Pfizer

Subject Matter Expert, Global Operations Service Centre

Posted Yesterday

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Mexico City, Cuauhtémoc, Mexico City, MEX

In-Office

Senior level

Artificial Intelligence • Healthtech • Machine Learning • Natural Language Processing • Biotech • Pharmaceutical

We’re in relentless pursuit of breakthroughs that change patients’ lives.

The Role

Leads end-to-end service delivery for global operations activities, including incentive compensation, sales force or medical samples support, reporting, and commercial operations. Drives process standardization, optimization, automation, documentation, transitions, knowledge transfer, vendor performance, SLAs, KPIs, capacity planning, and issue resolution. Partners with global stakeholders and process SMEs to ensure operational readiness, scalable delivery, and continuous improvement across assigned markets.

Summary Generated by Built In

Work Location Assignment: Mexico City, Mexico. Must be able to work from assigned Pfizer office 3 days per week, or as needed by the business.
The Subject Matter Expert is a key role within the Global Operations Services Centers (GOSC) organization, accountable for the end‑to‑end delivery and performance of in-scope activities across assigned markets (Delivery SME). Act as the Subject Matter Expert and primary point of contact for GOSC, ensuring high‑quality, reliable data services that support commercial and marketing operational activities such as reporting, sales force enablement, e‑permissions, and incentive calculation. The Delivery SME will drive the implementation and sustainment of service delivery model enabling scalable, compliant, and efficient global service delivery.
Responsibilities:

Drive, implement, and fulfil process excellence initiatives for in‑scope services, including standardization, optimization, and automation.
Cooperate with key stakeholders on global standardization, optimization, and automation initiatives across Global Operations.
Ensure desktop procedures and process documentation for data and transactional processes are accurate, complete, and kept up to date.
Act as SPOC for global project, lead the transformation on behalf of GOSC LT.
Lead and support service transitions, including onboarding of new services and geographical expansions.
Ensure effective knowledge transfer and service readiness during transitions and change initiatives.

Delivery SME - Service Delivery

Ensure timely and successful delivery of both insourced and outsourced activities, following SLAs, guidelines, and timelines.
Engage with selected countries for all in‑scope services in collaboration with GOSC Delivery lead.
Propose and deliver solutions to operational, data, or service‑related issues; support complex market requests and escalations as needed.
Act as point of contact for vendor delivery related to services in scope.
Monitor team & vendor performance, ensure KPIs are met, and track worklogs in the workflow management tool.
Manage capacity and demand, in collaboration with delivery lead, highlighting risks and opportunities
Coordinate with PE lead and Process SMEs to operationalize new transitions and intended process changes
Responsible for operational readiness for transitions of new services and expansions.
Adapts global standards shared by SMEs to fit team context
Cooperate with Process SMEs with challenging market requests or issue escalations as needed

Must Have:

Proven knowledge and hands-on experience in Incentive Compensation is mandatory.
In addition, candidates must demonstrate experience in a t least one of the following two areas:
- Sales Force Management / CRM support for sales teams
- or Medical Samples Management
Fluency in written and spoken English is required.
Fluency in written and spoken Spanish is required

Basic Qualifications:

Bachelor's degree Min 5 years of experience Global Operations service delivery CFCD, Incentives, Multichannel Marketing, Samples, shared service delivery or sales operations
Deep operational experience working within GOSC or other shared service centre
Proven high-quality delivery on assigned services and process improvement
Business acumen, full-service catalogue GOSC service catalogue, BaU know-how and good understanding of delivery models
Strong stakeholder management and communication skills across diverse geographies and cultures
Strategic mindset and ability to identify and drive opportunities to optimize delivery and E2E processes
High level of independent and service-oriented working attitude
Able to identify and drive process standardization & optimization
Able to demonstrate strong analytical and quantitative skills
Strong writing, presentation and influencing skills in English and Spanish
Strong team player with a proven ability to collaborate across functions, build trust with stakeholders, and contribute to high-performing teams while fostering accountability, continuous improvement, and operational excellence

Highly Preferred Qualifications

Master's degree (MBA, Operations Management, TI, Data Analytics, Digital Transformation, or equivalent).
Scrum Master, Agile Practitioner, Product Owner, or equivalent certification.
Experience leveraging Generative AI and automation solutions (e.g., Microsoft Copilot, Power Platform, Power BI) to improve operational performance and service delivery.

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.
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 .
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Skills Required

Bachelor's degree
At least 5 years of experience in global operations service delivery, CFCD, incentives, multichannel marketing, samples, shared service delivery, or sales operations
Hands-on experience in Incentive Compensation
Experience in Sales Force Management or CRM support for sales teams, or Medical Samples Management
Fluency in written and spoken English
Fluency in written and spoken Spanish
Deep operational experience within a global operations or shared service center
Experience with service delivery, process improvement, standardization, and optimization
Strong stakeholder management and communication skills across diverse geographies and cultures
Strategic mindset and ability to drive end-to-end process optimization
Strong analytical and quantitative skills
Strong writing, presentation, and influencing skills in English and Spanish
Ability to collaborate across functions, build stakeholder trust, and contribute to continuous improvement
Master's degree in business administration, operations management, technology, data analytics, digital transformation, or equivalent
Scrum Master, Agile Practitioner, Product Owner, or equivalent certification
Experience using generative AI and automation solutions such as Microsoft Copilot, Power Platform, or Power BI

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The Company

HQ: New York, NY

121,990 Employees

Year Founded: 1848

What We Do

Our purpose ensures that patients remain at the center of all we do. We live our purpose by sourcing the best science in the world; partnering with others in the healthcare system to improve access to our medicines; using digital technologies to enhance our drug discovery and development, as well as patient outcomes; and leading the conversation to advocate for pro-innovation/pro-patient policies.

Why Work With Us

We are the inventors, the problem solvers, the big thinkers — those who surmount any hurdle to deliver breakthrough medicines to the people who are counting on them the most.