Product Owner – Manager

Pfizer • Collegeville, PA

1d • $99,200 - $165,400 • Hybrid

About The Position

The Product Owner is a functional subject matter expert within Pfizer's U.S. Patient Support Services (PSS) organization. The role works closely with delivery PODs to provide expertise in patient services processes for an assigned disease area and to support key initiatives, projects, and operational excellence. The Product Owner helps realize strategy, roadmaps, and execution of capabilities aligned with the disease area and enterprise vision, collaborating with other product owners and development teams.

The role leads project delivery and Salesforce configuration work, translating business requirements into scalable solutions and maintaining configuration standards, governance, and prioritization. It champions customer needs and collaborates with business analysts, administrators, developers, vendors, and other stakeholders to deliver usable, scalable solutions.

As a functional expert, the Product Owner documents processes, data flows, JIRA stories, and acceptance criteria; assesses business impact; develops testing scenarios; and partners on change management, communications, and training. As part of a delivery POD, the role supports timely resolution of business questions, user acceptance testing, and delivery across patient support platforms including Polaris, PSSP, AWS, NICE InConnect, and related systems. The position is hybrid, requiring work from a site two to three days per week, and may require travel based on business needs.

Requirements

• Bachelor's degree and 4 or more years of relevant experience, or a master's degree and 2 or more years of relevant experience, or a PhD, or an associate's degree and 8 or more years of relevant experience, or a high school diploma and 10 or more years of relevant experience.
• Functional experience in the patient services domain and good process knowledge.
• Expertise in modern technology platforms, including Salesforce, IVR workflow, data models, and AI.
• Proven experience running patient services operations and platform operations.
• Strong program/project management and SDLC experience.
• Experience working with teams across multiple time zones, such as Greece and India.
• Demonstrated success delivering projects using Agile, Waterfall, or hybrid methodologies.
• Strong project planning, risk management, stakeholder management, and execution oversight skills.
• Ability to translate complex concepts into actionable plans for diverse groups.
• Experience collaborating with cross-functional business partners and external vendors.
• Proficiency in Microsoft Office tools.
• Strong communication skills.
• Strategic thinking with strong execution discipline.
• Analytical problem-solving and decision-making skills.
• People leadership and talent development capabilities.
• Ability to influence across a matrixed organization.
• Commitment to patient-centric innovation and operational excellence.
• Ability to travel based on business needs.
• Must be authorized to work in the U.S. by any employer; U.S. work visa sponsorship is not available.
• Permanent work authorization in the United States is required.

Responsibilities

• Lead end-to-end project delivery in alignment with business priorities, resourcing plans, and organizational strategy.
• Define project scope, success metrics, timelines, and deliverables using consistent project management frameworks.
• Facilitate planning sessions, sprint cycles, status reviews, and stakeholder touchpoints.
• Identify, manage, and resolve project risks, dependencies, and issues, escalating when necessary.
• Coordinate business SMEs, technical teams, and vendor partners to support cohesive execution.
• Communicate project progress, risks, and impacts to stakeholders at technical and non-technical levels.
• Maintain governance documentation, project artifacts, and reporting.
• Evaluate project outcomes and apply lessons learned to future work.
• Translate business requirements into scalable Salesforce configurations, including personas, visibility models, record types, page layouts, and flows.
• Define and enforce configuration standards across CRM components.
• Represent the customer perspective in configuration decisions to support usability and business value.
• Collaborate with Business Analysts, Admins, and Development teams to plan and execute sprints.
• Maintain governance and prioritization frameworks for transparent decisions and resource allocation.
• Review functional and technical designs for usability, scalability, and alignment with business objectives.
• Participate in program governance and communicate goals, progress, and impacts.
• Serve as the functional expert in patient services processes for an assigned disease area; document business problems and acceptance criteria for development teams.
• Create and maintain functional documentation, business process flows, data flow diagrams, JIRA story reviews, and acceptance criteria.
• Perform business impact assessments to prioritize capabilities and define testing scenarios before deployment.
• Partner with the change lead on change management, training, and communication plans for enhancements and projects.
• Create and deliver end-user training for systems and changes.
• Support the delivery POD by resolving business questions, developing UAT scenarios, and providing functional expertise across patient support platforms.
• Ensure delivered solutions align with business requirements and enhance patient services capabilities.
• Write JIRA stories with clear problem statements and acceptance criteria.
• Maintain training materials and train power users on CRM capabilities.

Benefits

• 401(k) plan with Pfizer matching contributions and an additional Pfizer Retirement Savings Contribution.
• Paid vacation, holidays, and personal days.
• Paid caregiver, parental, and medical leave.
• Medical, prescription drug, dental, and vision coverage.
• Eligibility to participate in Pfizer’s Global Performance Plan, with a 12.5% bonus target.
• Eligibility to participate in a share-based long-term incentive program.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED