Director, Service Ambassador Lead

The Service Ambassador Lead is responsible for designing and implementing a best-in-class customer experience strategy for Meetings, External Events, & Travel (MEET) customers as they interact with our organization. This global role will lead the standardization of the business service levels across each region. The Service Ambassador will lead a global team who will serve as the first point of contact for non-standard requests and will ensure that all MEET-related support requests are appropriately triaged and addressed via a single point of accountability. In addition to the design and implementation of MEET’s customer experience strategy, this lead will be responsible for ensuring that the Service Ambassador team is addressing customer needs in a timely and efficient manner; proactively identifying ways to promote best-in-class services; addressing customer issues; and interfacing between the regional leads and the business to address needs and provide MEET services. The lead role is responsible for global service-letter agreements, designing a best in class operating model and measuring all metrics to ensure the global team is transparent with the business. Additional responsibilities include monitoring the timing and effectiveness of all healthcare professional, patient, and healthcare organization transactions to identify any potential delays in the customer experience (contracts, payment, reimbursement and other). This role will manage 30+ colleagues based in Global Business Services (GBS) Operations Hubs and in select markets. The role will work closely with regional MEET Leads and will report directly to the Global MEET Operations Lead.

Customer Experience Strategy, Design, and Implementation

• Develop and implement an end-to-end strategy that ensures a seamless customer experience (for both internal and external customers) as it relates to the delivery of all MEET services 

• Develop and implement global standards and processes for customer experience within our MEET service strategy (guidelines, policy and training)

• Identify opportunities for continuous improvement within the MEET customer experience model, and drive the associated design and implementation

• Lead a team serving as the first point of contact for all non-standard requests related to customer experience; all escalations; and all queries about the appropriate outlet for MEET support needs

• Strategize and implement MEET approach for tracking of healthcare professional journey throughout end-to-end MEET processes

• Interface with regional MEET Service Center leads to resolve customer service issues as needed

• Exhibit a deep understanding of MEET policies, procedures, control, and systems to ensure that customer experience solutions and strategies are in line with these standards

• Ensure alignment with North Star principles of “speed to value, business impact, promote our services, and create capacity”

• Represent MEET to Senior Leaders in in presenting strategies, data analytics and change management roadmaps

• Ensure $800M+ in honoraria payments globally are executed in a timely and accurate manner

Stakeholder Engagement

• Ability to present to executive leadership and manage relationships with stakeholders globally

• Ability to interact with external customers (Healthcare Professionals, Healthcare Organizations, patients) to resolve outstanding issues and to understand emerging needs to be addressed by the MEET organization

• Represent customer needs and comments to MEET Lead as appropriate

• Articulate and position the services delivered to varied levels of stakeholders – incl. executive leadership

People Management and Development / Financial Responsibilities

• Design, implementation and measurement of global operations team and all internal and external customer experience

• Provide coaching and development for team members through structured process and tools including individual development plans and talent development

• Create a team environment that drives high colleague engagement and adoption of making Pfizer a great place to work

• Utilize Pfizer, GBS and Sourcing & Enterprise Services (S&ES) available tools to continually improve the organizational capabilities of the team

Basic Qualifications

• 10+ years (9+ years with MBA/ MS) of experience in management and customer focused operations with significant volumes and risk (incl. audit and/or finance experience)

• Minimum of bachelor’s degree in Business, Finance, Analytics, or a related discipline

• Understanding and expertise in the technology landscape that supports MEET 

• Strong written and verbal communication skills enabling effective communication with all levels of management

• Ability to lead and motivate others

• Project management experience with change management and communications for global organizations

• Ability to lead a diverse team and influence leaders

• Strong data analysis skills and strong financial expertise managing large budgets

• Strong analytical thinking and problem-solving skills 

• Ability to work under pressure and to handle several projects at once

• High level of self-motivation, energy, and flexibility

• Highly customer- and service-minded

• Proven ability to drive continuous improvement

• Proven ability to maintain complete and accurate standard operating procedures and SOX related internal control documentation

• Strong interpersonal and organizational skills

• Strong proficiency managing travel, meeting, & event teams as well as related compliance operations 

• Management of multiple high level client stakeholders

• Proficiency in PC skills (MS Excel, Word, PowerPoint) required

• Good organizational skills to coordinate and manage multiple priorities

• Strong written and verbal skills to enable effective communication with high level leadership

• 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.

Experience

• Fluency in English is a must; additional languages preferred

• Experience in leading global initiatives: strong project management skills

• Experience with transformations involving global colleagues (people/work migrations)

• Demonstrated diverse leadership experiences 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

• Proven ability to lead and manage cross-functional, high-performing global teams in a fast-paced, dynamic environment 

• Comfort with ambiguity, anticipates changes, and influences direction of innovative operational strategies

• Ability to manage large financial budgets and identify cost efficiencies through negotiations

• Strong compliance, customer experience and stakeholder management experience

• Previous experience with pharmaceutical companies is preferred

Knowledge

• Deep expertise and understanding of a large compliance related, customer facing operations team

• Ability to engage with senior executives to influence decisions

• Expertise in strategy development

• Budgeting and financial management, incl. scenario planning and forecasting

• Recognized as a leader who delivers strong financial and customer experience results

• Ability to develop strategy for continuous improvement

• Global business strategy management skills

• Project management & communications skills: ability to lead

Last Date to Apply to Job: June 7, 2023

Work Location Assignment: On-Premise. Locations listed are preferred, but other site locations will be considered

The annual base salary for this position ranges from $141,200.00 to $0.00. In addition, this position offers an annual bonus with a target of 20.0% of the base salary. Benefits offered include a retirement savings plan, paid vacation, holiday and personal days, paid caregiver/parental and medical leave, and health benefits to include medical, prescription drug, dental and vision coverage in accordance with the terms and conditions of the applicable plans. Salary range does not apply to the Tampa, FL location.

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.

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