Customer Engagement Manager Jobs in Indiana (NOW HIRING)

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Manager, Customer Engagement Events - Indianapolis, IN

The Opportunity:

As the Manager, Customer Engagement Events, you will serve as the operational leader for Roche Diagnostics' largest customer engagement portfolio, based out of our Indianapolis, IN headquarters. In this high-impact role, you will provide centralized oversight of the people, facilities, fleet operations, technology, budgets, vendors, and logistics required to successfully plan and execute approximately 400 customer engagement events annually.

You will lead a team of 8 event planners, drive strategic alignment across business areas, optimize program workflows, and deliver best-in-class experiences that amplify company exposure, drive sales leads, and heighten customer loyalty.

Key Roles & Responsibilities:

• Enterprise Program Leadership: Directed end-to-end operational strategy, execution, and continuous optimization across 6 core enterprise programs, including Webinars, Roche on the Road fleet operations, 360[view] Experience, Lab Tours, Specialty Events, and Peer Exchanges.

• Multi-Campus Operations: Oversee event planner allocation, facility readiness, speaker preparation, and standardized execution across five Roche campuses (Indianapolis, Tucson, Pleasanton, Santa Clara, and Wilmington) to deliver an exceptional customer experience.

• Showroom & Facility Management: Lead the daily operations, ongoing maintenance, and continuous process improvements for the Indianapolis and Pleasanton 360 Lab showrooms.

• Fleet Management & Routing: Direct the Roche on the Road fleet operations, managing scheduling, logistics, routing, preventive maintenance, and contingency planning to maximize asset utilization.

• People Leadership & Coaching: Manage, coach, and mentor a team of 8 event planners, optimizing workflows, resolving complex escalations, and driving professional development.

• Vendor & Agency Oversight: Direct third-party organizations and agency partnerships, negotiating terms and continuously evaluating vendor performance to ensure high-quality service delivery.

• Strategic Innovation & ROI Tracking: Launch innovation initiatives by establishing clear KPIs, managing project budgets, and developing ROI models to guarantee measurable business impact and profitability.

• Cross-Functional Governance & Compliance: Manage departmental operating budgets and event technology platforms, while driving cross-functional alignment across Business Areas in strict compliance with Ethics & Compliance (E&C) standards.

Who You Are

You are a strategic, highly organized operational leader with a passion for delivering exceptional customer experiences and empowering teams within a matrix organization.

Required Qualifications:

• Bachelor's Degree in Hospitality and Operations or related field

• 5 years of experience in operations or customer service.

• Prior leadership experience with direct people leadership responsibility including negotiation, coaching, motivating, and conflict resolution

Preferred Qualifications:

• Logistics & Event Expertise: 5+ years of specialized experience in complex customer event planning and large-scale logistics.

• Technical Skills: Hands-on knowledge and expertise with the Cvent Event Management Platform.

• Vendor & Matrix Management: Proven ability to lead multiple disciplines with a strong track record of managing contractors and third-party organizations.

• Stakeholder Management: Excellent communication and partnership-building skills across all levels of a matrix enterprise.

Location: Indianapolis, IN

Relocation benefits are not available for this role.

The expected salary range for this position based on the primary location of Indianapolis, IN is $83,400 - $196,300. 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

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. 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.

If you have a disability and need an accommodation in relation to the online application process, please contact us by completing this form Accommodations for Applicants.