HCP Creation Center Lead – Pfizer Connect Platform and Triage - Pfizer
New York City, NY
About the Job
Why Patients Need You
Technology impacts everything we do. Pfizer’s digital and ‘data first’ strategy focuses on implementing impactful and innovative technology solutions across all functions from research to manufacturing. Whether you are digitizing drug discovery and development, identifying solutions, or making our work easier and faster, you will be making a difference to countless lives.
Role Summary
Pfizer’s Commercial Creation Center and CDI (C4) team is responsible for the creation, configuration, launch, and support of all commercial solutions used by Customer Facing Colleagues (CFCs) globally at Pfizer.
Included in this suite of tools are the Pfizer Connect and Triage Platforms. The Pfizer Connect team is a call center based team responsible for supporting promotional and non-promotional commercial activity. The suite of tools used by these teams include call management solutions and CFC engagement platform tools. Additionally, this role will cover the Triage solution which is used by global CFC colleagues to transfer customer requests to the right Pfizer CFC to compliantly address.
The HCP Creation Center Lead – Pfizer Connect and Triage Platforms is responsible to partner with the Chief Marketing Office and the corresponding regional leads to understand the current and future unmet business needs of the Pfizer Connect team as well as Global CFCs colleagues as it pertains triage capabilities. This position will take a leadership role in identifying business opportunities and developing the corresponding business case(s) to secure funding required to drive significant business value through the use of technology. This position is pivotal in driving consensus across the functions and capabilities on a comprehensive business technology plan including a capability roadmap along with the related investment plan.
Position will be accountable for end to end delivery of approved projects and ensuring the Pfizer development processes are followed. In partnership with solution vendor teams, this position will influence and help drive Strategic Vendor roadmaps to accelerate the inclusion of Pfizer business needs into future releases of the “off the shelf” solutions.
With a blend of technical expertise, leadership, and strategic vision, this creation center lead drives technical excellence, innovation, and success within the Pfizer Digital.
Role Responsibilities
Through a deep understanding of the CFC Engagement business and call center processes, identify opportunities to drive significant business value through the use of technology. Anticipation of both internal and external customer needs will be a critical to overall success.
Develop and maintain the strategy for the components and capabilities for both global call center CFC Engagement tools and Triage in conjunction with the corresponding technology investment plan. The ability to balance between being responsive to changing business needs against holding the course against a pre-defined plan will be required drive marketable results.
Demonstrate global reach and operate across business units to drive process harmonization and technology adoption.
Actively participate in Leadership Team meeting comprised of both Digital and Business Leaders. Demonstrate thought leadership on a consistent basis.
Demonstrate innovative thinking to identify unique business opportunities and solve complex business problems
Design, implement, and manage a comprehensive operations framework which will allow implementations to markets / BUs following consistent repeatable process to efficiently support global geographic expansion.
Compliance with Chief Marketing Office (CMO), Biopharma Operations (BPO), Business Unit and other Digital processes and financial procedures is required
Manage the evolution of the global call center CFC Engagement Platform and Triage solutions including program governance / prioritization as well as geographic expansion into additional regions and markets
Author business cases to clearly outline overall strategy for the global call center CFC Engagement Platforms and Triage business functions and secure funding for initiatives with the highest business value.
Provide oversight and guidance to project teams assembled to deliver approved initiatives.
Lead and guide multiple projects simultaneously
Author/review project initiation materials to ensure scope and budget are clear
Define project team roles, screen vendor candidates and assemble project teams. Vendor Management for project related activities.
Review functional and technical designs to ensure “usability” and the customer experience aligns with the vision of the sales and operations teams.
On-time, on-budget, on-quality project delivery; client satisfaction on a project-to-project basis; user satisfaction and effective leadership of vendor teams through influence.
Project budget accountability including managing actual spend vs. budget
Basic Qualifications
Experience with Global Customer Facing Colleague Engagement Platforms (Veeva, SFDC, IQVIA OCE) and Call Center Platforms (SFDC Service Cloud) preferably for pharmaceutical companies
Bachelor of Science degree in Information Management, Computer Science, Engineering or Technology Management preferred with related field and proven technical experience with emphasis on software development and maintenance.
7+years of relevant experience as an information technology professional in one or many roles such as a software developer, technical project manager, systems administrator, database administrator, systems engineer, computer engineer or support specialist.
Proven progressive experience as an IT technology professional preferably in the pharmaceutical industry.
High level of awareness of internal and external technology trends.
Demonstrated progressive experience successfully designing, delivering and maintaining IT business solutions for mid to large-scale organizations across multiple hardware and software platforms. Must have demonstrated competency / expertise in:
Software Development Lifecycle management, including production system maintenance and operation
Agile principles and methodologies
Proven experience working with business teams developing and delivering strategy and operating plans with demonstrated competency in strategic thinking, and relationship management.
Technology solutions delivery in a pharmaceutical or regulated environment
Preferred Qualifications
Certified Project Management Professional (PMP), Certified Scrum Master (CSM) or equivalent agile certification required; Certified Scrum Professional (CSP) or Certified Scrum Coach (CSC) is a plus.
Technical Skills:
Technology solutions delivery in a pharmaceutical or regulated environment with demonstrated capabilities managing large scale, enterprise software requirements definition, designs and implementations in a global 24 by 7 environment.
Demonstrated experience in vendor negotiations with cited impacts to strategic direction and in-line production products.
Proven ability to mentor technical leaders; recruit and retain top talent and develop colleagues.
Excellent interpersonal and communication skills with the ability to build relationships, influence outcomes, and to deliver effective presentations to a variety of audiences.
Strong understanding of agile principles and frameworks, including Scrum, Kanban, and Lean
Ability to collaborate in a complex, matrix environment with indirect resources geographically distributed.
Strong problem-solving skills and the ability to navigate complex challenges.
Demonstrated capabilities with software development processes, systems design and development management, testing (unit, systems, end user acceptance, performance, and load) and systems integration.
Candidate demonstrates a breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers, develop and coach others, oversee and guide the work of other colleagues to achieve meaningful outcomes and create business impact.
NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS
Candidate will be expected to travel globally to Pfizer locations as needed
Non-standard work hours may be required based on project deliverables and business needs
Work Location Assignment: Must be able to work in assigned Pfizer office 2-3 days per week, or as needed by the business
Last day to apply: November 19th 2024
This role is not remote
The annual base salary for this position ranges from $117,300.00 to $195,500.00. In addition, this position is eligible for participation in Pfizer’s Global Performance Plan with a bonus target of 17.5% of the base salary and eligibility to participate in our share based long term incentive program. We offer comprehensive and generous benefits and programs to help our colleagues lead healthy lives and to support each of life’s moments. Benefits offered include a 401(k) plan with Pfizer Matching Contributions and an additional Pfizer Retirement Savings Contribution, paid vacation, holiday and personal days, paid caregiver/parental and medical leave, and health benefits to include medical, prescription drug, dental and vision coverage. Learn more at Pfizer Candidate Site – U.S. Benefits | (uscandidates.mypfizerbenefits.com). Pfizer compensation structures and benefit packages are aligned based on the location of hire. The United States salary range provided does not apply to Tampa, FL or any location outside of the United States.
Relocation assistance may be available based on business needs and/or eligibility.
Sunshine Act
Pfizer reports payments and other transfers of value to health care providers as required by federal and state transparency laws and implementing regulations. These laws and regulations require Pfizer to provide government agencies with information such as a health care provider’s name, address and the type of payments or other value received, generally for public disclosure. Subject to further legal review and statutory or regulatory clarification, which Pfizer intends to pursue, reimbursement of recruiting expenses for licensed physicians may constitute a reportable transfer of value under the federal transparency law commonly known as the Sunshine Act. Therefore, if you are a licensed physician who incurs recruiting expenses as a result of interviewing with Pfizer that we pay or reimburse, your name, address and the amount of payments made currently will be reported to the government. If you have questions regarding this matter, please do not hesitate to contact your Talent Acquisition representative.
EEO & Employment Eligibility
Pfizer is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. Pfizer also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. Pfizer is an E-Verify employer. This position requires permanent work authorization in the United States.
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