Global Product and Practice Lead – Contact Centers and Unified Communications

Full Job Description

Pfizer’s purpose, "Breakthroughs that change patients’ lives", is rooted in being a science driven and patient focused company. Digital, data, and technology are central to driving innovation at Pfizer. The Workforce Platforms team at Pfizer innovates to provide users sustainable, consistent, and trustworthy collaboration platforms and access to business systems.

In this role you will lead our agile “Contact Centers and Unified Communications” products, and lead our associated talented, creative, and multidisciplinary practice team globally.

The role is responsible for the design, engineering, operations, and continuous improvement of Pfizer’s global portfolio of products & services for Contact Centers, Telephony and Fax.

For the people in the team, you will drive a talent growth agenda which enables the exploration of diverse growth paths. You will determine key functional capabilities and opportunities, ensuring colleagues are inspired and supported to participate broadly and afforded time for innovation and development.

For the products and services the team deliver you will, coordinate product strategy and lead through influence and persuasion across numerous partner teams working on all aspects of the business. You will ensure the relevant capability backlogs are prioritized and maintained.

You will use excellent technology acumen and understanding of the challenges our business and clients face, to deliver secure complex systems that scale to build products that delight our stakeholders, our partners, and our employees.

This position requires the ability to influence and collaborate with peers, develop, and coach others, and oversee & guide the work of colleagues and contractors to achieve meaningful outcomes and create business value.

ROLE RESPONSIBILITIES

• Define and synchronize the team (practice) vision across the organization.
• Grow and manage a diverse and rightly skilled talent pool to ensure the highest level of service quality with a culture of continuous learning, discovery, accountability and ownership in the practice.
• Advocate for, and train others on our agile infrastructure operating system model.
• Partner with cross-functional product teams to steer the evolution; design and implement product, service and platform patterns;
• Understand, document and position Pfizer correctly relative to the appropriate benchmarks; address technology compatibility and capacity; and optimize the use of cloud services to support business requirements.
• Deliver infrastructure via automation, self-service and an infrastructure-as-code pipeline so the focus of our colleagues is on solving our toughest challenges & modernizing.
• Organize, prioritize and manage work assignments, apply radical condor in providing feedback on performance, developing career pathways and determining compensation.
• Manage the engineering and steady-state operations, of the Contact Center and Unified Communications products, and maintain a secure, qualified, contemporary, and cost-effective ecosystem.
• Influence senior management decisions that have impact on business direction.

BASIC QUALIFICATIONS

• 10+ Experience leading people.
• Experience in an organization using agile methodologies.

PREFERRED QUALIFICATIONS

• 5+ years experience in pharmaceutical or other regulated industry.
• Experience as an agile product manager.
• Strong financial and budget acumen.
• Experience conducting digital experiments and / or initiatives that were scaled up, yielding tangible business outcomes.
• Proven ability to engage with the external ecosystem and forge successful partnerships.
• Demonstrate a 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.

NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS

• From time to time, it may be necessary to respond to requests on short notice. These requests may require working during extended hours, weekends and holidays.
• Limited travel may be required.

In order to be considered for this position you need to be legally eligible to work in the EU / home country as applicable.

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

Due to the high volume of applications we will be contacting successful candidates only.