OSS Delivery Lead, LATAM

Why Patients Need You Technology impacts everything we do. Pfizer’s digital and ‘data first’ strategy focuses on implementing impactful and innovative technology solutions across all functions from research to manufacturing. Whether you are digitizing drug discovery and development, identifying solutions, or making our work easier and faster, you will be making a difference to countless lives. What You Will Achieve The Omnichannel & AI Services (OSS) team provides delivery services for all Pfizer Business lines in the areas of external Digital engagement channels, including web, mobile and social. As such this role will have responsibility for setting up and managing execution of large & complex programs of work that could include delivery of one or more services, along with responsibilities in working with Client Partners and business clients providing subject matter expertise and consultation on all aspects associated across all services in our catalog including focus on holistic use of those services in support of Omnichannel marketing campaigns. This individual will be serving as a technical delivery & engagement lead that leads/manages multiple projects via onsite/offshore project managers, solution architects, development vendors and strategic partners. The solutions delivered will be built on the Pfizer standard Edison, Franklin and Stratus web publishing platforms as well as a range of emerging UI/UX, backend and mobile development technologies. This individual will be accountable for one or more large/complex programs and/or services/tools as part of the role. The ideal candidate will bring technical knowledge, subject matter expertise in Content Management/Delivery technologies, and show world class leadership in the areas of agile, customer, and user experience to accelerate and enhance our ability to deliver engaging and valuable experiences to our most important interactions. This is a critical and high-engagement role where excellent interpersonal skills in combination with the passion and experience in delivering digital solutions will directly drive our solution roadmaps and help grow our digital marketing capabilities. Pfizer is accelerating the use of digital technology across our entire commercial and non-commercial business areas. We need people with excellent work habits and technical skillsets that can work independently in a fast-paced environment and deliver on the promise of digital. The Omnichannel & AI Services (OSS) are a key enabler of Pfizer's business unit strategies in 2025 and beyond. Be a part of this innovative team, enhance your career, while helping drive these technology priorities for Pfizer. Responsibilities by focus areas: Omnichannel Marketing Technology: The successful candidate must have a deep understanding of technical solutions & concepts that pertain to Commercial Marketing and/or business processes as applied to external-facing websites and mobile apps. Serve as a Digital Omnichannel Subject Matter Expert (SME) engaging the Digital Client Partners and marketers throughout their campaign lifecycle.  Facilitate the execution of Omnichannel marketing strategies and tactics through established Digital solutions. Client-Facing Service Delivery role requiring business skills to meet with business stakeholders, create and manage the delivery of digital assets using a pool of vendors. Exhibits business expertise and an understanding of the external marketplace and customer requirements. Project Delivery Management: Ability to initiate and manage multiple large & complex projects simultaneously This role will be responsible for leading digital service delivery on a regional scale. Sets objective for and manages multiple projects / ongoing work activities of moderate to high complexity projects within the department typically involving cross-functional activities Manages technological and financial resources – sometimes direct and sometimes in a matrix structure. Escalation Management adhering to SLAs. Develop project plans, specifying goals, staffing, scheduling, risks, contingency plans and allocation of available resources. Management of all finances and reporting of finances to LT as appropriate. Technical Expertise: Solid understanding of web & mobile solution architecture and technical analysis including understanding of technical challenges and recommend technologies and solutions to meet business objectives Have a solid technical background including prior experience with software programming, coding and solution architecture. Identify opportunities to digitize marketing processes or enhance digitalchannel experience; develops business cases and performs a cost/benefit analysis as needed to secure buy-in. Engaging with technical architects as appropriate to ensure solutions comply with platform standards. Ensure technology solutions meet the needs of the Marketing business guiding both Client Partners and Marketers on emerging technology solutions and integration needs. Accountable for ensuring compliance with Pfizer’s technology & platform stack standards. Understand and improve existing technical frameworks and prototype or develop new ones as necessary. Provide subject matter expertise from Pfizer Digital during meetings with customers and business partners on Services projects. Be a key influencer of solution design within our cross-functional Digital Services delivery teams of innovators, analysts, designers, architects, and engineers. Manages performance of indirect reports and support OSS objectives through goal setting and ongoing assessment. Communication and Services Marketing: Effectively communicates relevant Digital-related information to key stakeholders. Uses communication to help ensure alignment within and outside of OSS. Creates and delivers presentations to direct reports and other internal stakeholders across OSS. Partners with OSS leadership to accomplish objectives. Prepares for and manages change that impacts the OSS. This role may additionally be responsible for representing and serving as a SME consultant to client partners and business colleagues about core OSS Services and holistic use of those in support of meeting business requirements:Create awareness & understanding of OSS Services and applicabilityEnsure alignment across the Pfizer Digital organization and service providers – effectively utilizing the Pfizer Digital organization. Understands, effectively uses, and may coach project and support teams on technical tools, applications, and procedures. Contribute to roadmap development and innovation in conjunction with the Digital platform teams. Identify process improvement opportunities and come up with innovative methods to improve the department’s work processes and tools. AI Fluency & Innovation Management Embrace AI as a collaborative partner, promoting a mindset shift from fear to curiosity. Encourage experimentation, iteration, and the use of AI tools & techniques to elevate productivity and creativity. Lead by example in using tools like Microsoft Copilot and other AI platforms to streamline operations, such as hiring, reporting, and content creation. Identify and champion AI use cases across domains, including contract analysis, workflow orchestration, and intelligent search. Qualifications EDUCATION AND EXPERIENCE DESIRED: 5+ years of experience in Information Technology and related disciplines and proven experience with emphasis on software, IT service development and maintenance. 3+ years of experience in client-facing roles leading agile/scrum projects where delivery obligations are achieved through other teams. Solid understanding and previous working experience with Digital (online/mobile/social) channels, especially working on external-facing websites and mobile apps. Previous experiences as a technical program/project manager or solutions architect or technical lead would be a plus. Proven record of excellent client partnerships Strong understanding of and enthusiasm for user-centered design principles. Strong verbal and written communication skills, with ability to successfully communicate design rationale to a mixed audience. Project & program management experience and proven track record of delivering digital, technology and analytics products/solutions for external and internal customers on time and on budget. Strong financial and budget acumen. Flexibility to work on a wide range of projects: from small content based mobile apps to more complex mobile web applications with transactional components and data integration. Collaborate and navigate in a heavily matrixed environment. Ability to synthesize many ongoing complex requests and backlog to prioritize requirements, functions and features for greatest customer value. Strong understanding of HTML, JS-based frameworks, and web services. Also, an understanding of information architecture, and design patterns. Understanding and experience on open-source platforms such as Drupal is a plus. Understanding and experience on CMS platforms such as Adobe AEM or AEM Edge Delivery Services is a plus. Some understanding of Project Management tools such as Smartsheets and MS Project Online. Some knowledge of the Healthcare and Pharmaceutical markets globally. Broad knowledge of the key factors that influence the Healthcare and Pharmaceutical industry. Candidate demonstrates a breadth of diverse leadership experiences and capabilities including, the ability to influence and collaborate with peers, develop, and coach others, oversee, and guide the work of other colleagues to achieve meaningful outcomes and create business impact. Ability to lead in a complex, matrix environment with indirect resources geographically distributed. Ability to lead an appropriate assessment of technology in the competitive landscape Ability to work with others in a constructive and collaborative manner Ability to think critically; to recognize and anticipate a problem (technical, operational, process, organizational) and to identify and implement or communicate the best solution in a timely manner. Must be able to communicate effectively orally and in writing with internal technical staff, Pfizer Digital Management, and vendors. Generation of appropriate documentation: project plans, requirements documents, use cases, storyboards Demonstrated effective organization and time management Demonstrated ability to deliver results under aggressive schedules Ability to work independently and with minimum supervision Ability to function in a dynamic work environment NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS Potential for unusual attendance requirements, weekend work or travel requirements (depending on client-facing meetings / workshops). Work Location Assignment: Hybrid EEO (Equal Employment Opportunity) & 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, or disability. Information & Business Tech