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.
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
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
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
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.