Sr Associate HR, Workplace Experience Leader, GWS P&O

Why Patients Need You

Take your place at the center of the Global Workplace Solutions team and you’ll find that everything we do, every day, is in line with an unwavering commitment to our patients. Working with Pfizer's dynamic Global Workplace Solutions team, you will identify and mitigate known and emerging risks to Pfizer’s purpose of delivering breakthroughs that change patients’ lives.

What You Will Achieve

The Workplace Experience Leader is focused on providing an enabling and engaging work environment for Pfizer colleagues to do their best work. The incumbent will provide thoughtful solutions for office/lab services in a research and development environment. It will be important for this role to understand the unique needs of the Research Functions, along with industry trends and best practices, for delivering continuously improving, and comprehensive workplace services.

How You Will Achieve It

The role will leverage technology and industry best practices in the delivery of quality self-performed and service provider services for a variety of facilities management services including but not limited to Lab Glass Wash, Import/Export of R&D samples, Workplace Colleague services, Conference Room management, on-Boarding of colleagues, management of churn moves, janitorial services, café/pantry services, shipping & receiving, and new workplace services that enhance the colleague experience. These services are collectively known as “soft services” and directly impact the Colleague Work Experience.

This role will deliver, improve, and promote WRDM customer experience solutions through effective management, oversight and coordination of Global Workplace Solutions (GWS) and vendor delivered services. The role has financial accountability for a portion of the total Global Workplace Solutions (GWS) annual budget for Region 3 and specifically for the Boulder, CO WRDM site.

This role provides monthly key performance indicator (KPI) scoring to evaluate service provider performance, performs site inspections to confirm quality of service, seeks and evaluates colleague feedback, and assures safety and compliance performance meets Pfizer expectations.

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ROLE RESPONSIBILITIES

• Be the single point of contact for WRDM colleagues to simplify access to service providers, provide service status, support service scheduling, directly resolve service issues when possible, and to improve toe colleagues Work Experience.
• Oversee Integrated Facility Management (IFM) vendor service delivery as compared to current Scope of Work (SOW) outcome expectations to meet intent of contract, KPI’s and deliver customer experience requirements.
• Hold monthly business reviews with all service providers in scope to evaluate KPI’s, customer feedback, continuous improvements, and accountability.
• Provide management report out as well as escalation support requests for services provided.
• Meet with key WRDM customer contacts (at least quarterly) to survey satisfaction with current service levels, planning for new service needs and recommend changes to SOW or SLA outcomes as required.
• Assures the accuracy of CFM Database (Tririga) by effectively managing the link between service providers and system administrators for MAC and other colleague related data.
• Partners with GWS Business Operations Lead to deliver accurate database information for compliance or business-related reporting requirements.
• Provide conference solutions including reservation & cancellation support, meeting help resource, review room usage data to optimize utilization, keep Resource Scheduler data current and provide user instruction as needed.
• Assure professional audio visual (AV) services are provided to the site including development of video programs, town-halls, and site events.
• Provide quality and compliance oversight (through self or consultancy) for soft services delivered (e.g. GxP, IATA, DOT, Dangerous Goods, EHS or other compliance requirements).
• Support all key issues with vendors (e.g., financials, SLA negotiations, performance and quality issues, issue resolution, contract re-negotiation, contract termination)
• Lead Workplace Experience strategy, making every office/lab a great place to work.
• Improve the overall employee experience by activating new Workplace Experience spaces with innovative and creative amenities.
• Adapt workplace to accommodate changing business model, site/company strategy, or internal/external events that shape the work environment, Pfizer Branding, or other GWS/Corporate programs.

• Other related assignments as identified by GWS management as deemed appropriate.

Qualifications

Must-Have

• Bachelor’s degree
• Minimum of 5 years’ experience in pharmaceutical industry, facility amenity management, interior design, or equivalent customer facing experience
• Experience in building Workplace team performance, focused on providing exceptional workplace experience, has passion for customer service
• Excellent skills in leading cross functional teams towards best in class, effective and efficient operational services.
• Operational Excellence: Ability to develop, implement and continually improve programs, processes, standards, KPIs that support program and service delivery excellence.
• Vendor Management: Ability to optimize outsourcing strategy, quality & cost of services
• Influence: Demonstrated experience to influence all levels of management and stakeholders in a site-based setting.
• Be able to demonstrate excellent analytical and problem-solving skills.
• Excellent social, project management and planning skills
• Possess excellent verbal and written communication skills
• Ability to organize/present information and make decisions
• Work independently with minimum supervision
• Understand needs of scientific customer base
• Proficiency with the Microsoft Office Suite of computer programs

Nice-to-Have

• 5-10 years’ experience in serving facilities, laboratory, or R&D operations.
• Proven biotech customer relationship management skills including service delivery and proven problem-solving skills
• Meticulous attention to detail – someone who is on top of the numbers and can clearly articulate project statuses
• Positive relationship building, communication, and presentation skills
• Ability to thrive and flourish in a very dynamic and collaborative environment

 

PHYSICAL/MENTAL REQUIREMENTS

Due to the nature of work assignments, candidate must be able to perform detailed work on multiple, concurrent tasks, with frequent interruptions and under time constraints.  On a daily basis, the position responsibilities may require the ability to stoop; to reach; to stand, to walk the site for extended periods of time; to push and/or pull objects weighing up to 30 pounds; to lift and carry objects weighing up to 15 pounds; to use finger dexterity to operate a computer and other office equipment and hand strength to grasp objects; to perceive the attributes of objects by touch; to hear and verbally exchange ideas and information with colleagues and others on the phone and in the office; to see clearly from less than one foot to arm’s length with a good field of vision and to distinguish basic colors and shades of color.  On a frequent basis, essential duties of the position may require the ability to climb stairs, to kneel and/or crouch to retrieve items.

NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS

• Day shift with occasional after hours or weekend response required.
• Periodic travel may be required in support of Global Workplace Solutions Regional business needs
• Respond to the site in support of business continuity, emergency response and off-shift schedules periodically
• Entry and work in laboratory spaces, vivarium, facility mechanical areas, services areas such as, shipping and receiving, service corridors with adherence to personal protective equipment practices and procedures as well as GxP procedures.

Pfizer requires all U.S. new hires to be fully vaccinated for COVID-19 prior to the first date of employment.  As required by applicable law, Pfizer will consider requests for Reasonable Accommodations.

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.

Global Operations

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