Senior Director Portfolio Ops and Customer Experience

Pfizer, S.A. de C.V; York (York County); On-site; USD 204,000 - 342,000; Full time

Job summary

An established industry player is seeking a Senior Director for Portfolio Operations and Customer Experience. This pivotal role involves leading the development of innovative customer strategies and enhancing operational capabilities to deliver a best-in-class customer experience within the evolving vaccines landscape. The successful candidate will leverage their extensive pharma experience to drive impactful change, ensuring alignment across teams and optimizing distribution strategies. This position offers a unique opportunity to influence the future of healthcare delivery while working in a collaborative and dynamic environment. If you are passionate about making a difference in patients' lives, this role is for you.

Benefits

401(k) Plan with Matching Contributions

Paid Vacation

Health Benefits

Paid Medical Leave

Flexible Work Hours

Qualifications

• 12+ years of pharma experience, with 10+ years in Trade/Access operations.
• Strong project management and coordination skills across cross-functional teams.
• Ability to innovate and enhance launch plans.

Responsibilities

• Develop seasonal vaccine allocation strategies and distribution plans.
• Enhance customer ordering experience and operational capabilities.
• Lead cross-functional teams to ensure effective strategy implementation.

Skills

Project Management

Collaboration

Analytical Skills

Communication

Pharma Industry Knowledge

Leadership

Innovation

Education

Bachelor's Degree

MBA

Job description

Senior Director Portfolio Ops and Customer Experience

• United States - Pennsylvania - Collegeville
• United States - New York - New York City

We’re in relentless pursuit of breakthroughs that change patients’ lives. We innovate every day to make the world a healthier place.

To fully realize Pfizer’s purpose – Breakthroughs that change patients’ lives – we have established a clear set of expectations regarding “what” we need to achieve for patients and “how” we will go about achieving those goals.

Pfizer offers competitive compensation and benefits programs designed to meet the diverse needs of our colleagues.

The Vaccines ecosystem and landscape is rapidly evolving with increasing competitive pressures and market complexity, particularly within Large Organized Customers. Manufacturers work to differentiate their portfolios through both clinical and contracting offers, and also increasingly on operational capabilities and an enhanced customer experience.

This Portfolio Operations and Customer Experience Team is responsible to develop channel and customer strategies and tactics that differentiate Pfizer’s operational capabilities to provide a best-in-class customer experience. This includes direct eCommerce ordering and reporting capabilities. Development of seasonal vaccine allocation strategy by channel and customer type, partnering with PGS and Supply Chain Teams on innovative, timely and consistent distribution strategies for both seasonal and non-seasonal vaccines. This includes complete oversight of the people and Teams responsible for 3 pillars critical to delivering on the strategy: The Vaccine Command Center, Portfolio Strategy and Marketing and Customer Innovation and Experience. The role requires a high degree of cross-functional leadership and strong business acumen in order to identify areas of opportunity and work with key stakeholders in many functional areas in order to implement effective, differentiated strategies.

RESPONSIBILITIES

The Portfolio Operations and Customer Experience Team lead will enhance and drive development of the end-to-end customer ordering experience and unlock the full potential of best-in-class operational capabilities and customer experience to differentiate Pfizer’s value proposition across Vaccines. Following are key areas of responsibility:

• Represent Commercial perspective to Supply Chain across the Vaccines portfolio
• Represent commercial in S&OP process, assess any cross-portfolio trade-offs/prioritization
• US Commercial point of contact for seasonal vaccine strain selection process
• Develop seasonal vaccine allocation strategy and enable development of corresponding distribution strategy
• Ownership of the annual seasonal vaccine launch process to ensure internal process alignment and guiding principles/strategy across contracting, allocations, and returns
• Continually improve internal capabilities enabling vaccine planning and order execution
• Develop, improve and execute current operational process & coordination / scheduling of shipments
• Enhance operational systems capability including direct and indirect shipping models
• Create & monitor key operational metrics such as customer performance & escalations to inform customer analytics & strategies
• Differentiate distribution & delivery capabilities to enable enhanced value proposition
• Identify and assess additional B2B services that enable faster speed to market and shipping efficiencies
• Enable scalability of differentiated distribution capabilities to be included in contractual offerings
• HQ liaison/representative to major accounts to support agile requests and rapidly address operational requests
• Innovate customer-facing experience enabling deeper partnerships & customer capabilities
• Unlock Digital capabilities to innovate ordering experience for direct and indirect customers
• Build on current operational capabilities to innovate and differentiate leveraging full power of Pfizer
• Develop self-service offerings that empower customers to better run their business (streamlined reporting, billing capabilities)
• Coordinate across Brands regarding cyclical marketing campaigns to ensure portfolio maximization
• Lead E-Commerce SteerCo & ensure alignment of Digital Priorities and workplan
• Link Communications to Operational Capabilities to provide external stakeholder value proposition

BASIC QUALIFICATIONS

• BA or BS
• 12+ years pharma experience, 11+ with advanced degree
• 10+ years in Trade/Access operational functions to support business strategy and execution
• Strong project management, coordination skills across large groups of cross-functional teams
• Champion innovation, seek learnings from other brands and other industries to innovate and enhance launch plans
• Comfort with ambiguity, and complex “white space” environments
• Track record of pushing boundaries and not accepting status quo, comfortable working with timelines that don’t seem feasible
• Be an active contributor to create and operate in an environment that continuously embraces and encourages the implementation of innovative ideas and fosters a culture of collaboration and teamwork
• Pharma Industry and Vaccines Business Knowledge, particularly seasonal vaccines: Understands trends in healthcare and pharmaceuticals; customer and stakeholder landscape, competitive dynamics, regulatory and access environment, delivery systems, channels and sources of business in the US and/or developed markets.
• Research & Analytics: Demonstrates understanding of analytic tool/methods, ability to generate strong customer insights and market intelligence. Effectively links insights to implications to inform strategy, planning and execution
• Collaboration: Works effectively within teams and across organizations and enterprise; shares responsibilities and credit; take appropriate risks; celebrates/rewards accomplishments; demonstrates and instills in others a sense of urgency and ownership
• Influencing & Communications: Clearly articulates business direction and priorities, expectations, and action plans; effectively communicates, actively listens with the other’s frame of reference in mind; shares information with team members and stakeholders; Strong presentation skills sufficient to Global BU Leadership
• Prioritization: Ability to prioritize asset/assets priorities, value drivers, and resource allocation required to optimize growth.
• Demonstrated matrixed leadership:
• Agility: builds broad accountability, trusts and empowers and adapts own style to fit needs of the situation and individual
• Encourages experimentation: activity uses test, learn, adapt and iterate to improve outcomes. Insists upon sharing and cross-pollination of ideas
• Openness and inclusiveness: Engages easily across all levels, actions demonstrate that he/she seeks out and values diverse perspectives, and withholds own judgement to create open environment
• Transparency and communication: Gives real time feedback and practices straight talk
• Uses influence: understands role/ position in the wider context; involves colleagues to set joint goals and share lessons learned

PREFERRED QUALIFICATIONS

• Prior experience with US and/or Global product launch and excellence planning is a plus.
• Preference for vaccines and influenza market experience
• MBA

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.

LAST DAY TO APPLY: 05/23/2025

The annual base salary for this position ranges from $204,700.00 to $341,100.00. 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.

ROLE SUMMARY

The Vaccines ecosystem and landscape is rapidly evolving with increasing competitive pressures and market complexity, particularly within Large Organized Customers. Manufacturers work to differentiate their portfolios through both clinical and contracting offers, and also increasingly on operational capabilities and an enhanced customer experience.

This Portfolio Operations and Customer Experience Team is responsible to develop channel and customer strategies and tactics that differentiate Pfizer’s operational capabilities to provide a best-in-class customer experience. This includes direct eCommerce ordering and reporting capabilities. Development of seasonal vaccine allocation strategy by channel and customer type, partnering with PGS and Supply Chain Teams on innovative, timely and consistent distribution strategies for both seasonal and non-seasonal vaccines. This includes complete oversight of the people and Teams responsible for 3 pillars critical to delivering on the strategy: The Vaccine Command Center, Portfolio Strategy and Marketing and Customer Innovation and Experience. The role requires a high degree of cross-functional leadership and strong business acumen in order to identify areas of opportunity and work with key stakeholders in many functional areas in order to implement effective, differentiated strategies.

RESPONSIBILITIES

The Portfolio Operations and Customer Experience Team lead will enhance and drive development of the end-to-end customer ordering experience and unlock the full potential of best-in-class operational capabilities and customer experience to differentiate Pfizer’s value proposition across Vaccines. Following are key areas of responsibility:

• Represent Commercial perspective to Supply Chain across the Vaccines portfolio
• Represent commercial in S&OP process, assess any cross-portfolio trade-offs/prioritization
• US Commercial point of contact for seasonal vaccine strain selection process
• Develop seasonal vaccine allocation strategy and enable development of corresponding distribution strategy
• Ownership of the annual seasonal vaccine launch process to ensure internal process alignment and guiding principles/strategy across contracting, allocations, and returns
• Continually improve internal capabilities enabling vaccine planning and order execution
• Develop, improve and execute current operational process & coordination / scheduling of shipments
• Enhance operational systems capability including direct and indirect shipping models
• Create & monitor key operational metrics such as customer performance & escalations to inform customer analytics & strategies
• Differentiate distribution & delivery capabilities to enable enhanced value proposition
• Identify and assess additional B2B services that enable faster speed to market and shipping efficiencies
• Enable scalability of differentiated distribution capabilities to be included in contractual offerings
• HQ liaison/representative to major accounts to support agile requests and rapidly address operational requests
• Innovate customer-facing experience enabling deeper partnerships & customer capabilities
• Unlock Digital capabilities to innovate ordering experience for direct and indirect customers
• Build on current operational capabilities to innovate and differentiate leveraging full power of Pfizer
• Develop self-service offerings that empower customers to better run their business (streamlined reporting, billing capabilities)
• Coordinate across Brands regarding cyclical marketing campaigns to ensure portfolio maximization
• Lead E-Commerce SteerCo & ensure alignment of Digital Priorities and workplan
• Link Communications to Operational Capabilities to provide external stakeholder value proposition

BASIC QUALIFICATIONS

• BA or BS
• 12+ years pharma experience, 11+ with advanced degree
• 10+ years in Trade/Access operational functions to support business strategy and execution
• Strong project management, coordination skills across large groups of cross-functional teams
• Champion innovation, seek learnings from other brands and other industries to innovate and enhance launch plans
• Comfort with ambiguity, and complex “white space” environments
• Track record of pushing boundaries and not accepting status quo, comfortable working with timelines that don’t seem feasible
• Be an active contributor to create and operate in an environment that continuously embraces and encourages the implementation of innovative ideas and fosters a culture of collaboration and teamwork
• Pharma Industry and Vaccines Business Knowledge, particularly seasonal vaccines: Understands trends in healthcare and pharmaceuticals; customer and stakeholder landscape, competitive dynamics, regulatory and access environment, delivery systems, channels and sources of business in the US and/or developed markets.
• Research & Analytics: Demonstrates understanding of analytic tool/methods, ability to generate strong customer insights and market intelligence. Effectively links insights to implications to inform strategy, planning and execution
• Collaboration: Works effectively within teams and across organizations and enterprise; shares responsibilities and credit; take appropriate risks; celebrates/rewards accomplishments; demonstrates and instills in others a sense of urgency and ownership
• Influencing & Communications: Clearly articulates business direction and priorities, expectations, and action plans; effectively communicates, actively listens with the other’s frame of reference in mind; shares information with team members and stakeholders; Strong presentation skills sufficient to Global BU Leadership
• Prioritization: Ability to prioritize asset/assets priorities, value drivers, and resource allocation required to optimize growth.
• Demonstrated matrixed leadership:
• Agility: builds broad accountability, trusts and empowers and adapts own style to fit needs of the situation and individual
• Encourages experimentation: activity uses test, learn, adapt and iterate to improve outcomes. Insists upon sharing and cross-pollination of ideas
• Openness and inclusiveness: Engages easily across all levels, actions demonstrate that he/she seeks out and values diverse perspectives, and withholds own judgement to create open environment
• Transparency and communication: Gives real time feedback and practices straight talk
• Uses influence: understands role/ position in the wider context; involves colleagues to set joint goals and share lessons learned

PREFERRED QUALIFICATIONS

• Prior experience with US and/or Global product launch and excellence planning is a plus.
• Preference for vaccines and influenza market experience
• MBA

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.

LAST DAY TO APPLY: 05/23/2025

The annual base salary for this position ranges from $204,700.00 to $341,100.00. 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.

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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