Product Owner – Manager

Pfizer • New York City, NY

9h • Hybrid

About The Position

The Product Owner is a functional subject-matter expert within Pfizer’s U.S. Patient Support Services organization. Working closely with delivery PODs, the role provides disease-area expertise in patient services processes and supports key initiatives, projects, and operational excellence. The Product Owner helps realize strategy, roadmaps, and capabilities aligned with the assigned disease area and enterprise vision, collaborating with other product owners and development teams to deliver and support products.

The position leads end-to-end project delivery, defining scope, success measures, timelines, and deliverables; facilitating planning and sprint activities; managing risks and dependencies; coordinating cross-functional contributors and vendors; communicating progress; maintaining governance artifacts; and applying lessons learned. It also translates business needs into scalable Salesforce configuration, establishes configuration standards, champions customer usability, reviews designs, and supports governance and prioritization.

As a patient-services functional expert, the Product Owner documents processes, business and data flows, JIRA stories, and acceptance criteria; assesses business impact and helps prioritize capabilities; develops testing scenarios; and partners on change, training, and communications. The role participates in delivery POD operations to answer business questions, develop UAT scenarios, support patient-services platforms, ensure solutions meet requirements, and train power users on CRM capabilities.

The position is hybrid, with on-site work required 2 to 3 days per week. Travel may be required based on business needs. The role is posted in multiple locations, with preferred locations of NYHQ or PA-Collegeville. Relocation assistance may be available based on business needs and eligibility, but the position is not eligible for a relocation package. Candidates must have permanent U.S. work authorization; visa sponsorship is unavailable.

Requirements

• Bachelor’s degree and 4 or more years of relevant experience; or master’s degree and 2 or more years; or PhD; or associate degree and 8 or more years; or 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 with Microsoft Office tools.
• Strong communication skills.
• Strategic thinking and 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.
• Permanent U.S. work authorization; U.S. work visa sponsorship is not available.

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 scalable 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 subject-matter experts, technical teams, and vendor partners.
• Communicate project progress, risks, and impacts to stakeholders using messaging appropriate to technical and non-technical audiences.
• Maintain governance documentation, project artifacts, and reporting.
• Evaluate project outcomes and incorporate lessons learned into future work.
• Translate business requirements into scalable Salesforce configurations, including personas, visibility models, record types, page layouts, and flows.
• Define and enforce CRM configuration standards.
• Represent the customer in configuration decisions, with attention to usability and business value.
• Collaborate with Business Analysts, administrators, and development teams to plan and execute sprints.
• Maintain governance and prioritization frameworks for transparent decision-making 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 impact to stakeholders.
• Serve as the patient-services process expert for an assigned disease area and ensure business problems and acceptance criteria are documented for development teams.
• Document and maintain functional documentation, business process flows, data flow diagrams, JIRA stories, and acceptance criteria.
• Conduct business impact assessments to help prioritize capabilities and define testing scenarios before deployment.
• Partner with change leads to create change-management, training, and communication plans for enhancements and projects.
• Create and deliver end-user training for systems and specific projects or larger changes.
• Participate in the delivery POD to resolve business questions, develop UAT scenarios, and provide functional expertise across patient-support platforms, including Polaris, PSSP, AWS, NICE InConnect, and peripheral systems.
• Ensure delivered solutions align with business requirements and enhance patient-services capabilities.
• Write JIRA stories with clear problem definitions 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, holiday, and personal days
• Paid caregiver, parental, and medical leave
• Medical, prescription drug, dental, and vision coverage
• Participation 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