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, Global US MIR XLT, and the International + Global US MIR LT.Works closely with Category Team Leaders contributing knowledge, expertise and business intelligence gained from working with medical customer engagement/US MI Frontline Team.
Med Info Frontline Capability Strategy
Strategic and operational ownership of US MI Frontline capability (~25 FTEs located in multiple countries) including governance of vendor-delivered and Pfizer-led resources, delivering MI service at enterprise scale.
Responsible for delivering Frontline MI service aligned with US Medical Customer Engagement strategy, including channel (phones, digital assist, live chat, etc) oversight.
Accountable for defining, monitoring, and evolving enterprise KPIs and performance management frameworks for US Frontline MI delivery, ensuring alignment with medical Customer Engagement strategy, long-term efficiency goals, and in accordance with compliance standards & prevailing regulations.
Accountable for high complexity financial stewardship, including budget planning, forecasting, and investment trade-offs across frontline operations, vendors, and enabling technologies, with decisions impacting service levels, compliance risk, and enterprise efficiency.
Thorough understanding of US MI’s medical inquiry management procedures, work instructions (WIs), guidelines, systems and databases required to manage customer interactions.
Accountable for identifying system enhancements to improve US Frontline MI Team efficiency and optimize the medical customer engagement experience.
Champions & strengthens Global Medical Quality Governance (GMQG) collaboration to ensure operations adhere to the highest quality standards, proactively identifying, characterizing and mitigating potential areas of risk, and reinforcing inspection readiness through consistent, compliant execution and clear documentation practices.
Anticipates and oversees training needs of US Frontline MI Team on use of CRM systems, product information and case handling.
Accountable for US Frontline MI Team business continuity planning, crisis management, and disaster recovery.
Recognized internally and externally as a thought leader in Medical Information Customer Engagement; shapes external landscape engagement to anticipate and sponsor adoption of emerging technologies and industry trends with enterprise impact.
Medical Information Content Capabilities Strategy
Defines and owns US/Global Medical Information content capabilities strategy and execution across the Pfizer portfolio, setting enterprise standards for content quality, reuse, and scalability across regions in collaboration with Categories, including medical product launch readiness/excellence for products in late-stage development.
Accountable for content effectiveness, including enhancement opportunities for content creation, customization and use across US Med Info systems & channels. Assures that Medical Information Content Team members are appropriately integrated into Category Teams, are adding maximum value, and are using their experience through learning and collaboration.
Oversees all aspects of team’s goal-setting, performance management, and formal assessments.
Provides strategic leadership and governance, driving alignment without direct authority to achieve enterprise efficiency and consistency, ensuring content libraries effectively meet healthcare provider, patient, and caretaker needs without duplication of efforts.
Drives the planning and implementation of core processes to optimize the efficient creation & management of content, collaborating with GMQG and relevant SMEs
Accountable for oversight and quality of scientific content in compliance with local regulations, Standard Operating Procedures and Work Instructions.
Strategic Decision Authority
Makes high judgment decisions in areas of regulatory ambiguity, emerging technology adoption, global operating model design, and investment prioritization. Decisions have long term impact on MSC strategy, Medical Affairs effectiveness, and Pfizer’s medical reputation globally. Provides leadership for US/Global MI during corporate audits and external inspections conducted by regulatory authorities and license partners.
Basic Qualifications
Advanced scientific degree (PharmD, MD, PhD, MS). Scientific education with an appropriate life science major in combination with extensive relevant industry experience will also be considered.
7+years experience in Medical Affairs including Medical Information, Medical Communications, Publications, Medical Content, Field Medical, Pharmacovigilance or related discipline. Management of contact center vendor, budget, and/or complex business processes is highly preferred.
Minimum of 5+ years of management experience preferred (including budget and financial planning) in a senior position in industry, academia or a healthcare institution; experience managing leaders with the ability to effectively lead complex teams in a matrix environment
Proven ability to influence senior stakeholders and make medical decisions
Deep understanding of regulatory, compliance, and quality requirements
Experience leading and developing high-performing teams
Strong executive presence and communication skills
Demonstrated analytical capabilities combined with strategic planning skills
Experience in representing a function within a matrix organization through a strong track record of excellent presentation, customer facing, and interpersonal skills
Quickly build rapport and credibility with key internal and key external stakeholders through strong interpersonal skills
Strong organizational skills to track numerous priorities for multiple simultaneous projects in a deadline-oriented environment
Demonstrated breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers, lead with or without authority, develop and coach others, oversee and guide the work of other colleagues to achieve meaningful outcomes, and create business impact.
Demonstrated change agility; be flexible to new opportunities (e.g. new therapeutic areas) and adaptable to organizational change
Be a self-starter, be accountable, and have a sense of urgency in delivering results that have medical impact and yield a positive customer experience
Demonstrated excellent strategic & relationship management skills and the ability to influence and negotiate outcomes
Preferred Qualifications
Knowledge of the clinical practice of pharmacy, medicine or information science preferred
In-depth understanding of MI systems/technologies and customer-facing channels, including interaction and content management systems, IVR/telephony, and web-based channels)
Business continuity, crisis management, or disaster recovery experience
Proven track record of managing complex business processes
Experience in providing process improvements and innovative solutions
Excellent skills in communication, both written and oral and experience teaching others communication and soft skills
Demonstrated ability to manage multiple objectives, thrives in a dynamic and fast-paced environment, respond to tight timelines, and manage competing priorities
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.
NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS
Travel up to 25%
This is a hybrid role requiring you to live within commuting distance and work on-site an average of 2.5 days per week or more as needed.
The annual base salary for this position ranges from $214,900.00 to $358,100.00. 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.
Candidates must be authorized to be employed in the U.S. by any employer.
U.S. work visa sponsorship (such as TN, O-1, H-1B, etc.) is not available for this role now or in the future.
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.
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