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Contact Center Business Product Lead

Pfizer
New York, NY
Contact Center Business Product Lead Location New York, NY : ROLE SUMMARY The Contact Center CRM Business Product lead is a new role within the CRM Business Product team directly reporting to the CRM Tech Lead within the Customer Engagement Technology & Innovation organization in the Chief Marketing Office (CMO). The product role will be a business lead responsible for Contact Centers for HCP & Patients. The product leader will leverage the product model to drive objectives to support contact center strategy, patient and operating efficiencies. They will collaborate with Pfizer's digital and contact center teams to set and deliver on OKRs aligned with the strategy and vision. In turn, contributing to amplify a singular CRM across Pfizer enterprise to unlock core business priorities. The Contact Center CRM Business product lead will focus on short to long term direction of contact center technologies (e.g. for case management, workforce management, IVR, Knowledge management, patient support programs) across HCPs and patients with customer experience first mindset. ROLE RESPONSIBILITIES
  • Serves as a product lead to continuously manage, develop and drive adoption of Pfizer contact center technology products; partners with digital partners to define problem statement, user / customers and initial product strategy.
  • Focus on optimizing short term and design long term roadmaps across HCPs & patients contact centers e.g. CRM, case management, IVR, Automatic call distribution Workforce Management and technologies for Patient Support Programs.
  • Drive customer and CFC user centric optimization by continuously gathering insights and pain points from end users to shape actionable improvements for contact Center technologies in conjunction with digital product team(s)
  • Identify crucial technology dependencies across CRM technologies which enable Pfizer to deliver recommendations across contact center technology products.
  • Work closely with digital, Pfizer contact center and CMO partners to address technology interdependencies across user journeys and two-way development of those use cases.
  • Work closely with the Marketing OPs and Customer Engagement Platform to streamline technology dependencies and bring operations to life.
  • Drive standardization and scale of contact center CRM technology and architecture products across teams and centralize / streamline business input and decision making to ensure requirements are met effectively and efficiently; support adoption of product, including preparing CFC partners and business for digital releases and key operational impacts.
  • Manage relationships and engagements with the relevant product group technology vendors in collaboration with digital and procurement team(s) to ensure Pfizer's business requirements are being addressed.
  • Explore external platform and technology landscape and evaluate potential new solutions against business needs in collaboration with digital; own ‘buy' decisions for new platforms and technology.
  • Monitor product and capability performance to understand gaps and opportunities and rapidly optimize core capabilities and features, in collaboration with digital team.
  • Lead development of Objectives and Key results (OKRs) for products across the Contact center CRM product group.
  • Work across the Pfizer teams to enable delivery of personalized and consistent customer / patient experiences.
  • Closely collaborate with broader digital, CFC and CMO teams on the platform connectivity across current and future CFC CRM
  • Collaborate closely with stakeholders within the CMO organization and other organizations within Pfizer, including;
  • Support privacy, digital, legal, regulatory and compliance teams in setting and deploying data standards, policies and procedures in context of the contact center products
  • Collaborate with digital team on product decisioning / strategy as well as day to day product delivery within the agile teams, including with technical / engineering team on hands on solution development and management of external development vendors.
  • 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.
    • BASIC QUALIFICATIONS
    • BA Required; MBA or equivalent Master's-level education preferred
    • 15+ years of related field experience:
    • Leading Contact center technology for an innovative multi brand global Fortune 500, Health, Pharma or regulated B2B and / or consumer org
    • Deep understanding and passion for contact center technologies to drive excellence in customer experience and agent productivity
    • Being customer-obsessed, innovative and results-oriented business lead
    • Product management, product owner, product analyst, or other related product roles
    • Leading and understand agile ways of working and product development lifecycle.
    • Navigating consumer privacy and / or healthcare data landscape at scale
    • Integrating sales and marketing technology and customer journeys across channels
    • Experience in working with engineering teams in designing scalable architecture that meets the needs of marketing and sales co-workers
    • Experience evaluating product decisions strategically and making prioritization trade offs, leveraging large datasets to make data driven product decisions while collaborating with multiple stakeholders and cross functional teams.
    • Excellent interpersonal skills and mastery of working in a matrixed environment.
    • Self motivated with demonstrated ability to execute with speed and high quality
    • Demonstrated business acumen strong analytical skills and mindset
    • Role model for the PFE values (Courage, Excellence, Equity, Joy)
    • Experience in leading complex, large scale business projects and initiatives, identifying risks and removing roadblocks to enable teams to achieve successful delivery.
    • Strong writing, presentation and influencing skills
    • Ability to thrive under pressure, take accountability and to meet deadlines
    • Discretion and trustworthiness in dealing with confidential information
    PREFERRED QUALIFICATIONS
    • Master's-level education preferred
    • Broad Knowledge of the pharmaceutical industry and healthcare environment; experience in Direct to consumer.
    • Prior experience as platforms and technology product manager / business leas in pharma or a high growth start up
    • Any US Pfizer site preferred for this role with flexibility to work across global time zones
    NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS Flexibility to work across global time zones with some travel OTHER JOB DETAILS
    • Last Date to Apply: May 5th, 2024
    • Work Location Assignment: On Premise 2-3 days per week, New York City HQ, USA - Any Pfizer site, or EU-Any Pfizer site
    • Eligible for employee referral bonus
    #LI-PF #HCPCRM #CRMStrategy #CRMMarketing #CustomerJourney #CRMProgram The annual base salary for this position ranges from $191,300.00 to $318,800.00. In addition, this position is eligible for participation in Pfizer's Global Performance Plan with a bonus target of 22.5% of the base salary and eligibility to participate in our share based long term incentive program. We offer comprehensive and generous benefits and programs to help our colleagues lead healthy lives and to support each of life's moments. Benefits offered include a 401(k) plan with Pfizer Matching Contributions and an additional Pfizer Retirement Savings Contribution, paid vacation, holiday and personal days, paid caregiver/parental and medical leave, and health benefits to include medical, prescription drug, dental and vision coverage. Learn more at Pfizer Candidate Site - U.S. Benefits | (uscandidates.mypfizerbenefits.com). Pfizer compensation structures and benefit packages are aligned based on the location of hire. The United States salary range provided does not apply to Tampa, FL or any location outside of the United States. 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. This position requires permanent work authorization in the United States. Information & Business Tech #LI-PFE
Posted 2026-01-09

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