The Customer Engagement Learning Effectiveness Lead develops and leads the Customer Engagement learning effectiveness multi-modal strategy and curriculum branding, measurement and program coordinator functions to enable Customer Engagement Training and learner experience success. This role is responsible for measurement, performance management and continuous improvement for content delivery methods that span digital, on-demand, in-classroom and on-the job experience design for optimal training a... more details
ROLE SUMMARY
The Customer Engagement Learning Effectiveness Lead develops and leads the Customer Engagement learning effectiveness multi-modal strategy and curriculum branding, measurement and program coordinator functions to enable Customer Engagement Training and learner experience success. This role is responsible for measurement, performance management and continuous improvement for content delivery methods that span digital, on-demand, in-classroom and on-the job experience design for optimal training approach and learner outcomes. The lead manages training program effectiveness evaluation, conducts business and strategic training needs analysis to identify gaps and performance improvement opportunities, identifies innovative external offerings for needed multi-modal strategies & decisions and oversees efforts to improve training program delivery design. The role also oversees the Program Coordinator Office that provides project and program management coordination and support to the Customer Engagement Training Team. The role tracks and ensures effectiveness, branding and design of L&D programs for the Commercial organization worldwide.
ROLE RESPONSIBILITIES
- Lead and develop direct reports for optimal skills needed to evaluate, evolve, and support best-in-class training results.
- Define and align clear goals (metrics such as training effectiveness, value, and impact) and sustainability strategies for training program delivery approach, innovations and core role curriculums.
- Oversees core measures and metrics to understand effectiveness and impact of deployed training efforts to the learner and to business results, from both a customer and a business impact perspective.
- Manage the reporting and communication of performance and effectiveness of Customer Engagement Training programs with internal stakeholders in Customer Engagement Training and key business unit leaders to maintain strategic alignment with the strategic objectives.
- Lead the continuous improvement of training program branding and delivery methods in alignment with business strategies to support the achievement of high levels of learner engagement and required learning outcomes within agreed resources and timescales.
- Oversee all program and project management and coordination activities in assigned programs, projects and workstreams in support of Customer Engagement Training needs.
- Gather best practices and share across needed multi-stakeholder groups and the Customer Engagement Training leadership to support an environment of teamwork and continuous improvement.
- Identify the capabilities needed to meet the current and emerging business and strategic needs of the commercial team and the gap and opportunities that exist in training programs to support capability building and innovative, cutting-edge design.
- Work with Customer Engagement Content Development Teams to fill training gaps and emerging needs
- Conduct regular reviews with Key Business Stakeholders to ensure the existing training programs meet business and strategic requirements, and get feedback on changes needed
- This role will manage approximately 9 colleagues.
BASIC QUALIFICATIONS
- Bachelor’s degree required
- 15+ years of training, sales, performance management related experiences or combination of experiences
- Proven ability to develop and implement innovative solutions that drive business growth, including identifying opportunities for improvement, generating creative ideas and integrating new processes or technologies into existing business operations.
- Deep experience and knowledge of Program Performance Management and Continuous Improvement
- Experience with Pfizer learning platforms
- Previous experience leading people and matrixed organizations within commercial (i.e. sales, account management, marketing etc.) including developing people to meet goals, providing constructive feedback, and employee motivation.
- Executive presence and ability to influence senior stakeholders internally and externally
- Strong interpersonal skills with a track record of building partnership, interacting with stakeholders at varying levels, and working collaboratively across functions to meet share objectives
- Outstanding presentation, facilitation and writing skills
- Strong record of coaching teams to achieve personal and organizational goals
- Project Management experience and organizational abilities to simultaneously manage multiple complex projects
- Demonstrated creativity skills, with a track record of creating innovative ideas, develop new and better ways of working
- Ability to make sense of complex information to make sound judgment and decision making with minimal direction
- A track record of holding self and others accountable to meet commitments
- Experience with data analysis of complex data from multiple sources to draw appropriate conclusions and make suitable recommendations.
- Experience leading a diverse team to achieve common goals, leveraging diverse perspectives.
- Ability to understand the business environment and objectives and develop solutions accordingly
Other Job Details:
- Last Day to Apply: July 5, 2024
- Additional Locations: Any US Commercial PFE Site
- Position is hybrid and will require to work 2 to 3 days per week from site
- Not eligible for Relocation Package
- Eligible for employee referral bonus
The annual base salary for this position ranges from $205,400.00 to $342,400.00.* In addition, this position is eligible for participation in Pfizer’s Global Performance Plan with a bonus target of 25.0% 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.
* The annual base salary for this position in Tampa, FL ranges from $184,900.00 to $308,100.00.
Relocation assistance may be available based on business needs and/or eligibility.
Sunshine Act
Pfizer reports payments and other transfers of value to health care providers as required by federal and state transparency laws and implementing regulations. These laws and regulations require Pfizer to provide government agencies with information such as a health care provider’s name, address and the type of payments or other value received, generally for public disclosure. Subject to further legal review and statutory or regulatory clarification, which Pfizer intends to pursue, reimbursement of recruiting expenses for licensed physicians may constitute a reportable transfer of value under the federal transparency law commonly known as the Sunshine Act. Therefore, if you are a licensed physician who incurs recruiting expenses as a result of interviewing with Pfizer that we pay or reimburse, your name, address and the amount of payments made currently will be reported to the government. If you have questions regarding this matter, please do not hesitate to contact your Talent Acquisition representative.
EEO & Employment Eligibility
Pfizer is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. Pfizer also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. Pfizer is an E-Verify employer. This position requires permanent work authorization in the United States.
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