Senior Manager, US Customer Care Lead
2 months ago
ROLE SUMMARY
Do you want to be at the forefront of customer-centric transformation in Pharma? Are you passionate about reinventing the experience we provide to our customer and patients to continuously enhance customer engagement and enhance customer experience to be the most effective channel. Are you an initiative-taker who can pave a new path for yourself, and thrive in a startup change-agile environment?
Our vision is to develop Pfizer Connect into an industry leading capability designed to meet our customers where they are by deploying innovative approaches to develop and deliver impactful solutions to our customer and patients, while enhancing our relationships and relevance. This role is integral towards making significant contribution towards our 2027 vision helping 1B people each year.
The focus of the role will be to manage activities to ensure effective programs and processes are in place to address all stakeholder (HCPs, Patients, Pharmacists, et al) inquiries, and that escalations are addressed accurately, timely and in a satisfactory manner. In addition, in support of the broader Pfizer Connect team, the position will provide strategic direction to vendor partners in the development, management and evolution of programs and related processes leveraged.
This role reports to the Pfizer Connect Global Virtual Customer Care Lead and collaborates primarily with Pfizer Connect Leadership Team, US Commercial Brand Teams, Office of the CEO and with numerous other groups who support inquiries received from customers and patients.
Role Responsibilities
Implementing and Maintaining effective Channel Management Processes
Responsible for ongoing oversight of Pfizer's US omni-channel Customer Care programs to ensure all inquires are addressed effectively and that a consistent experience is maintained.
Monitor industry/innovative Customer Experience trends to effectively prioritize, apply emerging solutions to optimize our interaction models; identify gaps in processes and advance initiatives to evolve how agents can better assist inquiries received.
Act as the point of accountability for escalation and liaise directly with stakeholders on behalf of Pfizer for issue resolution (e.g., patients, Better Business Bureau, and State General Attorneys, et al.)
Optimizing existing platforms to enhance user experience, and maximize utilization by establishing and maintaining key performance measures to evaluate operational effectiveness of third-party vendors, including adherence to all applicable internal legal, compliance and regulatory requirements.
Lead the implementation of new business processes and services, working directly with commercial brand teams and enabling functions to advance the value of Pfizer Connect, along with the direct support we provide in relation to Diagnostics.
Drives continuous improvement by creating a culture of accountability and setting clear expectations across programs; accountable for managing budgets in supports of channels managed.
Partnership/Collaboration:
- Establish and foster strong, collaborative relationships with a multitude of internal and external teams, including but not limited to, Legal, Compliance, PX, Digital Client Partners, Solution Delivery Team, Data Platform Architecture, Data Engineering Team, Program Developers, CFE Team, BOP Team, Customer Service, CRM Solution and Service Management Team, on behalf of Pfizer Connect, to ensure the flawless execution of Pfizer Connect-centric AI/Data/Analytics product enhancements.
BASIC QUALIFICATIONS
Bachelor's Degree and 8+ years of total experience
5+ years working in customer care environment, project management and/or customer experience within healthcare industry
2+ years of administrative experience with Salesforce (CRM)
Demonstrated hands-on experience with launching and managing new services and integration
Grasp of pharmaceutical industry fundamentals and needs of our key stakeholders
Excellent communication skills; able to respond with professionalism in verbal as well as written communications
Proven financial acumen of project management
Flexible and agile: able to solicit, receive and integrate feedback from diverse stakeholders
Vendor management experience within reporting and/or compliance areas
Role model for PFE Values (Courage, Excellence, Equity, Joy)
Demonstrate ability to thrive under pressure, to take accountability and to meet deadlines.
PREFERRED QUALIFICATIONS
Strong Analytical, coding skills (such as: Python, R, SQL, etc.), MS Excel and PowerPoint skills.
Proven ability of developing collaborative relationships with key multi-cultural stakeholders and working with virtual teams across multiple countries to help influence change and be able to manage through situational ambiguity, acting independently or in collaboration with other stakeholders as appropriate
Experience leading complex projects in a matrix environment, including management of multi-functional business processes, and delivery of high-impact business results
Able to develop and present complex problems in an effortless way, and quickly switch between details and the big picture.
Ability to be flexible, prioritize multiple demands, deal with ambiguity, and lead teams without authority through complex and challenging cross-functional projects.
Proven ability to act as a strategic partner with the capacity to quickly establish relationships of trust, credibility, and be seen as a driving partner to senior leadership
You are the voice of the customer. You are humble and have a get-it-done attitude. You are a fast learner with a knack for distilling concepts into clear, convincing ideas. Above all, you believe in our mission to help businesses solve their biggest customer engagement challenges leveraging the right mix of strategy and technology to unlock amazing customer experiences. And you are excited to tell that story.
NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS
Periodic Domestic & International travel up to 15% may be required as per business needs
Other Job Details
Last Day to Apply: June 14, 2024
Work Location Assignment:Remote - Field Based
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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