Customer Engagement Program Performance Manager - Specialty Care
Job Description
ROLE SUMMARY
The Customer Engagement Program Performance Manager – Specialty Care develops, tracks and analyzes key performance metrics and long-term impact outcomes for Customer Engagement Training programs to ensure learning effectiveness, program success and business impact. This role is responsible for outcome measurement and performance management for content delivery that span digital, on-demand, in-classroom and on-the job experience design to ensure optimal training approach, learner outcomes and brand/customer measures impact. The role manages training program effectiveness evaluation and conducts business and strategic training needs analysis to identify gaps and performance improvement opportunities. The role will work cross-functionally with needed business analytics and commercial effectiveness partners to understand and help shape, where appropriate, CFC analytics (core product and role budget goals, KPIs and customer loyalty measures). These measures are to be linked to needed training measures and guide priorities to ensure seamless business alignment with priorities, training scorecards and impact. Such measures will also be shared across Commercial Engagement Training in a consistent way to guide outcome-based scorecard communications, continuous improvement and operating plan.
ROLE RESPONSIBILITIES
Define and align with key stakeholders on clear goals (metrics such as training effectiveness, value, and impact) for training program delivery, business impact and customer loyalty impact.
Track and analyze core measures and metrics to understand effectiveness and impact of deployed training efforts to the learner and to business results, from both a customer and a business impact perspective, identifying and interpreting complex patterns and trends, and translating those insights into actionable recommendations.
Manage the reporting and communication of performance and effectiveness of Customer Engagement Training programs with internal stakeholders in Customer Engagement Training and key business unit leaders to maintain strategic alignment with the strategic objectives and operating plan.
Ensure consistent maintenance and optimization of data and data-quality, relevant to performance measurement.
Ensure the development, sharing of and improvement of consistent core measures, KPIs and scorecards for training, globally and locally.
Work on improvement of the performance measurement processes and the implementation of improvements.
Gather best practices and share across needed multi-stakeholder groups and the Customer Engagement Training leadership to support an environment of teamwork and continuous improvement.
Work with Customer Engagement Content Development Teams to fill training gaps and emerging needs
Conduct regular reviews with Key Business Stakeholders to ensure the existing training programs meet business and strategic requirements, and get feedback on changes needed
Provide advice to Customer Engagement Training LT as well as BU leaders on improvements to training curriculums, based on the attribution of performance measured.
BASIC QUALIFICATIONS
Bachelor’s degree required
8+ years of training, sales, performance management related experiences or combination of experiences
Deep experience and knowledge of Program Performance Measurement and Management
Deep experience with data collection, analysis and reporting of complex data from multiple sources to draw appropriate conclusions and make suitable recommendations to support strategic decision-making.
Experience with Pfizer learning platforms
Experience with business measures for brands and CFCs
Previous experience leading people and matrixed organizations within commercial (i.e. sales, account management, marketing etc.) including developing people to meet goals, providing constructive feedback, and employee motivation.
Executive presence and ability to influence senior stakeholders internally and externally
Strong interpersonal skills with a track record of building partnership, interacting with stakeholders at varying levels, and working collaboratively across functions to meet share objectives
Outstanding presentation, facilitation and writing skills
Strong record of coaching teams to achieve personal and organizational goals
Project Management experience and organizational abilities to simultaneously manage multiple complex projects
Demonstrated creativity skills, with a track record of creating innovative ideas, develop new and better ways of working
Ability to make sense of complex information to make sound judgment and decision making with minimal direction
A track record of holding self and others accountable to meet commitments
Experience leading a diverse team to achieve common goals, leveraging diverse perspectives.
Ability to understand the business environment and objectives and develop solutions accordingly
PREFERRED QUALIFICATIONS OTHER INFORMATION
Specialty Care experience
OTHER INFORMATION
Last Date to Apply: August 19, 2024
Work Location Assignment: 2.5 days a week in office in New York City -NY or Tampa, FL
Eligible for employee referral bonus
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.
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.
