Global US Medical Engagement and MI Content Team Lead

Role Summary

The Global/ US MSC Medical Customer Engagement & Medical Information (MI) Content Team Lead will report to the US/Global Medical and Scientific Communications Lead and serves as the enterprise owner for US Medical Customer Engagement and Medical Information Content Capabilities for Global / US MSC.

The Role will be accountable for developing & implementing the frontline capability strategy to deliver direct, customer-facing high quality, trusted, and accurate medical information to US healthcare providers, patients, and caretakers across therapeutic areas (overseeing approximately 350 products) ensuring compliance with Pfizer policies and local requirements. The role will define the strategic operating model and provide executive oversight of the US Frontline MI Team and global, cross-geography frontline capabilities serving the US market, ensuring scalability, compliance, and long-term sustainability. The role is responsible for the productivity and overall operational performance of the frontline capabilities. This oversight includes performance against established KPIs with a focus on metrics associated with enhancing reputational trust, impact, quality, compliance, and measures associated with inquiry management and delivery of insights from MI interactions to shape Pfizer product medical strategy.

This position is accountable for medical customer engagement (MCE) enablement strategies, including management of the US MI Omnichannel strategy, CRM frontline processes / optimization, MCE training, verbal responses and non-medical escalation management, deployment of new customer-facing channels/technologies, business continuity planning and integrations from mergers and acquisitions (M&A).The role will also advance innovative channels and AI-enabled capabilities with impact aimed at optimizing organizational efficiency.

The Role will also be accountable for the Global / US Medical Information content capabilities strategy and developing and implementing the off-shore hubs to optimize and deliver high quality, trusted, and accurate MI content. The role will serve as a point of contact with key global business partners to ensure the US Medical Information content library effectively meets broader needs of the business promoting reuse and adaptation, achieving strategic alignment, consistency, and efficiency in Med Info content use to meet International MI and medical product strategy business needs.

This position will lead or sponsor US/Global MSC, Medical Affairs, MED or Enterprise initiatives to achieve organizational goals impacting the business.This position serves as a core member of the Global/ US MSC LT and the Global MIR Extended Leadership Team (XLT). This role establishes the vision, mission, and goals for the Medical Information Customer Engagement & Content Strategy team.

Role Responsibilities

Medical Customer Engagement Strategy

• Accountable for MCE experience enablement strategies, including the US MI Omnichannel strategy, CRM frontline processes/optimization, frontline training plans, and deployment of new channels/technologies.

• Leads and sets strategic direction for the Medical Information Customer Engagement & Content Team, influencing enterprise Medical Affairs and Biopharma Customer Engagement strategy, ensuring MI interactions insights directly inform Global/ US MSC, MIR, Medical Affairs, and Evidence Generation business priorities and decision making.

• Oversees all aspects of team’s goal-setting, performance management, and formal assessments.

• Leverages the Medical Customer Engagement Team as the interface between Pfizer and HCPs, patients and caregivers, responsible for delivering high-quality, accurate and compliant MI, enhancing trust and enabling two-way medical engagement.

• Oversees the US Frontline MI Team primary point of contact and provides regular feedback on team performance with respect to overall performance, including recommendations for improvement, areas of focus, and re-training.

• Ensures enterprise level strategic alignment and integration across all relevant Pfizer functions (e.g., Customer Engagement/Support Programs, Customer Service, Pfizer RX Pathways, Safety Contact Center, Product Quality Complaint Group)

• Sponsors and governs enterprise innovation initiatives, including AI enabled triage, omnichannel expansion, and next generation medical engagement capabilities, with long-term impact on MSC operating models and scalability.

• Oversees and supports integrations from M&A activity into the US MI capabilities.

• Responsible for identifying efficiencies and striving for more efficient and cost-effective operations. 

• Member of the US/Global MSC LT,