Role Summary

At Pfizer we make medicines and vaccines that change patients' lives with a global reach of over 780 million patients.

Pfizer Digital is the organization charged with winning the digital race in the pharmaceutical industry. We apply our expertise in technology, innovation and our business to support Pfizer in this mission.

The Commercial Creation Center & CDI (C4) team builds and maintains the platforms and capabilities that enable Pfizer Business Units to connect digitally with our external customers and effectively engage and collaborate across teams internally.  This includes all digital (web, mobile, omni-channel, & devices) products, platforms, services, and experiences in service of patients, HCPs, payors, pharmacists, or clinical sites. We build advanced cloud-based technology solutions at a global scale that positively impact Pfizer business performance.

Global Support and Operations: Within C4, the Global Support and Operations team is accountable for providing high-quality, multi-dimensional, expert technical operations and support for suite of solutions used across C4 organization.

The primary purpose of the Manager, Organizational Transformation – Global Support & Operations (GSO) is to lead on adoption of new GenAI working models, drive organizational transformation initiatives, and optimize processes across the Global Support & Operations organization within C4 leveraging Six Sigma or equivalent process improvement methodologies. This role will work closely with the Organizational Transformation Lead, Internal Teams and External Partners to drive and implement the initiatives

The Manager, Organizational Transformation – Global Support & Operations (GSO) is expected to have a strong hands-on experience in Generative AI, Artificial Intelligence, Machine Learning, Intelligent Automation Tools along with proficiency of other modern and emerging technologies to drive efficiency, productivity and alignment with our mission and objectives.

Role Responsibilities

Subject Matter Expertise

• Lead the adoption of new GenAI working models, driving organizational transformation initiatives, and optimizing processes across the Global Support & Operations (GSO) organization within C4

• Utilize Six Sigma or equivalent process improvement methodologies to identify areas for improvement and implement process enhancements

• Ensure all digital transformation projects are delivered within scope, budget and schedule in accordance with Pfizer Digital Lifecycle processes

• Collaborate with cross-functional teams and stakeholders to ensure successful implementation of transformation initiatives

​Strategic Leadership & Delivery

• Spearhead initiatives to integrate and implement GenAI technologies and advanced applications support and maintenance working models across GSO

• Lead the execution of transformation initiatives, collaborating closely with internal teams and external partners

• Drive organizational change management processes to ensure smooth transition and adoption of new technologies and practices

• Continuously evaluate and improve support and operations processes to enhance efficiency, scalability, and customer satisfaction

• Establish and monitor key performance indicators (KPIs) and report on the progress of digital transformation initiatives, and their impact on business performance

• Conduct comprehensive audits of internal processes to identify inefficiencies and areas for improvement

• Develop and implement strategies to enhance ways of working and operational effectiveness across GSO

• Conduct annual reviews of processes & documentation

• Identify opportunities for process optimization and automation to enhance operational efficiency

• Provide support and guidance to implementation teams on the details required to perform automation of solutions and process improvements, leveraging the latest technologies and methodologies

Resource and Financial Management

• Manage the delivery of digital transformation projects, ensuring they are delivered on time, within budget, and to the required quality standards

• Provide clear and concise reporting on the financial benefits gained through adoption of Generative AI solution, automations and process improvements

• Analyze vendor performance and workload to ensure effective resource allocation and optimal vendor management

• Develop and execute strategies to enhance vendor relationships and improve service delivery

Cross- Team Collaboration

• Collaborate with senior GSO leadership to align transformation initiatives with GSO goals and objectives

• Manage stakeholder engagement and communication to ensure alignment on adoption of new technologies and processes

• Build and maintain relationships with key stakeholders, both internal and external, to ensure the successful delivery of digital transformation initiatives

Coaching and Mentorship

• Actively shares knowledge with team members to ensure they are equipped with the necessary skills and knowledge to adapt to new processes and technologies

Qualifications

Education

• Bachelor's degree in Computer Science or Information Management, Engineering or Technology Management with at least 5 years of proven experience in organizational transformation, Six Sigma or equivalent process improvement methodologies. Artificial Intelligence and other Intelligent Automation technologies

• Master's degree or Ph.D. preferred with at least 3 years of relevant above experience.

• HS Diploma (or Equivalent) and 10 years of relevant experience OR an associate's degree with 8 years of experience.

• Minimum of 3 years hands-on experience in leading and delivering digital transformation projects with a special focus around Artificial Intelligence from inception to implementation.

• Strong proficiency of digital technologies, including Generative AI, Artificial Intelligence, Machine Learning, other Intelligent Automation solutions and Cybersecurity

Experience/ Technical Skills/ Tools

• Proven experience in organizational transformation, Six Sigma or equivalent process improvement methodologies. Artificial Intelligence and other Intelligent Automation technologies

• Proven experience collaborating with and managing cross-functionals teams including business subject matter experts, technical experts and compliance teams for project execution

• Strong stakeholder management, facilitation, influencing and negotiation skills

• Ability to engage effectively with internal stakeholders at all levels and external partners

• Ability to think strategically, demonstrate leadership capabilities in transformation and other critical initiatives

• Commitment to staying updated on the latest trends, technologies, and best practices in transformation and automation

• Experience managing vendors and contracted resources in both a staff augmentation and managed services model

• Manage and report progress related to work efforts in responsible areas

• Maintain comprehensive documentation of systems, processes, and configurations to facilitate knowledge sharing

• Hands-on experience in internal auditing or process evaluation

• Experience in analyzing and managing vendor performance and workload

Certifications/ Training

• Certification in Artificial Intelligence, Automation and specific transformation technologies are plus

• Six Sigma Certification (Green Belt/Black Belt) is preferred

Preferred Qualifications

• Experience in pharmaceutical industry, understanding of pharma commercial business process and IT support & operations

• Process-oriented with strong organization, project management and coordination skills

• Ability to adapt to changing working conditions and work assignments, to be open, and motivated to learn and adopt new ideas and concepts

Certifications/ Training

• ITIL/PMP certified

• Certification(s) on Artificial Intelligence and other related modern technologies is preferred

Non-Standard Work Schedule, Travel or Environment Requirements

• Candidate will be expected to travel globally to Pfizer locations as needed

• Non-standard work hours may be required based on project deliverables and business needs

• This is an office-based role, however, should be able to work remotely with a team spanning different time zones

Organizational Relationships

• Senior GSO Leadership, Internal Teams, External Vendors

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