Hybrid Senior Director, Rare Disease Navigator – Secondment – 12 Months

at Pfizer

• Job title: Senior Director, Rare Disease Navigator – Secondment – 12 Months
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Lake Forest, United States

About the role

• Senior Director leading Rare Disease Navigator team at Pfizer, responsible for improving HCP education and customer support. Overseeing team development and strategic engagement in a commercial capacity.

Responsibilities

• Develop and execute a strategy to define, deliver and measure our ability to provide proactive HCP education, customer support and SME connectivity in a non-sales, commercial capacity
• Build and lead a new team in the Rare Disease Navigator space that is a diverse and qualified. Developing their skills and capabilities via coaching and performance management to ensure a high level of therapeutic area knowledge, deep scientific expertise and credibility with assigned product(s), creating an optimal customer experience
• Build a new function and an entirely new approach at Pfizer Connect with the Rare Disease Navigator roles. Ensure team members are collaborating effectively across commercial and non-commercial colleagues to meet HCP educational and resource needs, creating a truly simple, single point of contact for assigned offices
• Engagement of non-traditional HCP approach / reaching community does not prescribe so need to develop the engagement approach
• Where needed, help to identify the correct SME and facilitate support across the enterprise to meet HCP requests
• Strategic Leadership – Contributing to and siting on the Pfizer Connect Leadership Team, the NA Rare Disease Leadership Team and the Rare disease sales team
• Work to continually improve the level of service provided by the team, recommending enhancements to materials, technology, approach or process. Identifies and shares best practices across the team that enhance HCP knowledge and awareness of Pfizer products and services
• Stays current with the HCPs, market and therapeutic area, providing relevant insights to the Navigator and BU teams about current or pipeline products
• Optimizes virtual engagement skills for themselves and their team and is proficient in all virtual tools and technology, including Galaxy and PfizerPro
• Ensures actions of self and team are fully compliant ; has complete understanding of all relevant compliance laws, policies and processes
• As a member of the Pfizer Connect Leadership Team, works with the VP and peers to build & scale a diverse Pfizer Connect team that is representative of our customers and implement best-in-class processes and measurable initiatives that will drive customer experience
• Ensure appropriate integration of the team with BU colleagues, SMEs and other Pfizer Connect members
• Builds strong team culture, colleague engagement and morale​
• Promotes a feedback culture and continuous improvement mindset in team to assess quality of customer experience (e.g., uses virtual pulse surveys, team barometers, customer feedback)
• Develop training curriculum and coaching strategies to ensure continuous development of Navigators
• Establish reporting and analytics to inform operational performance, continuous improvement and executive readouts
• Partner with key stakeholders to ensure comprehension of the Navigator and its relationship to supporting functions to ensure compliance
• Become the “expert” in the Navigator space within Pfizer Connect
• Sets team goals and hold team members accountable for consistent adherence (e.g., scientific knowledge, communication, compliance, use of technology.

Requirements

• Must-Have BA/BS with 12+ years of experience, MBA/MS with 10+ years of experience, OR PhD or JD with 7+ years of experience.
• Minimum 15 years’ experience required, 8 with advanced degree, preferably in pharmaceutical sales, biotech, or medical device sales role, customer-oriented, delivering right experience
• Minimum 5 years of direct people management experience required
• Experience and proven track record in Healthcare Customer Engagement (HCPs and Accounts)
• Strong business acumen, superior communication skills and a documented record of success
• The ability to develop strong professional relationships virtually in a dynamic and challenging environment
• Strong presentation and communication skills
• Customer-centric, problem-solving mindset
• Ability to work in ambiguity and draw insights from broad data sources
• Exceptional project management, decision-making and problem-solving skills
• Track record of working collaboratively and developing strong partnerships at all levels across the organization
• Proven ability to manage through change
• Promotes a strong risk and controls environment by adhering to all processes and procedures
• Proven ability to excel with complaint, cross-functional engagement to deliver on customers’ needs
• Proven ability to communicate and educate providers on complex clinical and disease state information
• Experience with virtual engagement technology and CRM Systems (Microsoft, Teams, WebEx, Zoom).

Benefits

• Eligible for Relocation Package – NO
• Secondment 12 months