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CSS Operations COE Lead


New York, NY
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Job Details

The CSS Operations COE Lead will lead a team of 4-6 FTE Pfizer colleagues and 6-10 FTE contingency workers and is accountable for the strategic planning, development, execution and continuous improvement for all global systems and processes pertaining to Customer Engagement Programs (CEP), Customer Interaction Tools (CIT), and Social Listening Programs (SLP) supporting all BUs worldwide.

The CSS Operations Lead will hold end-to-end accountability for continuous operations of all systems, processes and data analysis pertaining to CEP/CIT/Social Listening processes, while maintaining the integrity of the information.

The role will be responsible for anticipating and proactively performing data analysis and developing insights to inform CSS, Business Process Owners, Commercial leadership, and other key stakeholders of the status and trends of CEPs/CITs worldwide with an overall focus on improving the quality of CSS operations and compliance. The role will lead global vendor excellence of associated vendors across CEP, CIT, and Social Listening in order to drive consistency and compliance across the CSS vendor landscape. The role will also be accountable for managing resources and funding allocation and will also contribute substantially to the overall CSS Strategic Roadmap and Operating Plan.


+ CSS Operations: Systems and Support Model Oversight

+ Accountable for setting strategy, overseeing management and ensuring proper maintenance of the CSS platforms to ensure continuous operation, maintain integrity of the data, and guarantee global systems meet the business and regulatory needs of all CSS colleagues and CSS' key stakeholders as well supporting delivery of the end-to-end CEP/CIT/SLP processes. Systems/Tools include CEP Inventory, CIT Inventory, Line of Sight, BRAVO, CEP & CIT Resource Centers and any new systems or tools added to the ecosystem.

+ Partner with CEP/CIT/SLP Business Process Owners and Safety to lead definition and maintenance of CEP/CIT/SLP systems requirements and lead technical development and maintenance of all systems and associated workflow processes end-to-end

+ Set strategy for all CEP/CIT/SLP systems, oversee identification of continuous improvement opportunities by providing direction and oversight to the cross-CSS Operations COE working group tasked with identifying opportunities, evaluating synergies, and developing recommendations across CSS Operations systems and processes

+ Own the development and maintenance of CSS systems' strategic roadmaps through identification of opportunities to enhance CSS' systems to meet business and regulatory needs and liaising with Business Technology and other technology partners for development of systems

+ Accountable for design and continual evolution of the CSS Operations COE support model; champion the continued evolution of the CSS Operations COE support model by providing oversight to the cross-CSS Operations COE working group responsible for developing and evaluating the CSS Operations COE support model

+ Chair CEP/CIT/SLP Systems Governance Forum(s) and BRAVO Advisory Board to drive collaboration and consistency of CEP/CIT/SLP related systems across multiple Pfizer stakeholder groups

+ Supervise development and maintenance of a consistent process to identify, track and manage system related queries and issues that arise in the course of CSS operations

+ Responsible for providing systems subject matter expertise to support development of systems and operations training for CSS, Commercial colleagues, and other key stakeholder by working collaboratively with the CSS Training COE and BPOs

+ Metrics and Surveillance: Data Reports and Key Performance Indicators

+ Accountable for monitoring, collating, analyzing and reporting of all relevant global CEP/CIT/SLP compliance data (e.g. global dashboard) in support of inspection readiness oversight

+ Drive the end-to-end development of all CEP/CIT/SLP reports and key performance indicators and oversee development of actionable insights that CSS, Commercial leadership, and other key stakeholders can leverage to enhance CEP/CIT/SLP processes

+ Accountable for development of insights on the risk-benefit profile of CEP to help CSS, Commercial leadership, and other key stakeholders understand the current health and quality of CEPs

+ Communicate CEP/CIT/SLP performance to CEP/CIT/SLP governance bodies and key stakeholders including Commercial leadership

+ Support audits and inspections with reporting expertise by synthesizing key reports and metrics needed by CSS and other key stakeholders

+ Engage with key stakeholders to ensure understanding of trends and opportunities for process enhancement

+ On behalf of the CSS COE, work with Regional and Local CSS Leads to ensure the status of CEPs, CIT Tools, and SLPs across Pfizer are compliantly maintained

+ Vendors: Oversight and Management

+ Act as the CSS champion with Procurement and Knowledge & Operations teams to drive efficient usage of Service Excellence Agreement (SEA) methodologies for CEP vendors

+ Proactively collaborate with commercial leadership, Safety, MQO, MQA to drive a consistent understanding of vendor performance trends and opportunities to enhance vendor management across CSS stakeholder groups

+ Define the requirements for vendor training and management, act as SME for development and approval of the corresponding material and updates as necessary

+ Work closely with Regional CSS Leads to monitor, report and support remediation of vendor performance and establish recommendations for new and existing vendors

+ Own the development and deployment of CSS Vendor Oversight strategic roadmaps

+ People Management

+ Manage CSS Operations COE colleagues and contractors responsible for operational, systems oversight, reporting, and vendor oversight activities

+ Provide oversight to all activities performed in the CSS Operations COE

+ Facilitate mentoring, coaching, training, and development of CSS Operations COE colleagues

+ Provide input to CSS Operations COE colleagues performance review and developmental plans


+ Bachelor's degree is required and Master's degree is preferred

+ 15+ years' experience in pharmaceutical industry, with at least 5+ years of experience in managing diverse/global teams

+ Minimum 5 years' experience demonstrating an ability to carry out data management functions proficiently, with high quality and on a timely basis

+ Experience in managing global shared services operations, preferably in Pharmacovigilance or Safety functions

+ Deep understanding of Pfizer's pharmaceutical business operations and products

+ Understand the fundamentals of drug safety and risk management (e.g. AE reporting), as well as CEP processes, policies and procedures

+ Proven ability in vendor management both internally and preferably as an external vendor partner

+ Strong collaboration/relationship-building skills and ability to engage across multiple functions, including technical and business

+ Excellent communication skills with an ability to respond with professionalism in verbal as well as written communications Skills and Knowledge

+ Demonstrated business acumen, strong project management skills, the ability to handle multiple tasks simultaneously, can respond to tight timelines, demonstrates managerial courage as well as the capability to interact with all levels of the organization in a professional manner

+ High level of strategic and analytical skills

+ Demonstrated leadership ability in complex, cross-functional and cross-regional initiatives

+ Ability to synthetize problems and develop innovative solutions and strategies

+ Ability to drive execution of strategies, acting independently and/or in collaboration with other stakeholders as appropriate

+ Ability to engage and collaborate effectively with stakeholders from different areas and in complex organizational environments

+ Ability to communicate, persuade, influence and operate effectively across business functions and organizational levels

+ Excellent judgment as well as the ability to work with confidential documents and information and excellent follow-up skills

+ Proven ability to understand requirements and impacts from both technical and business perspectives

+ Proficiency in common technical tools, information architecture and complex database management

+ Ability to understand complex processes and comply with detailed technical directions

+ Ability to take initiative within strong team-oriented environment

+ Ability to anticipate issues/needs and to work proactively to address them

+ Ability to work at all levels, from local managers up to and including Regional Presidents

+ Ability to work effectively and collaboratively with CSS organization

+ Ability to work flexible hours (early AM, overtime, etc.) when needed

**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.

**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.

**Other Job Details:**

+ **Last Date to Apply for Job: 02/21/2018**

Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.
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