Senior Director, Regional Lead Patient Experience (Midwest Region)

This role is an essential part of our Public Affairs & Access (PAA) organization, specifically within Patient Experience (PX). Patient Experience is dedicated to optimizing every touchpoint along the patient journey to ensure seamless access, navigation, and support across our drug portfolio. As a member of this team, you will collaborate closely with key stakeholders across Squads, Commercial functions, Quality, Compliance, and external partners to design and deliver high-impact patient solutions. Together, we aim to deliver exceptional support, commercial affordability, and end-to-end program management that directly impacts the lives of the patients we serve.

The Opportunity 

As the Senior Director, Patient Experience Region Lead, you will serve as the strategic regional owner accountable for driving the operational delivery, performance, and scalable execution of Genentech’s patient support and navigation services across your assigned territory. You will lead a high-performing, distributed regional team to navigate complex access challenges, optimize provider workflows, and enhance the overall patient experience across the full product portfolio.

• Oversee regional operational performance, service quality, and cross-portfolio support to resolve complex patient and provider access, reimbursement, and healthcare ecosystem challenges.
• Lead, coach, and develop a large, distributed regional team of Team Leads and Patient Navigators, aligning daily execution to key patient outcomes and enterprise KPIs.
• Own the end-to-end regional implementation and rollout of new product launches, patient support programs, and technology enhancements.
• Partner with regional Customer Engagement (CE) teams and ecosystem stakeholders to identify, address, and eliminate regional access barriers.
• Cultivate and sponsor a regional community of practice among leaders to drive consistent execution and share operational best practices.
• Translate regional market insights, payer dynamics, and provider ecosystem trends into actionable patient support strategies and enterprise interventions.
• Foster a culture of psychological safety, resilience, change leadership, and accountability to prevent burnout and ensure sustained regional impact.

This role is 100% remote within the Midwest region. Candidates must reside in one of the following states: IA, IL, IN, KS, KY, MI, MN, MO, ND, NE, OH, SD, TN, WI, WY

Who You Are

• Bachelor’s degree in a related field (e.g., business, healthcare management, public policy) or equivalent experience (advanced degree preferred).

• Bring 12 or more years of experience in healthcare, patient services, reimbursement, or related roles within pharmaceutical, biotechnology, or healthcare organizations.
• Possess 5+ years of direct people leadership experience, with a demonstrated ability to manage managers and lead large, distributed teams.
• Demonstrate deep knowledge of regional healthcare market dynamics, reimbursement processes, specialty pharmacy workflows, and patient access challenges.
• Show proven expertise in change leadership, cross-functional influencing, team coaching, and leveraging data/technology to improve patient health outcomes.
• Exhibit strong familiarity with account-based customer engagement models and experience leading contact center operations, patient navigation hubs, or field support teams.

Relocation benefits are not available for this posting.

The expected salary range for this position based on location:

• WI, WY: $144,752 - $268,753
• IA, KS, KY, MO, NE, ND, OH, SD: $170,900 – $317,300
• IL, IN, MI, MN, TN: $179,800 - $334,000

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 in this link.

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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.