Senior Business Process Manager - Global Customer Support

About the role

Roche is looking for a Senior Business Process Manager / AI-driven process transformation lead based in Sant Cugat del Vallès, within its Global Customer Support digital ecosystem. The role owns the conceptual process of the service business, helping reshape it from a reactive troubleshooting model to an AI-first, predictive service environment while keeping regulatory compliance (FDA/IVDR). You will work with global, regional and local stakeholders up to senior management and with business product owners to embed AI-first workflows into the global Roche IT ecosystem.

Key responsibilities

• Analyze event logs from enterprise systems such as Salesforce, SAP and instrument IoT platforms using process mining tools to find bottlenecks and compliance loops, balancing global standards with local needs
• Build and maintain a central Process Repository and KPIs in Roche ADONIS, and set up KPI monitoring frameworks
• Redesign service workflows around modern capabilities such as AI case triage, automated technical documentation and predictive field service dispatching
• Work with contact center agents, field service engineers and second-level support to turn AI capabilities into practical workflow improvements
• Collaborate with Quality Assurance and Regulatory Affairs so that automated workflows comply with medical device complaint handling
• Act as bridge between regional/local support teams and global product owners, and facilitate the Global Process Council governance for L1/L2 support or back office processes
• Hand over harmonized process requirements to product owners, manage resistance during country acceptance, and lead or join major strategic projects for support and back office processes

Required profile

• 5+ years in business process management, continuous improvement or digital transformation, with 2-3 years in a technical customer support, contact center or field service operation
• Prior experience in a highly regulated industry, ideally IVD, medical devices, life sciences or biotech
• Ability to speak the language of frontline agents and technicians and to influence cross-functional teams without direct line authority

Required skills

• Process mining with Celonis, UiPath Process Mining, Signavio or similar
• Understanding of machine learning, generative AI/LLMs, semantic search and intelligent automation, including human-in-the-loop validation
• Experience with CRM ecosystems (Salesforce, ServiceNow) and ERP systems (SAP)