US CFC Excellence Director

Pfizer • New York City, NY

1d • Hybrid

About The Position

At Pfizer, we believe in the power of our people to make a difference in patients' lives. You will be at the forefront of our mission, working within the Commercial division to enhance the competencies and capabilities of our customer facing colleagues (CFCs). The CFC Excellence Lead is responsible for defining and operationalizing “ Best in Class” capabilities for Pfizer’s Customer Facing Colleagues (CFCs) across the end - to - end CFC journey ( Territory Management, Pre-Call Planning, In Call, Post Call) . This role serves as a strategic integrator across GCEE , AIA, Digital, GCA, Enablement, Market Access, and CEP leadership to ensure CFC capabilities, tools, processes, and reporting strategies are aligned, scalable, and impact driven. The role leads enterprise level programs that optimize the CFC experience, improve productivity, and enable s data driven decision making, while ensuring consistency across therapeutic area business units in the US market. This includes driving rep reporting and insights experience, process optimization initiatives, CFC impact measurement framework, and seamless integration of our emerging AI enabled capabilities into the ecosystem . The CFC Excellence Lead translates complex cross functional inputs into clear priorities, roadmaps, and measurable outcomes that improve both colleague and customer experience. They are also an AI warrior who is actively becoming LLM proficient.

Requirements

• Bachelor’s degree
• 8 + years of pharmaceutical commercial experience
• Demonstrated expertise across the CFC end-to-end engagement lifecycle (targeting, planning, execution, reporting, optimization)
• Strong understanding of CFC tools, reporting platforms, and commercial data ecosystems
• Proven experience leading large, cross functional, enterprise programs
• Experience presenting complex strategies to senior leadership and driving alignment across matrixed stakeholders
• Track record of delivering transformation initiatives and transitioning work into sustainable BAU models
• Strong analytical, problem solving, and execution skills

Nice To Haves

• MBA or equivalent Master’s degree preferred
• Experience working with emerging technologies (e.g. AIenabled commercial capabilities)
• Commercial leadership experience with direct exposure to field operations and CEP engagement
• Experience driving reporting, analytics, or digital transformation initiatives at scale
• Strong design thinking mindset with ability to operate effectively in ambiguity
• Demonstrated ability to simplify complex systems and workflows for frontline users
• High level of executive presence, influence, and stakeholder credibility
• Strong people leadership and coaching capabilities
• Role model for Pfizer values: Courage, Excellence, Equity, and Joy

Responsibilities

• Define and lead the CFC Excellence strategy and operating plan , ensuring alignment between CMO, CEPs, Digital, Enablement, and Commercial Leadership on priorities, sequencing, and execution across CFC facing initiatives
• Ha ve demonstrated f inancial proficiency required to be strategic partner to GCEE Chief of staff, related to all strategic budget management activities “ Finance Captain”
• Partner with CE Ps, CMO , and Digital cross functional teams to define financial inputs for CEP Op Plans , based on data supported projected use assumptions. Align closely with CEP Enablement leads to ensure inputs are clear and provided in alignment with Op plan timing
• E volve the US cross BU CFC Reporting experience , establishing a unified roadmap across SMART, SCOUT, and future CRM/BI platforms to improve usability, trust, and decision support for reps and managers
• Lead process optimization initiatives that identify and resolve inefficiencies across the CFC workflow , including dynamic targeting, planning, execution, feedback loops, and reporting, partnering with Digital and Operations to deliver scalable solutions
• Assess and operationalize CFC Experience measurement framework , including development of indices and feedback mechanisms that capture actionable insights from t hrough the “Voice of the field ”, translat ing into prioritized improvement plans across functions
• Drive feature and capability prioritization using real adoption, utilization , and persona - based data, replacing opinion-based decisions with evidence - backed recommendations for investment and enhancement
• Lead cross functional engagement forums that harmonize alignments with CEPs, Sales Leadership, and SMEs, ensuring efficient feedback loops, coordinated deployments, and minimized field disruption
• Advance AI enabled CFC capabilities , supporting advisory boards, use case definition, and business case assessment to ensure AI investments are grounded in real CFC workflows and value creation
• Establish clear OKRs, KPIs, and success metrics across CFC Excellence programs, tracking impact on productivity, experience, cost efficiency, and adoption, and elevating insights to senior leadership
• Foster a culture of collaboration, transparency, and continuous improvement , encouraging cross vertical design, innovation, and proactive problem solving across the CFC ecosystem

Benefits

• a 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
• health benefits to include medical, prescription drug, dental and vision coverage

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level