Disease Area Partner – Medical Strategy Lead, Oncology/Gynecology
Roche
Program & Strategy Director
TeamViewer
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Lead
Tech Stack
PMP
About the role
- Drive CX Transformation Program Management by leading the end-to-end delivery of high-impact transformation initiatives across the global CX organization.
- Create and maintain a unified transformation roadmap and operating rhythm to ensure visibility, accountability, and value realization.
- Oversee project governance, cross-functional interlocks, and reporting to ensure timely execution and alignment with business outcomes.
- Partner with the CCO and CX LT to translate long-term strategic priorities into executable initiatives, milestones, and KPIs.
- Facilitate quarterly and annual CX planning cycles, ensuring interdependencies between Customer Success, Support, Enablement, and Operations are aligned.
- Support portfolio prioritization, investment tracking, and change management to drive focus on the highest-value programs.
- Design and maintain governance frameworks and steering mechanisms for CX initiatives.
- Standardize ways of working across functions — including reporting, dashboards, and program health metrics.
- Manage executive reporting for CX transformation progress, risk management, and decision-making readiness.
- Act as a trusted advisor and connector across CX leadership and adjacent functions (Sales, Product, Marketing, IT, and Finance).
- Lead communication strategies and change enablement to ensure consistent adoption across global teams.
- Define and track success metrics for transformation initiatives, including impact on NRR, GRR, efficiency, and customer satisfaction.
- Establish a cadence for lessons learned, retrospectives, and continuous improvement.
Requirements
- 5+ years of leadership experience in program management, transformation, or strategic operations within a SaaS or CX-led organization.
- Proven track record driving global, cross-functional transformation initiatives with measurable business impact.
- Strong understanding of Customer Experience, Customer Success, and post-sales operating models, ideally in a subscription/SaaS environment.
- Experience building governance, reporting, and operational structures across regions and functions.
- Exceptional communication and stakeholder management skills, capable of influencing at executive level.
- Strong business acumen with analytical rigor and outcome-oriented mindset.
- PMP, Agile, or similar program management certification is advantageous.
- Strategic thinker with a strong bias for execution and measurable outcomes.
- Structured and highly organized, able to manage multiple complex initiatives simultaneously.
- Collaborative leader who builds trust and alignment across executive and operational teams.
- Passionate about operational excellence, customer-centric innovation, and scaling global CX capabilities.
Benefits
- Competitive compensation
- Flexible PTO and paid holidays
- 401(k) with employer matching
- Comprehensive Health insurance package including 100% employer-paid medical coverage
- Up to 12 weeks of Parental Leave
- Basic Life Insurance, Short-Term & Long-Term Disability, 100% employer-paid
- Quarterly team events and companywide celebrations
- Open door policy, no dress code rules, frequent all Hands and Leadership Lunches
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
program managementtransformation initiativesgovernance frameworksreporting structuresoperational structuressuccess metricschange managementportfolio prioritizationcustomer experiencecustomer success
Soft skills
leadershipcommunicationstakeholder managementbusiness acumenanalytical rigorstrategic thinkingorganizational skillscollaborationtrust buildingexecution bias
Certifications
PMPAgile
