HCP Creation Center Lead – Pfizer Connect Platform and Triage

Why Patients Need You

Technology impacts everything we do. Pfizer’s digital and ‘data first’ strategy focuses on implementing impactful and innovative technology solutions across all functions from research to manufacturing. Whether you are digitizing drug discovery and development, identifying solutions, or making our work easier and faster, you will be making a difference to countless lives.

Role Summary

Pfizer’s Commercial Creation Center and CDI (C4) team is responsible for the creation, configuration, launch, and support of all commercial solutions used by Customer Facing Colleagues (CFCs) globally at Pfizer.

Included in this suite of tools are the Pfizer Connect and Triage Platforms.  The Pfizer Connect team is a call center based team responsible for supporting promotional and non-promotional commercial activity.  The suite of tools used by these teams include call management solutions and CFC engagement platform tools.  Additionally, this role will cover the Triage solution which is used by global CFC colleagues to transfer customer requests to the right Pfizer CFC to compliantly address.     

The HCP Creation Center Lead – Pfizer Connect and Triage Platforms is responsible to partner with the Chief Marketing Office and the corresponding regional leads to understand the current and future unmet business needs of the Pfizer Connect team as well as Global CFCs colleagues as it pertains triage capabilities.  This position will take a leadership role in identifying business opportunities and developing the corresponding business case(s) to secure funding required to drive significant business value through the use of technology.  This position is pivotal in driving consensus across the  functions and capabilities on a comprehensive business technology plan including a capability roadmap along with the related investment plan. 

Position will be accountable for end to end delivery of approved projects and ensuring the Pfizer development processes are followed.  In partnership with solution vendor teams, this position will influence and help drive Strategic Vendor roadmaps to accelerate the inclusion of Pfizer business needs into future releases of the “off the shelf” solutions.  

With a blend of technical expertise, leadership, and strategic vision, this creation center lead drives technical excellence, innovation, and success within the Pfizer Digital.

Role Responsibilities

• Through a deep understanding of the CFC Engagement business and call center processes, identify opportunities to drive significant business value through the use of technology.  Anticipation of both internal and external customer needs will be a critical to overall success.

• Develop and maintain the strategy for the components and capabilities for both global call center CFC Engagement tools and Triage in conjunction with the corresponding technology investment plan.  The ability to balance between being responsive to changing business needs against holding the course against a pre-defined plan will be required drive marketable results.

• Demonstrate global reach and operate across business units to drive process harmonization and technology adoption.

• Actively participate in Leadership Team meeting comprised of both Digital and Business Leaders.  Demonstrate thought leadership on a consistent basis.

• Demonstrate innovative thinking to identify unique business opportunities and solve complex business problems

• Design, implement, and manage a comprehensive operations framework which will allow implementations to markets / BUs following consistent repeatable process to efficiently support global geographic expansion.

• Compliance with Chief Marketing Office (CMO), Biopharma Operations (BPO), Business Unit and other Digital processes and financial procedures is required

• Manage the evolution of the global call center CFC Engagement Platform and Triage solutions including program governance / prioritization as well as geographic expansion into additional regions and markets

• Author business cases to clearly outline overall strategy for the global call center CFC Engagement Platforms and Triage business functions and secure funding for initiatives with the highest business value.

• Provide oversight and guidance to project teams assembled to deliver approved initiatives. 

• Lead and guide multiple projects simultaneously

• Author/review project initiation materials to ensure scope and budget are clear

• Define project team roles, screen vendor candidates and assemble project teams.  Vendor Management for project related activities.

• Review functional and technical designs to ensure “usability” and the customer experience aligns with the visio