Pfizer Connect Effectiveness Sr. Manager


Do you want to be at the forefront of customer-centric transformation in Pharma? Do you love identifying efficiencies and designing new processes to reduce bottlenecks and waste? Do you pursue your goals relentlessly to achieve the right outcomes? Do you thrive in a startup change-agile environment with lots of ambiguity? Are you a self-starter who can pave a new path for yourself, your team, the organization?

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 increase brand awareness, knowledge and understanding of our products, while enhancing our relationships and relevance with our customer base, ultimately leading to increased revenues.

Working with the Pfizer Connect Leadership team, this leader will be accountable for proactively identifying improved processes at Pfizer Connect to increase efficiency and productivity of our operations and partnering cross-functionally to bring these processes to reality.

  • Map out workflows and processes to proactively identify inefficiencies and waste in the outbound and inbound resource allocation
  • Create and own forecast models to predict call volume and maximize efficiency and customer experience
  • Partner with the Pfizer Connect LT to recommend strategies and tactics that drive impact and improve business KPIs
  • Create the roadmap towards flexible capacity planning at Pfizer Connect across all Business Units and identify steps towards the goal
  • Proactively suggest and create business performance metrics and scorecards and maintain them to generate insights and drive ongoing improvements in: process efficiency, sales effectiveness, customer experience, etc.
  • Responsible for suggesting methods to improve operations, efficiency, and service in inbound and outbound contact center scenarios
  • Lead and participate in various strategic and operational initiatives with a startup mentality and can-do attitude

  • BA/BS Degree required. Operations research or engineering degrees preferred
  • Analytics experience
  • Min 3 years of experience; less with advanced degree
  • Optimization/process redesign experience a must. Preferred experience in sales/contact center environment
  • Proving forecasting experience (preference to resource utilization / workflow forecasting)
  • Self-starter with strong initiative, energy, and accountability with the ability to work autonomously and in a team environment
  • Excellent project management skills with a demonstrated ability to lead projects from inception through completion while bringing stakeholders along
  • Ability to manage competing priorities and balance multiple projects in a dynamic, fast-paced environment and responding quickly to feedback through iterative design

  • Advanced degree in Operations/ Economics / Engineering /Statistic preferred
  • Data visualization experience
  • Customer-centric transformation experience
  • Call center applications experience (voice, IVR, chat, email, CRM)
  • Knowledge of contact center metrics, reporting and call monitoring
  • Knowledge of outsourced call centers and/or call center processes and operational logistics

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.

Other Job Details:
  • Last Date to Apply for Job: December 7, 2021
  • Non-Standard Work Schedule, Travel or Environment Requirements
  • Some light domestic travel may be required, primarily between NYHQ and Pfizer Connect Centers
  • Relocation support available

Pfizer requires all U.S. new hires to be fully vaccinated for COVID-19 prior to the first date of employment. As required by applicable law, Pfizer will consider requests for Reasonable Accommodations.

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.

Mkt & Sales/Commercial Bus