Senior Product Owner - AI & Telephony

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.

The Position

At the heart of our DIA global service and support operations, our chapter develops data-driven solutions that empower our business. We work closely with stakeholders in business and IT to deliver innovative digital capabilities for smarter decision-making, predictive maintenance, and seamless customer service experience.

The Senior Business Product Owner (Sr BPO) - AI & Telephony is responsible for defining and supporting the development of desirable, feasible, viable, and sustainable processes, products, and solutions at scale that meet customer needs throughout the product lifecycle. The Senior Business Product Owner will steer (multiple) agile team(s), collaborate closely with business leaders, and drive the delivery of high-impact digital products that address complex business challenges. The Sr BPO will align cross-functional stakeholders, champion innovative solutions, and ensure successful implementation and adoption of products that create measurable business value across our global technical service operations.

Your Main Responsabilities :

Strategic Vision & Product Leadership : Define and Shape the Product Strategy : Take ownership of the end-to-end product vision and roadmap, ensuring alignment with the company's broader strategic objectives. Lead the creation and evolution of product strategies that deliver value to both internal stakeholders and end-users in technical service roles with driven Product Innovationand a Customer-Centric Approach.

Business Process Optimization & Scalability : Design Scalable Business Solutions : Architect and deliver digital business solutions that are scalable, efficient, and optimized for a global organization, driving consistency and quality across different regions and service functions.Lead Process Automation Initiatives : Identify and implement automation opportunities that streamline workflows, improve service delivery, and drive operational efficiencies within (technical) service operations.And focus on ROI and Business Value : Develop robust ROI models for product investments, helping to prioritize initiatives that will generate the highest impact in terms of customer satisfaction, cost savings, and operational effectiveness.

Product Delivery & Lifecycle Management : Drive the Product Lifecycle : Manage the complete product lifecycle from concept through to successful delivery, ensuring products meet defined business goals, are deployed within scope, on time, and within budget ensuring Cross-Program Alignment.

Operational Excellence & Continuous Improvement : Lead continuous improvement initiatives across business processes, ensuring that lessons learned from past projects are incorporated into future product developments and iterations & Shape Data Strategy : Collaborate with data architects and business intelligence teams to ensure the collection and management of relevant operational and customer data, ensuring the end-to-end process is measurable and aligned with best practices.

Cross-Functional Leadership & Collaboration : Lead and mentor multiple agile teams, ensuring alignment with the overall product vision and driving progress toward the successful delivery of digital solutions. Provide clear direction and support to Business Solution Owners, Product Designers, and Agile teams & Engage with Senior Business Stakeholders collaborating with IT & Architecture.

Who you are :

You have experience at the intersection of AI and telephony to drive innovation in our voice and messaging solutions.

You have a strong track record of building AI-driven communication products, working with speech technologies, and integrating telephony systems.

Previous experience in a consulting environment with strong capabilities in senior stakeholder management and presentation skills are sought after.

You have Telephony Expertise : Proven experience with enterprise telephony systems (e.g., Genesys, CISCO, Avaya, Twilio), including IVR design, SIP routing, and cloud telephony platforms.

AI for Customer Support : Deep understanding of AI applications in telephony such as :

Voicebots / Conversational AI

Real-time voice translation

Sentiment analysis and intent detection

AI-based call summarization and agent assist

Product Leadership : Track record in managing digital products end-to-end (ideation to rollout) in complex, regulated environments.

Customer-Centric Mindset : Strong focus on improving customer experience in call center operations through smart automation and analytics.

Tech & Data Fluency : Ability to collaborate with engineering teams, understand APIs and data flows, and evaluate AI / ML solution providers.

Stakeholder Management : Skilled in aligning cross-functional teams (IT, service, operations) and translating business needs into product roadmaps.

Preferred : Experience in healthcare, diagnostics, or other compliance-driven industries

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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