational support.

• Strong understanding of SOPs and compliance processes.

• Experience with data analytics tools and methodologies.

• Strong problem-solving skills and attention to detail.

• Ability to adapt to new technologies and drive process improvements.

• Experience driving operational excellence through implementation of workflows, automation, scaling, and process optimization.

• Exceptional communication, collaboration, and community engagement skills.

• Proven ability to resolve incidents, gather feedback, and maintain high user satisfaction in a fast-paced environment.

• Strong analytical skills with the ability to monitor and interpret operational data trends and provide actionable insights for improvement.

• Experience overseeing knowledge management and user support initiatives.

• Demonstrated success in managing complex projects involving cross-functional teams and external vendors.

Additional Desired Candidate Qualifications & Experience

• Advanced degree, or equivalent experience (e.g., MBA or related graduate-level qualification).

• Experience in the healthcare or pharmaceutical industry or another highly regulated industry.

• Expertise in User Acceptance Testing (UAT) and Quality Control (QC) processes to ensure product reliability.

• Expertise in workflow optimization and automation tools (e.g. Jira), including AI-driven solutions for task management, process enhancement, and seamless collaboration across teams.

• Knowledge of compliance standards and regulatory frameworks relevant to operations and product workflows.

• Demonstrated ability to manage vendor relationships, including Service Level Agreement (SLA) governance.

• Proficiency in leveraging operational data to measure success metrics (e.g., speed, cost, quality) and improve performance.

• Experience in leading content operations within a complex, regulated industry (e.g., healthcare, financial services, pharma), including experience with MLR or similar content approval workflows.

• Familiarity with digital asset management (DAM) platforms and content operations tools (e.g., Veeva Vault, Aprimo, Adobe AEM, Workfront)

Location

• This position is based in South San Francisco, CA, however a remote work option will be considered for US candidates who live outside of the Bay Area.

• Relocation Assistance is not available

The expected salary range for this position based on the primary location of South San Francisco, CA is $137,900 - $256,100. Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law. A discretionary annual bonus may be available based on individual and Company performance. This position also qualifies for the benefits detailed at the link provided below.

Benefits

#BoFT

Genentech is an equal opportunity employer. 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.