Job Description

ROLE SUMMARY

This role will support the Biopharma Ops leader in Customer Facing Enablement activities that enable the Business Units to deliver enhanced performance and exceptional customer experiences at scale. The Customer Facing Enablement Lead will strategically collaborate with senior business leaders, Biopharma Ops Partners (BOPs), the Marketing Enablement, and the Quality Team to design and deliver programs and services that deliver transformational solutions and excellence in day to day operations in support of the business and the customers we serve. The individual will also be responsible for coordinating efforts across the Biopharma Ops organization, and working in close partnership with other enabling functions, to support Bold Move and agile teams in achievement of targeted goals. Additionally, this role will responsible for achieving delivery of scalable solutions across Bus and global markets that enable Biopharma to realize our Collective Advantage.

Key Attributes:

Responsible for managing service design and delivery for Customer Facing Enablement serving 6000+ customers

Accountable for leading approximately 150 design and delivery professionals in 85+ markets

Enables compliant processes for commercial operations globally

Collaborates across Biopharma Ops to provide high quality service delivery at scale for Customer Facing Enablement activities

Lead delivery of Customer Facing Enablement service globally

* Lead all activities related to the definition and application of Field Force quotas, bonus recognition, etc. Delivery of flexible CSM solutions including onboarding / offboarding activities, contract negotiations, and vendor mgmt.

* Manage Field Force targeting, deployment, alignment, and effectiveness. Plus, call plan generation and virtual selling

* Lead Tenders and Contracting (T&C) by sharing guidance on Tenders strategy development, supporting local optimization of T&C processes, utilizing and creating tools for data gathering, aggregation, and analysis to develop optimal bidding strategies

* Lead account mgmt. operations activities associated with tracking customer interactions, renewing contracts and deadlines, reporting account metrics, and coordinating support for streamlined account interactions

RESPONSIBILITIES:

Identify opportunities for driving innovation, breakthrough solutions and improving delivery of services through relentless optimization

* Support business objectives through the management of service innovation/optimization of Customer Facing Enablement through leadership of Service Design and Delivery Owners for each service vertical and team of Flex Designers to Support Bold Moves

* Optimize and accelerate performance across biopharma

* Engage both a global and cross BU model that accelerates the roll out of key learnings and best practices to drive scale across Biopharma organization

* Consolidate knowledge to enable faster more efficient delivery of solutions and best practices

* Streamline engagement model and operational expertise to drive simplification

* Relentlessly optimize the HCP experience, to deliver greater value, support and trust

* Enhance customer experience with interactions informed by connected information on prior engagements

* Minimize the number of touchpoints for internal customers to access support

* Improve visibility into Field Force activities and realize opportunities to drive automation

* Increase compliance and reduced risk supported by locally-embedded resources with central governance / oversight and standardized SOPs

* Realize revenue / margin upside from improved tenders success rate and introduction of AI to new BUs / Markets

* Provide dedicated support and bespoke implementations to priority global markets (80% of revenues) with potential to increase scope across mid-sized markets

Partner with Biopharma Ops leaders defining priorities and determining resource allocation to drive business performance via design and delivery services:

* Possess a deep understanding of the global and regional business landscapes and BU strategies to determine key priorities and their impact on Customer Facing Enablement service delivery activities

* Proactively engage with Biopharma Ops Partners (BOPs) and BU leads to 1) ensure alignment of Biopharma Ops client strategies and 2) determine optimal resource allocation and investment that enables efficient and high-quality service delivery

BASIC QUALIFICATIONS:

* BA Required;

* 18+ years in the commercial business

* People management and leadership experience including collaboration with senior level management

* Extensive experience leading through matrix teams

* Cross BU and/or diversity of job experiences

* Global experience in working with different markets that span various cultures, languages, and time zones

* Proven track record of delivering business performance

* Demonstrated history of leading innovation/transformation

* Drive for optimization/excellence

* Delivery of exceptional customer services and experiences

* Is a role model of Pfizers values and behaviors and has a one-Pfizer mindset

* Strong ability to drive collaboration and foster highly productive xfunctional relationships

* Demonstrated agility and ability to drive program completion in expedited timelines

PREFERRED QUALIFICATIONS:

* MBA or equivalent Masters-level education preferred

Last day to apply: February 8th, 2021

Relocation eligible: yes

LI - PFE

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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.

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