Customer Operations, Experience & Compliance Lead, IDM/EM & China

Role Summary

Pfizer has set its sights on becoming the number one customer experience organization in the pharmaceutical industry — and across EM & China is where that ambition will be proven. The Customer Operations Lead, Experience and Compliance Lead EM and China is the single senior leader accountable for turning that ambition into reality across the region and Globe: fusing customer experience strategy with order-to-cash execution into one coherent, best-in-class operating capability that our first paying customers feel every single day. In addition, this role will be directly accountable for leading the major transformation of Customer Service for Pfizer Inc. — the Global Customer Service Transformation — driving innovation, process standardization and a new customer service strategy. This role is accountable for over 1M orders and 3 million order lines being placed and processed for Pfizer Inc enabling revenue of $15 Bn.

This is a rare, high-visibility mandate that unites two disciplines. The role owns the strategic direction, operational excellence and end-to-end transformation of both Customer Experience and Order Processing / Order-to-Cash (O2C) across IDM/EM markets — leading a regional network of Customer Experience Cluster Leads alongside a substantial Order Processing organization delivering order management, back-order tracking, exception handling and escalation resolution at scale. Together, these teams enable $30 billion of revenue for Pfizer every year and, more importantly, the reliable, frictionless supply of medicines our customers and patients depend on.

This leader also owns global oversight of customer service and customer experience (Cx) compliance, ensuring that every market in which the organisation processes orders or has a commercial presence operates within applicable regulatory, legal and quality requirements for order management. This leader will establish the risk, control and audit-readiness backbone that allows Cx to scale globally with confidence, and instilling a compliance-first culture across the entire Cx organization. This role also will lead top-tier engagement with Pfizer’s first paying customers and key external stakeholders, including government officials, CEOs, CFOs and similar C-Suite executives, and will own the engagement model for priority first paying customer segments.

This is a role for a future ready leader — someone who thrives where structure does not yet exist and brings the vision, judgment and process discipline to create it. It sits at the intersection of strategy and delivery, translating ambiguous, fast-moving business needs into process architecture, governance and operating models that a large, distributed leadership team can execute against with total confidence. The successful leader will combine deep, hands-on order-to-cash expertise with the credibility and vision to modernize how Pfizer serves its customers — through smarter technology, digital agents and automation — while holding compliance and quality as absolutely non-negotiable.

The Customer Operations Lead, works in close, continuous partnership with Compliance & Risk, Global Logistics, Global Business Services (GBS), Quality and the Central Transformation team, and carries full regional accountability for order processing compliance outcomes — including BOH and RQA (Regulatory Quality Assurance) audits — delivered jointly with these partners.

Role Responsibilities

Global Customer Service Transformation, Strategy & Innovation

• Lead the major transformation of Customer Service for Pfizer Inc., defining the future-state customer service operating model, ambition and multi-year roadmap

• Drive innovation in how Pfizer serves its customers — piloting and scaling new service models, digital channels, AI/human in the loop teams and intelligent automation — and embed a culture of continuous improvement and experimentation across Customer Service.

• Drive end-to-end process standardization across all markets, establishing common global processes, service standards, tooling and ways of working, while allowing for justified local regulatory and market nuance.

• Define and launch the new Customer Service strategy for Pfizer Inc., aligning Commercial, Supply Chain, Finance, GBS, Digital/IT and market leadership behind a single set of priorities, service levels and success measures.

• Own and drive the EM and China Customer Experience and Order-to-Cash transformation agenda, setting the strategic roadmap that establishes Pfizer as the number one customer experience organization among pharmaceutical companies in the region.

• Translate the global CX and O2C vision into a clear regional strategy, priorities, milestones and success measures that cascade consistently across every market and cluster.

• Act as a transformation leader and change agent, partnering with the Central Transformation team to redesign order-to-cash and customer experience processes end-to-end — removing waste, reducing manual touchpoints and driving standardization across the globe.

• Continuously scan the external environment — competitor CX models, industry benchmarks, customer expectations — to keep the transformation agenda current, ambitious and differentiated.

• Operate effectively in ambiguity, making sound, pragmatic decisions and providing direction on issues that do not yet have established precedent or policy.

Top-Tier Customer Engagement & First Paying Customer Segments

• Own senior, top-tier engagement with Pfizer’s first paying customers, including governments and public-sector bodies, and the C-suite (CEOs, CFOs and equivalent) of strategic customers, building trusted executive relationships and acting as Pfizer’s senior executive sponsor for priority accounts.

• Define and lead the engagement and service model for priority first paying customer segments, including tailoring service levels, ordering channels, communication and escalation paths to each segment’s needs.

• Own strategic partnerships with large wholesalers, including joint business planning, executive-level governance, service-level agreements and performance reviews, to secure reliable supply and a differentiated customer experience.

• Use high-level customer engagement to gather insight and voice-of-customer feedback, and translate it into the Customer Service strategy, launch planning and transformation priorities.

Channel Management

• Help define the channel strategy for new product launches — including channel selection, customer segmentation, distribution and wholesaler models, trade terms, inventory positioning and service-level design — working with Commercial, Supply Chain, Finance and Regulatory to ensure launch readiness and first-order excellence.

• Design and govern inventory management programs, and channel incentive structures that balance service levels with cost-to-serve

• Monitor channel inventory, sell-through, and demand signals to inform supply and forecasting decisions

• Serve as the escalation point for complex channel partner issues, contract disputes, and performance gaps

• Ensure compliance with pricing, government contracting and regulatory requirements across all activities

Process Architecture & Governance

• Own end-to-end process mapping and architecture for CX and Order Processing across EMEA, ensuring processes are clearly defined, documented, consistently applied and free of duplication or ambiguity.

• Establish EMEA standards, playbooks and governance forums that give Cluster Leads and Order Processing teams a consistent operating framework while allowing for local market nuance.

• Identify structural gaps or inconsistencies in current CX and O2C processes and lead their redesign in partnership with Global Customer Operations and Transformation.

• Ensure process architecture is fully aligned with, and traceable to, compliance and quality requirements, and that SOPs, work instructions and controls are current and harmonized across markets — with particular rigor for regulated order types (controlled substances, vaccines, tenders, donations, samples).

Order Processing & Order-to-Cash Operations

• Accountable for 70% of all orders that come in to Pfizer (4.3M per year) – accountable for full OTC process enabling $30Bn worth of revenue

• Own EM and China order processing performance end-to-end, including order entry, exception and non-standard order handling, EDI/interface issue resolution and order-to-delivery cycle time.

• Establish and maintain a regional back-order tracking and governance framework, ensuring real-time visibility of supply constraints, transparent customer communication and disciplined allocation decision-making in partnership with Supply Chain and Commercial.

• Define and continuously improve the escalation model, ensuring escalations are triaged, resolved and root-caused quickly, with clear ownership across Order Processing, Customer Engagement, GBS and market teams.

• Set and monitor SLAs, KPIs and quality metrics for order processing; hold GBS and Global teams accountable for performance against agreed service levels.

Customer Experience Strategy for First Paying Customers

• Develop and own differentiated CX strategies and tactics focused on first paying customers — large wholesalers, distributors, direct accounts, clinics, teaching hospitals and national pharmacy unions — ensuring alignment with regional and global business objectives.

• Translate customer insight, segmentation and feedback (including Qualtrics data) into strategic initiatives that materially improve the first paying customer experience.

• Ensure CX strategy and tactics are consistently implemented across clusters through the Cluster Lead network, adapting for local market context without diluting the regional standard.

• High level, top tier customer engagement to develop insights that will feed into moving forward strategy

• Represent Pfizer at industry-level external engagements where appropriate

Technology, Data & Systems

• Own the order processing and CX technology roadmap in collaboration with Digital and IT partners, including SAP (S/4HANA), Service Cloud, PRIME and Conexiom, ensuring systems and interfaces support scale, resilience and a superior customer experience.

• Sponsor and govern system enhancements, automation initiatives and digital agent deployments that reduce manual exception handling and improve first-time-right order accuracy.

• Use data and analytics to identify recurring exception trends, systemic root causes and opportunities for straight-through processing, translating insight into a prioritized improvement backlog.

Compliance Strategy, Governance & Regulatory Oversight

• Hold end-to-end accountability for customer service / Cx compliance across all markets where orders are processed or the organisation has a first paying customer-facing presence, translating global and local regulatory requirements into Cx policies, procedures and controls.

• Maintain deep, current expertise in the legal and regulatory landscape governing pharmaceutical order management, customer service and distribution, and act as the escalation point for regulatory interpretation questions raised by in-market Cx/P&L teams.

• Build and continuously evolve a global Cx compliance framework and standard operating model that can be consistently applied and locally adapted across diverse regulatory environments. Own and maintain the Global Cx Risk Register, ensuring risks are identified, assessed, prioritised, owned and tracked to closure across all markets.

• Conduct and lead pre-audit Gemba walks with in-market teams to proactively identify process, control and documentation gaps ahead of internal or external audits and inspections.

• Design and embed risk-based monitoring and self-assessment mechanisms so emerging risks in order management are surfaced early rather than at the point of audit.

Audit, CAPA & Accountability

• Own the tracking and governance of Corrective and Preventive Actions (CAPAs) arising from audits, inspections, Gembas and risk assessments, holding action owners accountable for on-time, effective closure.

• Provide regular, transparent reporting on risk register status, audit findings and CAPA progress to Global Cx leadership and relevant governance forums.

• Ensure root-cause analysis, not just symptom-fixing, underpins CAPA plans, and that recurring themes inform proactive process redesign.

• Represent Cx compliance in interactions with regulators, external auditors and inspectors as required, alongside Quality, Logistics and Local Cx colleagues

Leadership, Coaching & Capability Building

• Provide strong, visible leadership to a regional network of Customer Experience Cluster Leads, Order Processing teams and compliance leads across EM and China (between 90 and 140 colleagues), setting clear expectations, priorities and performance standards.

• Coach and develop Cluster Leads and people leaders to strengthen judgment, stakeholder influence and problem-solving, particularly where they operate without formal management authority in-market.

• Build organizational capability for the next generation of order processing and customer experience — reskilling teams for a more automated, agent-supported environment, and ensuring career paths keep pace with the changing nature of the work.

• Build a strong community of practice across Cluster Leads, enabling consistent sharing of best practice, lessons learned and emerging risks across clusters.

• Cultivate a culture of innovation, accountability, compliance and customer centricity, ensuring colleagues at every level feel connected to Pfizer's CX mission.

• Act as a role model for the behaviors and standards expected of the wider CX and Order Processing organization.

Stakeholder Leadership & Cross-Functional Partnership

• Act as the senior voice into Global Customer Operations, ensuring regional CX and O2C priorities are reflected in global operational planning and vice versa.

• Serve as the primary senior regional partner for GBS on all matters of order processing scope, performance and escalation routing, ensuring the multi-tier CX operating model functions seamlessly.

• Represent Customer Operations in global governance forums, steering committees and business reviews, providing clear, data-driven updates on performance, risk and transformation progress to senior leadership.

• Build and maintain trusted relationships with senior stakeholders across Global Logistics, Quality, Commercial, Finance, Digital/IT and regional leadership.

• Escalate and resolve cross-functional issues that Cluster Leads or Order Processing teams are unable to resolve locally.

General

• Take on additional responsibilities as appropriate to the seniority and scope of the role, in support of the broader CX and O2C transformation agenda.

• Deputize for senior CX leadership as required in relevant governance, transformation and compliance forums.

What Success Looks Like

• Progress against the CX and O2C transformation roadmap and milestones.

• Delivery of the Global Customer Service Transformation for Pfizer Inc. — benefits realized, innovation adopted, processes standardized and the new Customer Service strategy embedded across markets.

• Strength of executive relationships with C-suite leaders and priority first paying customer segments .

• Effective channel strategies in place for new launches, with strong first-order performance and launch-readiness outcomes.

• Positive outcomes from OTC-related BOH and RQA audits across EMEA.

• Consistency and maturity of CX and order processing architecture and governance across clusters.

• CSAT and other customer experience metrics for first paying customers, regionally and by cluster.

• Reduction in manual exception handling and improvement in first-time-right order accuracy through automation and digital agents.

• Capability and performance development of the Cluster Lead and Order Processing leadership network.

• Strength of cross-functional relationships with Compliance & Risk, Quality, Logistics, GBS and Transformation.

• External recognition and benchmarking of Pfizer's EMEA customer experience relative to industry peers.

Basic Qualifications

• Applicant must have a bachelor's degree with at least 12 years of​ progressive experience in order-to-cash, customer experience, customer operations or supply chain, including significant experience within the pharmaceutical, healthcare or another highly regulated industry; OR a master's degree with at least 10+ years of experience; OR​ a PhD with 7+ years of experience​
• Significant senior leadership experience managing large, geographically distributed teams (100+ colleagues or equivalent scale) across multiple markets, ideally within a global or regional shared-services / GBS-enabled operating model.

• Demonstrated track record leading large-scale business transformation, process redesign or technology-enabled change in an order management, customer experience or customer operations environment.

• Proven experience engaging and influencing government officials and C-suite executives, and building strategic relationships with large wholesalers and institutional customers such as clinics, teaching hospitals and pharmacy unions.

• Deep expertise in Order-to-Cash (OTC) processes and compliance, including experience with BOH and RQA (or equivalent) audit frameworks.

• Demonstrated ability to build process architecture and governance from the ground up in ambiguous or undefined environments.

• Experience defining trade channel and go-to-market strategy for new product launches in pharmaceuticals or a comparably regulated industry.

• Strong track record of coaching and developing senior individual contributors and people leaders.
• Exceptional senior stakeholder management and executive communication skills, with the credibility to influence Compliance, Quality, Logistics, GBS and Transformation leadership at T4 Global Leadership Team level.

• Strong analytical and strategic thinking skills, with the ability to translate customer insight into differentiated CX strategy and data into decisive action.

• Comfortable operating in grey areas and making sound decisions with incomplete information.

Technical & Systems Expertise

• Hands-on experience with SAP (S/4HANA or ECC) order management and sales & distribution modules.

• Experience with SAP Service Cloud (or equivalent CRM/case-management platform), Conexiom (or equivalent order-automation/EDI tooling), PRIME and Qualtrics.

• Working knowledge of AI-enabled automation, digital agents or intelligent process automation, with the judgment to evaluate where and how these technologies should be deployed responsibly.

Preferred Qualifications

• Master's/MBA in Business Administration, Supply Chain or a related field preferred.
• Experience designing or leading customer experience or order-to-cash operating models across multiple EMEA markets or regions.

• Prior accountability for regulatory or quality audit outcomes in a supply chain or customer-facing function.

• Experience in a regional or global CX / transformation role within pharma, healthcare or a comparably regulated FMCG environment.

• Fluent in English; additional European languages an advantage given the regional scope of the role.

Non-Standard Work Schedule, Travel or Environment Requirements

Regional role requiring flexibility to accommodate meetings and escalations across multiple time zones. Periodic international travel required to engage with market clusters, GBS hubs and cross-functional partners.

Last Date to Apply: October 28, 2026

The annual base salary for this position ranges from $214,900.00 to $358,100.00. In addition, this position is eligible for participation in Pfizer’s Global Performance Plan with a bonus target of 22.5% of the base salary and eligibility to participate in our share based long term incentive program. We offer comprehensive and generous benefits and programs to help our colleagues lead healthy lives and to support each of life’s moments. Benefits offered include 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, and health benefits to include medical, prescription drug, dental and vision coverage. Learn more at Pfizer Candidate Site – U.S. Benefits | (uscandidates.mypfizerbenefits.com). Pfizer compensation structures and benefit packages are aligned based on the location of hire. The United States salary range provided does not apply to Tampa, FL or any location outside of the United States.

This role is posted in multiple locations. If you are applying for the role in an secondary job posting location where pay transparency regulations apply, your Talent Advisor will share the local pay information with you during the first interview.

Relocation assistance may be available based on business needs and/or eligibility.

Candidates must be authorized to be employed in the U.S. by any employer.

U.S. work visa sponsorship (such as TN, O-1, H-1B, etc.) is not available for this role now or in the future.

To learn more about acceptable and prohibited uses of AI during the recruitment process, please review our candidate AI-use guidelines available on Pfizer Careers.

Logistics & Supply Chain Mgmt

About Us

A career at Pfizer offers opportunity, ownership and impact.

All over the world, Pfizer colleagues work together to positively impact health for everyone, everywhere. Our colleagues have the opportunity to grow and develop a career that offers both individual and company success; be part of an ownership culture that values diversity and where all colleagues are energized and engaged; and the ability to impact the health and lives of millions of people. Pfizer, a global leader in the bio pharmaceutical industry, is continuously seeking top talent who are inspired by our purpose to innovate to bring therapies to patients that significantly improve their lives.