Director, Mobile Messaging & Engagement

Director, Mobile Messaging & Engagement

Why Genentech

We're passionate about delivering on Our Promise to improve the lives of patients and create healthier communities for all. We foster a culture of inclusivity, integrity, and creativity while boldly pursuing answers to the world's most complex health challenges and transforming society.

Who We Are

Digital Experience is shaping the future of how Genentech connects with our patients and customers by harnessing the power of digital innovation and human-centered design. As healthcare, engagement, end-to-end content management, and omnichannel technologies and operations to create seamless, personalized, and meaningful experiences for our patients and customers. This is your opportunity to lead transformative change, integrating advanced technology with strategic vision to drive impact at scale. If you are passionate about redefining the healthcare experience and building something extraordinary, we want you on this journey. Let's redefine what's possible together!

This combined team, in collaboration with key partners, builds solutions to serve Marketing, Customer Engagement, Medical Affairs, Public Affairs & Access ("CMG"), and other patient- and customer-facing teams across CMG to shape and drive a seamless, consistent, meaningful, and compliant experience for patients and customers across our interactions. The team is specifically accountable for:

• Defining omnichannel solutions, shaping engagement strategies, designing, operationalizing, and producing seamless, consistent & meaningful patient and customer experiences.
• Accelerating, connecting ,and enabling the development of digital solutions that enhance the patient and customer experience across CMG.
• Advancing the mission of seamless, consistent & meaningful patient and customer experiences that maximize patient impact while keeping compliance at the forefront.

Job Summary

The Director, Mobile Messaging & Engagement, will drive strategy and delivery within the Omnichannel Suite. They are broadly responsible for ensuring that Short Message Service/Multimedia Messaging Service/Voice (SMS/MMS/Voice) strategies and capabilities are accelerating the organization's progress towards delivering great customer experience and business impact. The individual in this role will be responsible for the SMS/MMS/Voice roadmap creation and execution in partnership with stakeholders, and operations/technical partners. As a product owner for a critical engagement channel, this person will leverage a deep understanding of secure SMS and MMS, well-rounded soft skills, and a results-driven approach to help us devise and deliver an engaging experience with patients and customers.

Key Responsibilities

• Shape digital-forward Mobile Messaging (SMS/MMS/Voice) Product vision and product standards leveraging knowledge of industry/competitive trends and pulling through product suite strategic business priorities.
• Drive the SMS/MMS/Voice Product vision and product standards by aligning with senior enterprise business stakeholder priorities, technical team capabilities, and process opportunities-ensuring seamless integration and strategic focus.
• Develop business cases to drive experimentation within the product-oriented model and team for new product innovation and features.
• Define target users in collaboration with Analytics partners, deeply understand user research, prioritize key features and functionalities, and set clear performance objectives, balancing business requirements with an exceptional end-user experience.
• Accountable as the central owner of the SMS/MMS/Voice Product lifecycle and roadmap, overseeing product strategic planning, digital-forward operational execution, delivery milestones, and measurable impact through adoption and sustained engagement.
• Evangelize the role of SMS/MMS/Voice Product in achieving enterprise objectives, communicating their value proposition and roadmap(s) to senior leaders and organization-wide stakeholders.
• Drive prioritization, manage a variety of stakeholders across the enterprise, and resolve conflicts to align and advance product roadmaps and enhancements.
• Collaborate with the Technical Product Manager to align business outcomes the technical feasibility, ensuring the product delivers both business value and technical performance.
• Partner with other applicable Business Produt Owners/ Executive Director-Omnichannel Suite Lead to achieve and meet patient, professional, and internal customers needs by aligning roadmaps and initiatives.
• Partner with business stakeholders and technical teams to construct and maintain a prioritized product backlog.
• Partner with customer experience professionals to ensure product experience meets the expectations of its end-user product community.
• Partner with Global product managers to drive effective collaboration for shared learnings and efficiencies.
• Accountable to deliver a business-relevant product that meets business needs via the collection, alignment, and implementation of feedback from stakeholders while meeting larger business objectives.
• Responsible for collaborating with Senior Leaders, end-user Activation Teams, and Learning and Skills Development to support adoption-providing materials and support for training and change management.
• Accountable for defining business cases and acquiring budgetary/funding needs.
• Drive the definition of business requirements for SMS/MMS/Voice Product usage and system health, leveraging GNE and industry standards.
• Comply with all laws, regulations and policies that govern the conduct of Genentech activities.
• Coordinate with measurement and optimization Business Product Owners to inform SMS/MMS/Voice Product advancements and operations.
• Select optimal SMS/MMS/Voice production partners and ensure vendor success based on aligned SLAs in partnership with Procurement.
• Coach, manage, and allocate work across both Genentech and Near-shore Roche Service & Solutions (RSS) resources in order to maximize effectiveness across the portfolio of products.
• Comply with all laws, regulations and policies that govern the conduct of Genentech activities.

People

• Leader, mentor, and manage the SMS/MMS/Voice product team, fostering an exemplary employee experience, including a culture of collaboration, innovation and accountability.
• Provide guidance, training, and career development opportunities for team members.
• Allocate and shift resources effectively to ensure balanced workloads and optimized team performance and business impact.
• Cultivate an environment of both accountability and performance-based incentives with ongoing and annual performance management and rewards and recognition of all direct reports.
• Lead or oversee the inclusive hiring of direct and indirect reports.

Who You Are

Minimum Candidate Qualifications and Experience

• Bachelor's degree in business, technology, operations, sciences, marketing, or related field.
• 8 years of experience, with 7 years in text messaging management, product management, digital product operations, or equivalent experience.
• Broad expertise in all aspects of SMS and MMS, including management of 1:1 secure messaging, 1:Many messaging, campaign planning and execution and customer experience (CX).
• Ability to own and manage the full product lifecycle, including visioning, roadmap creation, execution, and impact measurement.
• Expertise in driving product improvements based on measurement and optimization insights.
• Fluency/comfort with data systems, technology platforms, and integration to inform strategic product decisions.
• Strong skills in budget management, resource allocation, and stakeholder alignment for cross-functional collaboration.
• Strong leadership and team management abilities, with experience in coaching, developing, and inspiring talent (direct or indirect).
• Excellent communication and leadership abilities to drive change, influence stakeholders, and evangelize the product vision.
• Experience working in an agile setting or bringing agile best-practice mentorship to the team.
• Experience collaborating with Legal, Compliance, and Privacy teams to ensure adherence to governance and regulatory standards, and help influencing and evolving standards where needed.
• Ability to innovate and foster experimentation to improve product capabilities.
• Proven ability to adapt and navigate ambiguous or evolving environments.
• Strong problem-solving and strategic thinking skills, with a focus on balancing short-term execution and long-term vision.

Additional Desired Candidate Qualifications and Experience

• Advanced degree, or equivalent experience (e.g., MBA or related graduate-level qualification).
• Experience in healthcare, pharmaceutical, or highly regulated industries.
• Proven success in managing large-scale, complex projects requiring strategic planning and operational execution.
• Advanced knowledge of workflow tools, automation systems, and compliance frameworks.
• Experience with SMS/MMS/Voice omnichannel/digital marketing solutions.

Location

• This position is based in South San Francisco, CA
• Relocation Assistance is not available

The expected salary range for this position, based on the primary location of South San Francisco, CA is $185,500 -$344,500. 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 at the link provided below.

Benefits

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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.

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