Line Manager

Line Manager at Regional Customer Support Center

Roche is seeking an experienced and collaborative Line Manager for its Regional Customer Support Center in Sant Cugat. This role involves leading and empowering a team of remote specialists to provide proactive, data-driven support to customers across Spain, Portugal, and the EMEA-LATAM region. The position focuses on driving high performance, digital transformation, and service innovation through the use of AI and new digital tools.

Responsibilities

• Lead, coach, and develop a high-performing team, managing the full talent lifecycle.
• Ensure operational excellence by leveraging AI and data-driven insights to shift toward proactive support.
• Serve as the primary escalation point for complex issues and manage stakeholder relationships across sales, marketing, and service departments.
• Drive cross-regional collaboration and implement global strategies with a focus on local service excellence.
• Foster a culture of knowledge sharing and continuous learning for both staff and customers.
• Navigate a fast-paced, multicultural environment while managing shifting priorities and complex transitions.

Requirements

• Proven leadership experience in managing and developing people, ideally in a remote support environment.
• Strong strategic thinking skills with the ability to understand financial implications and market changes.
• Expertise in change management and problem-solving within complex, matrixed organizations.
• Digital fluency, including experience with CRM systems (e.g., Salesforce), data analytics, and AI-powered tools.
• Fluency in English and Spanish or Portuguese.
• University degree in Life Sciences, Engineering, Business, or a related field.