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.
We are seeking a Senior Engineering Manager - Regional Service Manager to lead our Remote Enablement operations across the Americas. In this pivotal role, you will manage a large, cross-functional team based in Costa Rica while delivering high-quality support to employees worldwide. You'll drive service excellence, foster team capability development, and champion a culture of collaboration and continuous improvement. As a key bridge between remote resolution and physical workplace support, you'll ensure consistent, reliable service delivery across multiple channels while building and sustaining a high-performing team equipped for evolving business and technology needs.
The Opportunity
As a Senior Engineering Manager - Regional Service Manager, you will take on strategic leadership responsibilities that span people development, operational excellence, and service delivery transformation:
Build and Develop High-Performing Teams – Shape team capabilities aligned with immediate project needs and our function's vision; empower team members to define their career journeys and create tangible development opportunities that support their growth.
Ensure Team Health and Sustainability – Maintain a sustainable work pace while cultivating healthy team dynamics, psychological safety, and open communication; proactively remove impediments and act as an escalation point that protects team focus and morale.
Lead Product and Service Delivery – Co-create technical roadmaps with Product Managers, drive end-to-end feature delivery, set clear priorities, manage stakeholder expectations, and create collaboration efficiencies across teams and functions.
Drive Performance and Optimization – Define success metrics, analyze workforce capability trends, translate data into actionable insights, and implement process improvements that boost efficiency and service quality.
Own Financial and Resource Management – Develop business cases for new initiatives, make data-driven resource allocation decisions, and manage budgets responsibly including headcount, operational costs, and vendor contracts.
Bridge Regional and Global Operations – Partner closely with regional on-site support teams and affiliates to ensure seamless service delivery, aligned processes, and effective escalation management in a high-volume environment.
Who You Are
Experience & Education:
Technical & Business Capabilities:
Leadership & Mindset:
Ready to make an impact? We invite you to apply for this exciting opportunity to lead service excellence and team transformation at Roche. If you're passionate about building high-performing teams, driving operational innovation, and delivering exceptional employee experiences in a global, regulated environment, we'd love to hear from you.
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.