Quality Service Design Lead

Commercial Quality enables the Commercial Business and CMO to innovate and operate by providing consultancy, risk-based controls, and oversight to embed quality in user-centric, end-to-end business processes.

The CQ organization provides Quality Consulting and Quality Oversight to commercial colleagues across pharmacovigilance, patient support programs, data privacy, and promotional practices, this includes:

• Standardizing quality processes to drive consistency and enable the business to move at light speed
• Proactively addressing emerging regulatory and compliance risks
• Streamlining implementation and delivery of new and evolving processes
• Maximizing user experience and promoting self-service
• Building expertise and agility into the CQ workforce to create a “best place to work” environment

ROLE SUMMARY

The Quality Services Design Lead is accountable for the design and integration of CQ’s evolving scope and the optimization of its resource allocation model. This role identifies and leads initiatives to meet evolving business needs including adoption of new technologies and risk-based optimization.

As a leader in the global Commercial Quality Process Design and Oversight Team, the Quality Service Design Lead will continuously shape and lead strategic commercial quality initiatives which improve the efficiency and effectiveness of CQ. This role will also have Business Process Ownership for Data Privacy.

This role is expected to maintain strong relationships with senior commercial stakeholders, functional groups and other CMO stakeholders.

This role will be an active thought leader in commercial quality, drawing upon data and best practice to identify new ways of working and drive continuous improvement.

ROLE RESPONSIBILITIES

Accountable for:

Development of CQ resource allocation model

• Design and implement a resource allocation model for CQ.
• Establish metrics to drive risk-based resource allocation across CQ and optimal balance between self-service and human support. Identify data sources and requirements for these, to feed the required metrics.
• Identify resource allocation improvement opportunities through analyzing available data. Recommend tactics to realize these opportunities.

Drive adoption of new technologies like AI

• Identify and consolidate AI opportunities within CQ and develop implementation roadmap in collaboration with CQ LT
• Lead AI development and implementation projects assigned by CQ LT
• Act as AI Subject Matter Expert within CQ (including AI quality monitoring)

Data Privacy

• Single point of accountability and subject matter expert in Data Privacy (for markets where CQ supports Data Privacy)
• Drive Data Privacy process optimization
• Accountable to drive awareness of GDPR and other data privacy regulations through training and awareness campaigns

Integration of CQ processes / additional scope

• In collaboration with CQ LT, lead the development and realization of an integration roadmap for newly added scope to optimize CQ’s operating model while maintaining service continuity / CQ’s value proposition
• Representing CQ in company wide Integration / Divestiture Projects, ensuring audit readiness is maintained throughout the transition phase
• Establish global deployment and consultation capability providing consistency in approach, incorporates learnings and is documented
• Lead large scale and complex global CQ programs by bringing together cross functional teams with senior leadership representation.

Stakeholder Engagement

• Establish and maintain trusted relationships across senior global stakeholders and business partners (e.g., GPO, GBS, CMO, Digital, Legal, Commercial etc)
• Proactively engage the regional and global CQ community to exchange best practices and lessons learned
• Represent quality team in relevant governance forums (AI related) 

BASIC QUALIFICATIONS

• Preferred Education: BS, MBA
• Preferred Discipline(s): Science, Business Studies/Management, Information Technology
• Strong professional experience; which includes some experience across quality risk areas
• Thorough understanding of the fundamentals of risk management and the end to end quality processes
• Strong business acumen
• Track record of successful global roll deployments / strong project management capabilities
• Proven track record of realizing innovative projects (including AI)
• Excellent stakeholder management, influencing and relationship building skills
• Excellent people management capabilities
• Strong analytical skills; ability to analyze information, draw insights and recommend improvements; ability to synthesize problems and develop innovative solutions and strategies
• Ability to demonstrate strong facilitation and collaboration skills
• Proven ability to develop and drive execution of strategies
• Ability to work effectively and collaboratively with local, regional and global partners
• Excellent verbal and written communication and consultation skills (English required)

PREFERRED QUALIFICATIONS

• Experience in commercial operations, safety, compliance and affordability programs
• Experience in CQ services and scope

 
Work Location Assignment: Hybrid (some office presence is required)

Purpose 

Breakthroughs that change patients' lives... At Pfizer we are a patient centric company, guided by our four values: courage, joy, equity and excellence. Our breakthrough culture lends itself to our dedication to transforming millions of lives.  

Digital Transformation Strategy

One bold way we are achieving our purpose is through our company wide digital transformation strategy. We are leading the way in adopting new data, modelling and automated solutions to further digitize and accelerate drug discovery and development with the aim of enhancing health outcomes and the patient experience.

Flexibility  

We aim to create a trusting, flexible workplace culture which encourages employees to achieve work life harmony, attracts talent and enables everyone to be their best working self. Let’s start the conversation!  

Equal Employment Opportunity 

We believe that a diverse and inclusive workforce is crucial to building a successful business. As an employer, Pfizer is committed to celebrating this, in all its forms – allowing for us to be as diverse as the patients and communities we serve. Together, we continue to build a culture that encourages, supports and empowers our employees.

DisAbility Confident

We are proud to be a Disability Confident Employer and we encourage you to put your best self forward with the knowledge and trust that we will make any reasonable adjustments necessary to support your application and future career. Our mission is unleashing the power of our people, especially those with unique superpowers. Your journey with Pfizer starts here!

Quality Assurance and Control