Senior Engineering Manager - Regional Service Manager, Rdt Remote Americas
Roche
Costa Rica
Fully remote
Lead cross-functional teams
Drive service excellence
Manage large teams
Lead our Remote Enablement operations across the Americas, managing a large, cross-functional team based in Costa Rica while delivering high-quality support to employees worldwide
Job Summary
Lead our Remote Enablement operations across the Americas, managing a large, cross-functional team based in Costa Rica while delivering high-quality support to employees worldwide.
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.
Build and develop high-performing teams, ensure team health and sustainability, lead product and service delivery, drive performance and optimization, own financial and resource management, and bridge regional and global operations.
Matching Summary
Lead our Remote Enablement operations across the Americas, managing a large, cross-functional team based in Costa Rica while delivering high-quality support to employees worldwide.
Skills & Requirements
Must-have
Lead cross-functional teams
Drive service excellence
Manage large teams
Global service delivery
AI-enabled support capabilities
Nice-to-have
Psychological safety
Open communication
Continuous improvement culture
Intellectual curiosity
Genuine passion for innovation
Key Requirements
10+ years people leadership
2+ years in regulated healthcare technology
Bachelor's degree or equivalent experience
Proven experience leading large-scale service desk operations