# Senior Business Process Manager - Global Customer Support / AI-Driven Process Transformation Lead at Roche

Roche is hiring a Senior Business Process Manager - Global Customer Support / AI-Driven Process Transformation Lead. Level rates it Little AI ●○○○; you can [apply on Roche](https://jobsbylevel.com/go/6864e964-3002-46a3-ac58-2442083e7612?utm_medium=ai-agent).

AI Level 1, AI centrality 21 out of 100. Sant Cugat del Vallès.

## Details

- Company: [Roche](https://jobsbylevel.com/companies/roche)
- AI level: AI Level 1 (score 21 out of 100)
- Location: Sant Cugat del Vallès
- Posted: November 12, 2026
- Apply: https://jobsbylevel.com/go/6864e964-3002-46a3-ac58-2442083e7612?utm_medium=ai-agent
- Free CV review for this job: https://jobsbylevel.com/cv-review?job=senior-business-process-manager-global-customer-support-ai-driven-process-transformation-lead-at-roche-efd697

## Description

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 At Roche, we are passionate about transforming patients’ lives and we are fearless in both decision and action - we believe that good business means a better world. That is why we come to work each day. We commit ourselves to scientific rigor, unassailable ethics, and access to medical innovations for all. We do this today to build a better tomorrow. Quality is a competitive advantage for Roche. It allows us to deliver high-quality products to patients, ensures our right to operate, and helps us create value through process excellence and continual improvement efforts. Quality is every patient’s right and every employee’s responsibility. Role Overview: As a Senior Business Process Manager / AI-Driven process transformation lead, you will assume conceptual process ownership, understand and describe current service business workflows and help shaping the digital future of services business processes. Operating at the intersection of business process engineering, advanced analytics, and artificial intelligence, you will analyze, mine, and fundamentally redesign our end-to-end service workflows. Sitting directly within the Global Customer Support digital ecosystem, your mandate is to support the shift of our operation from a reactive troubleshooting model to an AI-first, predictive service environment , ensuring regulatory compliance (FDA/IVDR) while drastically reducing customer effort and laboratory downtime. You will closely engage with global, regional and local stakeholders up to senior management and business process owners. In addition, you will closely collaborate with business product owner teams in order to ensure AI-first service workflows are implemented into the global Roche IT ecosystem. Key Responsibilities: Data-Driven Process Mining & Mapping: Extract and analyze event logs from enterprise systems (e.g., Salesforce, SAP, instrument IoT platforms) using process mining tools to diagnose the objective reality of our support lifecycles, bottlenecks, and compliance loops and balancing global standards with local requirements Build and maintain a central Process Repository and KPIs ( in Roche ADONIS) as the Single Source of Truth. Develop process KPIs and monitoring frameworks for ongoing process control to measure the success of process initiatives. AI-First Process Architecture: Architect and execute the redesign of service workflows. Rather than layering AI tools on top of legacy frameworks, you will contribute to building processes around modern capabilities, including AI case triage, automated technical documentation generation, and predictive field service dispatching among others. Operational Integration & User Empathy: Partner closely with contact center agents, field service engineers and second level support specialists. Translate AI capabilities into day-to-day workflow enhancements that reduce administrative fatigue and eliminate manual workarounds. Regulatory & Quality Safeguarding: Collaborate with Quality Assurance and Regulatory Affairs to ensure all automated and AI-augmented workflows stringently adhere to medical device complaint handling. Cross-Functional collaboration: Act as the strategic bridge between the regional /local customer support teams and global product owners, contributing to translate operational vulnerabilities into features in roadmaps. Oversee the strategic direction of process changes end-to-end across the organization to further develop relevant business processes Facilitate Global Process Council (GPC) governance

The description is cut here. Read the full offer: https://jobsbylevel.com/jobs/senior-business-process-manager-global-customer-support-ai-driven-process-transformation-lead-at-roche-efd697

Source: https://jobsbylevel.com/jobs/senior-business-process-manager-global-customer-support-ai-driven-process-transformation-lead-at-roche-efd697

## Cite this page

Level. https://jobsbylevel.com/jobs/senior-business-process-manager-global-customer-support-ai-driven-process-transformation-lead-at-roche-efd697.

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