Overview
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.
Global Customer Support (GCS) is the global organization responsible for Technical Services in the Diagnostics Division, which ensures end-user success. We set the standards of innovative and best-in-class service excellence for Roche Diagnostics by keeping our customers at the center of everything we do. We are their voice, and the bridge between them and the Global Business teams, ensuring customer satisfaction is at the center of product designs and updates. Thereby, we support them across borders with solutions by providing training, knowledge, spare parts, and tools to meet their needs. Therefore, by equipping them with the right tools and developing their skills, we enable and maintain customers' operations, contributing to shaping healthcare now and allowing them to change lives tomorrow.
Our passion lies in supporting our Customers and Affiliates and being a trusted partner because OUR HEART BEATS FOR CUSTOMER SERVICE. Within Knowledge & Learning Excellence, we collaborate to deliver the right knowledge and learning in the right language and channel to our customers and service staff, accelerating learning and improving customer experience.
Your Key Responsibilities
As part of the Service Learning Excellence Subchapter, your primary focus will be developing comprehensive training programs for staff and customers. These programs will cover technical and core skills, from the initial scoping phase through the conception of each digital and instructor-led module. You will oversee development, primarily managed by third parties, until the content curation phase and final approval by the responsible SME, ensuring cost efficiency, high standardization, and learner-centricity.
* You understand the Roche Diagnostics product portfolio and dynamics where each Global Leraning Program Manager operates with strong business acumen oriented to customers and staff.
* You conceptualize and develop comprehensive training programs.
* You regularly update and refine training concepts to ensure content relevance and goal alignment.
* You design effective learning solutions tailored to the learners' and organizational needs.
* You manage vendor relationships to deliver high-quality content and services.
* You curate and maintain a repository of engaging and up-to-date learning materials.
* You oversee processes for efficient program delivery and evaluation.
* You ensure quality assurance across all learning initiatives.
* You collaborate with stakeholders to address training needs and gather feedback.
* As an expert in adult learning, you play a pivotal role in the Master Trainer Community, actively shaping the methodologies for various products and essential skills.
Who You Are
* Bachelor's Degree in Social Science such as Pedagogy, Psychology or related field.
* At least 5 years experience in training areas.
* Experience in healthcare environment will be highly valuable.
* Experience working in global environments will be highly valuable.
* Being fluent in english is a must, and any other languages will be a plus.
Capabilities
* Expertise in training program development and learning design.
* Strong project management and organizational skills.
* Proficiency in vendor management and content curation.
* Quality assurance and process optimization capabilities.
* Excellent collaboration and stakeholder engagement skills.
* Strong analytical and problem-solving abilities.
* Cultural awareness and global perspective for diverse workforce needs.
* Agility in adapting programs to rapidly changing business environments and adopting agile ways of working.
* Knowledge of digital learning platforms and technologies.
* Familiarity with adaptive learning solutions and AI-driven tools.
* Ability to analyze trends and innovate in learning content.
* Familiarity with advanced analytics tools and dashboards.
Who we are
A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.
Let’s build a healthier future, together.
Roche is an Equal Opportunity Employer.
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