Contact Center Business Product Lead

2 weeks ago


New York, United States Pfizer Full time

ROLE SUMMARY

The Contact Center CRM Business Product lead is a new role within the CRM Business Product team directly reporting to the CRM Tech Lead within the Customer Engagement Technology & Innovation organization in the Chief Marketing Office (CMO). The product role will be a business lead responsible for Contact Centers for HCP & Patients. The product leader will leverage the product model to drive objectives to support contact center strategy, patient and operating efficiencies. They will collaborate with Pfizer’s digital and contact center teams to set and deliver on OKRs aligned with the strategy and vision. In turn, contributing to amplify a singular CRM across Pfizer enterprise to unlock core business priorities. The Contact Center CRM Business product lead will focus on short to long term direction of contact center technologies (e.g. for case management, workforce management, IVR, Knowledge management, patient support programs) across HCPs and patients with customer experience first mindset.

ROLE RESPONSIBILITIES- Serves as a product lead to continuously manage, develop and drive adoption of Pfizer contact center technology products; partners with digital partners to define problem statement, user / customers and initial product strategy.- Focus on optimizing short term and design long term roadmaps across HCPs & patients contact centers e.g. CRM, case management, IVR, Automatic call distribution Workforce Management and technologies for Patient Support Programs.- Drive customer and CFC user centric optimization by continuously gathering insights and pain points from end users to shape actionable improvements for contact Center technologies in conjunction with digital product team(s)- Identify crucial technology dependencies across CRM technologies which enable Pfizer to deliver recommendations across contact center technology products.- Work closely with digital, Pfizer contact center and CMO partners to address technology interdependencies across user journeys and two-way development of those use cases.- Work closely with the Marketing OPs and Customer Engagement Platform to streamline technology dependencies and bring operations to life.- Drive standardization and scale of contact center CRM technology and architecture products across teams and centralize / streamline business input and decision making to ensure requirements are met effectively and efficiently; support adoption of product, including preparing CFC partners and business for digital releases and key operational impacts.- Manage relationships and engagements with the relevant product group technology vendors in collaboration with digital and procurement team(s) to ensure Pfizer’s business requirements are being addressed.- Explore external platform and technology landscape and evaluate potential new solutions against business needs in collaboration with digital; own ‘buy’ decisions for new platforms and technology.- Monitor product and capability performance to understand gaps and opportunities and rapidly optimize core capabilities and features, in collaboration with digital team.- Lead development of Objectives and Key results (OKRs) for products across the Contact center CRM product group.- Work across the Pfizer teams to enable delivery of personalized and consistent customer / patient experiences.- Closely collaborate with broader digital, CFC and CMO teams on the platform connectivity across current and future CFC CRM- Collaborate closely with stakeholders within the CMO organization and other organizations within Pfizer, including;- Support privacy, digital, legal, regulatory and compliance teams in setting and deploying data standards, policies and procedures in context of the contact center products- Collaborate with digital team on product decisioning / strategy as well as day to day product delivery within the agile teams, including with technical / engineering team on hands on solution development and management of external development vendors.BASIC QUALIFICATIONS
- BA Required; MBA or equivalent Master’s-level education preferred
- 15+ years of related field experience:

- Leading Contact center technology for an innovative multi brand global Fortune 500, Health, Pharma or regulated B2B and / or consumer org
- Deep understanding and passion for contact center technologies to drive excellence in customer experience and agent productivity
- Being customer-obsessed, innovative and results-oriented business lead
- Product management, product owner, product analyst, or other related product roles
- Leading and understand agile ways of working and product development lifecycle.
- Navigating consumer privacy and / or healthcare data landscape at scale
- Integrating sales and marketing technology and customer journeys across channels
- Experience in working with engineering teams in designing scalable architecture that meets the needs of marketing and sales co-workers
- Experience evaluating product decisions str


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