Customer Operations Senior Manager
- United States - Tennessee - Memphis
- United States - Illinois - Lake Forest
- United States - New Jersey - Parsippany
- United States - Pennsylvania - Collegeville
- United States - New York - New York City
The Customer Operations Senior Manager is a member of the U.S. Customer Operations Team supporting multiple business units within Pfizer. The Team is responsible formaintainingappropriate levels of inventory held by Pfizer’s customers to ensure patient access and for managing the implementation and quarterly execution of numerous Distribution Service Agreement (DSA) contracts.
The Team manages the EDI 852 and EDI 867 data sets to support those responsibilities. The position requires extensive use of data warehouse applications, Tableau, and relational databases. The Senior Manager will work directly with external customers, software vendors, consultants, Customer Service, Account Management, Finance, Supply Chain, and Information Technology colleagues. Position requires independent action and decision making to achieve business objectives and compliance with internal controls.
JOB RESPONSIBILITIES
Reporting and analysis
Provide subject matter expertise on EDI 852 and EDI 867 dat
Work closely with customers’ and Pfizer’s EDI departments to develop and validate initial EDI 852 and EDI 867 data mapping requirements for new customers
Monitor, identify and resolve EDI 852 and 867 data integrity issues
Actively maintain EDI 867 end-customer master data.
Perform ongoing master data maintenance activities required for effective order management, DSA contract execution, and reporting accuracy.
Create ad-hoc reports, standardized reports, and system interfaces as needed to support business requirements.
Utilize sophisticated analytical applications.
Distribution Service Agreement contracts
Independently responsible for oversight and execution of the quarterly process to ensure timely and accurate creation of numerous complex contract metrics workbooks within a tight contractual time limit
Review new contracts and configure internal system to execute required metrics
Calculate credits/debits and explain variances for approval by senior management
Work with external customers and internal stakeholders to ensure optimal contract performance is achieved.
Systems and business processes
Independently initiate and manage large technology and business process improvement projects
Ensure alignment of programming prioritization across multiple systems and stakeholders
Collaborate closely with Information Technology colleagues to translate business requirements into technical specifications
Oversee validation testing and approve programming changes.
Forecasting
Prepare quarterly accruals for DSA credits/debits
Provide quarterly revenue projections to Finance as required.
BASIC QUALIFICATIONS
Candidate demonstrates a breadth of diverse capabilities including: the ability to influence and collaborate with peers, develop and coach others, oversee and guide the work of external stakeholders to achieve meaningful outcomes and create business impact.
- Bachelor's Degree with 6 years of experience required
- Knowledge of EDI 852 and EDI 867 data required
- Strong data analysis skills required
Nice-to-Have
- Experience with SQL, Snowflake, Tableau, SAP
- Experience with IntegriChain or ValueCentric applications
- Knowledge of vendor managed inventory (VMI) principles
- Knowledge of pharmaceutical distribution models
- Project management experience.
Other Job Details:
- Last Date to Apply for Job: April 20th, 2025.
- Eligible for employee referral bonus
- NOT Eligible for Relocation Package
- Position is hybrid and will require to work 2 to 3 days per week site
#LI-PFE
The annual base salary for this position ranges from $120,800.00 to $201,400.00. In addition, this position is eligible for participation in Pfizer’s Global Performance Plan with a bonus target of 17.5% 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.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.
Breakthroughs that change patients’ lives
Research confirms what intuition tells us: that purpose-driven companies perform better, are more innovative, attract and retain the best people, and know how to unleash the power of those people. Pfizer’s purpose—Breakthroughs that change patients' lives—fuels everything we do and reflects our passion for building on our legacy as one of the greatest contributors of good to the world.
Each word in our purpose has meaning and reflects the value we strive to bring to patients and society:
“Breakthroughs” - These are the innovations, scientific and commercial, that we seek to deliver every day. All colleagues, regardless of role, level or location, strive for breakthroughs every day.
“Change” - We want to do more than simply improve patients’ medical conditions; we want to dramatically change their lives for the better.
“Patients’ lives” - We consider not only patients, but everyone they touch—including their families, caregivers, and friends—and everything they love to do. It’s an intentionally holistic view.
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.
Every decision we make and every action we take is done with the patient in mind—and to nurture an environment where breakthroughs can thrive.
Our Values
To fully realize Pfizer’s purpose, we have established a clear set of expectations regarding “what” we need to achieve for patients and “how” we will go about achieving those goals.
The “how” is represented by four simple, powerful values—courage, excellence, equity, and joy—that define our company and our culture.
Courage: Breakthroughs start by challenging convention, especially in the face of uncertainty or adversity. This happens when we think big, speak up, and are decisive.
Excellence: We can only change patients’ lives when we perform at our best together. This happens when we focus on what matters, agree who does what, and measure our outcomes.
Equity: We believe that every person deserves to be seen, heard, and cared for. This happens when we are inclusive, act with integrity, and reduce healthcare disparities.
Joy: We give ourselves to our work, but it also gives to us. We find joy when we take pride, recognize one another, and have fun.
Benefits at Pfizer
Pfizer offers competitive compensation and benefits programs designed to meet the diverse needs of our colleagues. Our Pay for Performance Philosophy and Practices reward colleagues based on the contributions they make to our business.
Our Competitive Benefits Programs help our colleagues by:
- Promoting Health and Wellness to help colleagues maintain and improve their physical and mental wellbeing. Pfizer offerings include health and disability insurance, preventative health programs, medical screenings, free or reduced-cost vaccinations, discounts on Pfizer products, mental health support, nutrition and fitness counseling and more.
- Strengthening Colleagues’ Financial Security by providing company contributions to retirement plans, life insurance and financial planning education to help colleagues achieve their financial goals.
- Providing Benefits and Time off for the Moments that Matter to ensure Pfizer colleagues have the time away from the office to recharge, recover and return to work as the best version of themselves. Vacation, Holiday time and Sick time are just the beginning, with a 12 week parental leave policy for both parents of a new born, 10 day of caregiver leave for those times when your family needs you whether it’s a child, spouse or parent, bereavement leave, and additional country-specific programs.
- And so much more, depending on your country and site, Pfizer offers childcare facilities or discount programs, on-site health and/or fitness centers, movement and mindfulness solutions, “Log in for your Day” work flexibility and so much more.
For U.S. based jobs, view an overview of Pfizer’s U.S. benefits program (opens in a new window)