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 a