Global Product and Practice Lead – Contact Centers and Unified Communications

ROLE SUMMARY

Pfizer’s purpose, breakthroughs that change patients’ lives, is rooted in being a science driven and patient focused company. Digital, data, and technology are central to driving innovation at Pfizer. Workforce Platforms innovates to provide Pfizer's end users sustainable, consistent, and trustworthy collaboration platforms and access to business systems. In this role you will lead our “Contact Centers and Unified Communications” product and our talented, creative, and multidisciplinary team globally.

The role is responsible for the design, engineering, operationalization, and continuous improvement of Pfizer’s global portfolio of products & services for Contact Centers, Unified Communication, and Fax including; Cloud and Onprem Contact Centers, IPT & TDM Telephony, Satellite Comms, Cell and Distributed Antenna Systems, Fax, and the Broadcast Technology for inhouse and public events.

For the people in the team, you will drive a talent growth agenda which enables the exploration of diverse growth paths. You will determine key functional capabilities and opportunities, ensuring colleagues are inspired and supported to participate broadly and afforded time for innovation and development.

You will be responsible to proactively identify strategic workforce plans that link organizational strategy with current and future internal and external landscapes.

For the products, services and platforms the team deliver you will, coordinate product strategy and lead through influence and persuasion across numerous partner teams working on all aspects of the business. You will ensure the relevant capability backlogs are prioritized and maintained.

You will use excellent product acumen and understanding of the challenges our business and clients face, to deliver secure complex systems that scale to build products that delight our stakeholders, our partners, and our employees.

This position requires the ability to influence and collaborate with peers, develop, and coach others, and oversee & guide the work of colleagues and contractors to achieve meaningful outcomes and create business value.

As part of the Workforce Platforms team, you'll help to ensure that Enterprise Platforms & Security at Pfizer has adopted the right strategy for our products.

ROLE RESPONSIBILITIES

• Define and synchronize the team (practice) vision across the organization.
• Grow and manage a diverse and rightly skilled talent pool to ensure the highest level of service quality with a culture of continuous learning, discovery, accountability and ownership in the practice.
• Define the interaction model with served teams and stakeholders. Advocate and train others on our agile infrastructure operating system model.
• Partner with cross-functional product teams to steer the evolution; design and implement product, service and platform patterns; understand, document and position Pfizer correctly relative to the appropriate benchmarks; address technology compatibility and capacity; and optimize the use of cloud services to support business requirements.
• Deliver infrastructure via automation, self-service and an infrastructure-as-code pipeline so the focus of our colleagues is on solving our toughest challenges & modernizing.
• Organize, prioritize and manage work assignments, apply radical condor in providing feedback on performance, developing career pathways and determining compensation.
• Manage the transition of engineered solutions to steady-state operations, and maintain a secure, qualified, contemporary, and cost-effective ecosystem.
• Lead critical partnership efforts with enterprise Platform and Software “as a Service” providers, including UCaaS. Understand emerging industry and innovative technology trends to effectively prioritize and practically apply existing, new, and emerging technologies. Influence senior management decisions that have impact on business direction.
• Participate in applicable inspections and audits and execute remediation plans for identified deficiencies.

BASIC QUALIFICATIONS

• 10+ Experience leading an Information Technology team.
• Proven ability to research, develop, and keep abreast of tools, techniques, and process improvements in support of workforce platforms.
• Experience with IT deployments, including but not limited to software, hardware, and operating systems.

PREFERRED QUALIFICATIONS

• 5+ years experience in pharmaceutical or other regulated industry.
• Experience as a product manager or similar, ideally related to cloud hosted Contact Centers, Unified Communications and Fax services.
• Strong financial and budget acumen.
• Experience conducting digital experiments and / or initiatives that were scaled up, yielding tangible business outcomes.
• Disciplined in troubleshooting and problem-solving techniques.
• Experience in an organization using agile methodologies.
• Proven ability to engage with the external ecosystem and forge successful partnerships.
• Demonstrate 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.

NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS

• From time to time, it may be necessary to respond to requests on short notice. These requests may require working during extended hours, weekends and holidays.
• Pfizer Digital encourages the use of virtual tools, for our colleagues to login from we are most productive, however limited travel may be required.

SUPERVISION

• Directs a practice of approximately 10 globally distributed colleagues, including direct reports and managers with supervisory responsibility.
• Supervises over 20+ people globally distributed contingent worker staff.

 
Work Location Assignment: Flexible

LI#PFE

Purpose 

Breakthroughs that change patients' lives... At Pfizer we are a patient centric company, guided by our four values: courage, joy, equity and excellence. Our breakthrough culture lends itself to our dedication to transforming millions of lives.  

Digital Transformation Strategy

One bold way we are achieving our purpose is through our company wide digital transformation strategy. We are leading the way in adopting new data, modelling and automated solutions to further digitize and accelerate drug discovery and development with the aim of enhancing health outcomes and the patient experience.

Flexibility  

We aim to create a trusting, flexible workplace culture which encourages employees to achieve work life harmony, attracts talent and enables everyone to be their best working self. Let’s start the conversation!  

Equal Employment Opportunity 

We believe that a diverse and inclusive workforce is crucial to building a successful business. As an employer, Pfizer is committed to celebrating this, in all its forms – allowing for us to be as diverse as the patients and communities we serve. Together, we continue to build a culture that encourages, supports and empowers our employees.

Information & Business Tech#LI-PFE