Learning Effectiveness Operations Senior Manager, Global Customer Engagement Training (GCET)

ROLE SUMMARY

As a part of the Purpose Blueprint 2.0’s Execution Makes the Difference, we have an aspiration to develop world-class training for commercial customer-facing colleagues and leaders via the new Global Customer Engagement Training (GCET) organization. The GCET organization is built to meet commercial customer-facing learners where they are by deploying innovative, multimodal approaches to deliver best in class learning content that spans roles, brands, and topics.

The Learning Effectiveness Operations Manager is responsible for ensuring the various systems, business standards, and operational processes of the GCET organization are functioning effectively and ensure seamless delivery of training capabilities and services. This role is critical to ensuring program continuity, delivery, and sustained enhancements are developed to meet the needs of evolving commercial and training capabilities.

This role helps manage the operational portfolio of capabilities, systems, tools, budget management, and processes across the training delivery teams, the program coordinator office, and the various support teams to ensure a seamless, consistent and optimal learner experience. This role monitors adherence to existing SOPs and work instructions to manage risk for the organization and ensure financial and technical discipline. This role understands the learning eco-system and fosters partnerships with Digital, Commercial, Finance, and PX to drive impact, effectiveness, and organizational agility.

ROLE RESPONSIBILITIES

• Translates strategic objectives into operational plans & processes; provides insight into operational feasibility of proposed learning strategies

• Works with respective GCET delivery teams to ensure systems, content, and curricula scheduled is operationalized for respective brands

• Ensures that learning platform system administrators adhere to all compliance requirements, policies & processes as it relates to brand certification and commercial requirements

• Implements appropriate controls & review processes to ensure audit readiness

• Orchestrates enablement of learning events (content publishing, audience management, assessment/exam creation, content translation where necessary, etc.) across central support teams & regional resources

• Manages learning event coordination with business process owner(s) to ensure Service Level Agreements are consistently met

• Ensures budget management and resource allocation is tracked and executed with fiscal discipline.

• Proactively identifies opportunities for operational efficiencies

• May direct work and priorities across all learning technologies used to deploy Commercial training to flexible resource team(s)

• Assists in the development and management, of all relevant policies and procedures that the GCET organization is accountable for to ensure program effectiveness and compliance.

BASIC QUALIFICATIONS

• BA/BS Degree required

• A minimum 6+ years of experience in commercial training operations, sales enablement, services management experience or combination of related experiences

• Project Management experience and organizational abilities to simultaneously manage multiple complex projects

• May direct work and priorities across all learning technologies used to deploy Commercial training to flexible resource team(s)

• Required computer proficiency: deep working knowledge & administration experience in Learning Management Systems such as SAP SuccessFactors; Microsoft Office applications

• Experience with Pfizer learning platforms, and broader digital ecosystem

• A track record of holding self and others accountable to meet commitments

• Demonstrated process improvement skills, with a track record of creating innovative ideas to develop more efficient and effective ways of working

• Ability to understand the business environment and objectives to develop fit-for-purpose solutions accordingly

PREFERRED QUALIFICATIONS

• Previous Consulting, Process Improvement, Enterprise platform management experience preferred

• Demonstrated ability to work effectively across multiple teams / functions at Pfizer, both field and HQ-based, or other pharmaceutical organization

• Relevant Certifications (PMP, CSPO, ITIL, etc.)

  
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.

N