Use Your Power For Purpose
At Pfizer, our purpose is breakthroughs that change patients' lives and our colleagues make this happen. All over the world, our colleagues work together to touch millions of lives. Forward Impact Teams (FIT) deliver rapid outcomes by experimenting, learning fast, and proving what works.
The Director of CX Pod Excellence leads and develops a team of CX Leads who are embedded across Commercial Forward Impact Teams, driving customer experience transformation at unprecedented scale and speed. This role is critical to proving that effective, AI-augmented teams can deliver higher ROI compared to traditional models.
Operating at the intersection of people leadership, operational excellence, and customer experience innovation, the Director ensures consistent delivery of experiences while building a high-performing team of CX practitioners. The role has responsibility for resource optimization, talent development, and maintaining quality standards across all FITs while fostering a culture of experimentation and continuous learning.
The Director balances strategic leadership with hands-on delivery; personally leading projects during surge periods while coaching and developing CX Leads. You will work closely with stakeholders to ensure alignment, manage resource allocation dynamically, and establish the operational rhythms that enable our AI-augmented model to succeed, all while building the next generation of CX leaders who can thrive in this transformative environment.
What You Will Achieve
Director of CX Pod Excellence combines people leadership with hands-on experience delivery, maintaining a strategic 60/40 split between managing the CX Lead team and directly leading Forward Impact Teams (FIT) initiatives.
This role oversees CX Leads (both Director and Manager levels) deployed across FIT, ensuring consistent excellence in customer experience delivery.
This position serves as the primary escalation point for all commercial FIT-embedded CX practitioners, providing coaching, removing barriers, and ensuring resources are optimally allocated across the portfolio. The role requires exceptional people leadership skills combined with deep CX expertise to both guide others and demonstrate excellence through personal delivery. By maintaining direct pod involvement while leading the team, this director ensures coaching is grounded in current realities, not theoretical frameworks. Success means every CX Lead delivers at their highest potential while Forward Impact Teams achieve unprecedented velocity and quality.
This role creates a unified CX Lead community across distributed teams, ensuring practitioners never feel isolated despite being embedded in different Forward Impact Teams. Through weekly team syncs, peer coaching circles, regular 1:1s focused on growth, and celebration of both individual and collective wins, this leader builds a culture where CX Leads support each other while maintaining Forward Impact Teams accountability.
People Leadership & Team Development
Pod Excellence & Direct Delivery
Here Is What You Need (Minimum Requirements):
Bonus Points If You Have (Preferred Requirements):
Physical/Mental Requirements
Other Job Details
Relocation assistance may be available based on business needs and/or eligibility.
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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.
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