Job Description

Role Description

The Virtual Meeting & Event Technology Services Lead is accountable for providing a high quality, consistent and repeatable virtual meeting experience by providing support of virtual web-conferencing meetings, virtual events, and video conferencing operations. This position is accountable for managing service providers to effectively drive service level commitments, service quality improvements and optimizing the virtual meeting service to maintain high customer satisfaction. This position will also be accountable for partnering with other Digital teams who provide technology solutions support, engineering, and technology strategies and roadmap for virtual meeting services.

Responsibilities

* Responsible for managing vendors contracted to provide service delivery in the areas of virtual web-conferencing meeting services and video conferencing.
* Responsible for communicating service issues, metrics, and operational strategies to improve overall service. Metrics include customer satisfaction, daily video schedule, issues being reported, resolution times and continuous improvement plan updates.
* Lead the implementation of remediation efforts where required to address gaps in service delivery
* Collaborate with key stakeholders in Colleague Solutions and Colleague Services to align on a technology roadmaps for Virtual Meeting & Event Services
* Partner with EP&S and Colleague Solutions team and represent Colleague Services in new solutions creation, product upgrades and other efforts related to Virtual Meetings and Events.
* Accountable for the Virtual Meeting support design and process flow ensuring that operational playbooks remain updated, process workflows are documented, support handoff's are managed within contracted SLAs, and all contractors and colleague staff are trained accordingly.
* Drive continuous improvement for virtual meeting services by effectively creating and leveraging performance dashboards, analytics and insights from key metrics, working in partnership with key stakeholders.
* Accountable for understanding the cost drivers related to Virtual Meeting Services globally and working with regional Digital teams to identify and resolve challenges.
* Manage client escalations and ensure appropriate mechanisms exist to highlight and address client complaints and negative CSAT surveys.
* Responsible for all Virtual Meeting Services Knowledge Management, including the creation and maintenance of KBAs (knowledge base articles) for both self-service and support analyst audiences.
* Continually explore opportunities to improve service delivery that is focused on self-service and Knowledge Management, to shorten resolution times and lower service costs.
* Foster a productive work environment by building teamwork, maintaining open, two-way communication, and recognizing achievement in a timely manner.
* Coordinate scheduled upgrades of virtual meeting services to ensure that proper testing / piloting is performed, support readiness is provided, end user change management is addressed, and self-service knowledge (KBAs) is updated accordingly.
* Manage the team responsible for coordinating Video Conferencing reservations and assisting colleagues with the video reservation process.
* Work with the Video Conferencing Service Delivery team to ensure all CMDB records are updated with moves, add, changes and deletions of key assets.
* Coordinate Planned Power Outages to ensure that video conferencing equipment is managed properly, including the suppression of monitoring, graceful shutdown of equipment and post checks for connectivity and functionality.

Qualifications

Requirements:

* Bachelors degree required
* 10+ years Technology and/or Pharmaceutical business experience with increasing responsibility
* Experience managing Digital Operations and internal/external partners to achieve high performance results.
* Experience in managing large scale vendors and tracking adherence to contractual SLAs
* Proven track record of achieving High performance.
* Proven leadership, Agile and problem analysis skills required.

Preferred Qualifications:

MBA preferred

* Last Date to Apply for Job: 2/22/21
* Eligible for Employee Referral Bonus

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 providers 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.

Information & Business Tech

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