Overview:
As the Director of Medallia Delivery Lead, you will play a key role in leading the digital transformation and ongoing delivery of Medallia, the pioneer and market leader in Experience Management. Your responsibilities will include providing strategy, oversight, and accountability, as well as defining and prioritizing the global features and capabilities of our customer feedback and experience management platform. You will work in close collaboration with the development team to ensure that the product roadmap is in line with the overall business strategy and meets the needs of our customers. Additionally, you will manage projects focused on delivering the Medallia solution across Pfizer.
Responsibilities:

• Act as Medallia platform lead for Pfizer.
• Contribute to the overall success and lifecycle of the product by serving as Product Owner during definition, design, user story/requirement creation, documentation, launch, go-to-market activities, roadmap description, communications, and management updates / KPIs.
• Oversee the delivery of multiple concurrent projects, ensuring adherence to Medallia's methodology, best practices, and quality standards.
• Build and maintain strong relationships with clients and stakeholders, acting as a trusted advisor and escalation point for project issues and risks.
• Drive continuous improvement and innovation in our delivery processes, tools, and methodologies, leveraging data, feedback, and industry trends.
• Partner cross-functionally to align delivery with customer needs and product roadmap.
• Contribute to growth planning and scaling of the solutions delivery organization.
• Develop and execute on multi-year roadmap for Medallia platform and solutions.
• Collaborate with internal and external stakeholders on technology strategy.
• Lead and coordinate product demos for multiple audiences including business stakeholders, leadership team and other teams.
• Define product features, customer experiences, goals and metrics based on research.
• Develop a thorough understanding of user personas, customer types, and platform implementations to continually assessing the competitive landscape and marketplace.
• Document and analyze product requirements by defining user stories, system dependencies, user journeys through information architecture and acceptance criteria in the form of acceptance tests as required.
• Develop project plans and manage budget, staffing, risks and resources.
• Direct activities of project teams to ensure on-time, on-budget delivery.
• Establish standards for project reporting and documentation.
• Prepare status reports and keep stakeholders informed of progress.

Qualifications:

• Bachelor's degree in information management, computer science, business administration, engineering or technology management preferred with 10 years related field and proven experience with emphasis on software, IT service development and maintenance.
• 10 years of experience in consulting, project management, or customer success, preferably in the SaaS or technology industry.
• 5 years of experience in leading, managing, and developing high-performing teams.
• 2 years of experience in client facing roles where delivery obligations are achieved through other teams.
• Proven track record of delivering complex and impactful solutions to clients, with a focus on customer satisfaction and business outcomes.
• Overall knowledge of the Healthcare and Pharmaceutical markets globally. Broad knowledge of the key factors that influence the Healthcare and Pharmaceutical industry.
• Product ownership experience and experience leading product managers and tribes.
• Extensive experience in Information Technology industry with proven engagement and business analysis experience on medium to large scale projects.
• Experience with Agile development & leading Agile teams.
• Strong communication, presentation, and facilitation skills, with the ability to influence and persuade senior executives and stakeholders.
• Ability to navigate ambiguity, prioritize multiple tasks, and adapt to changing requirements and environments.
• Experience with Medallia or other experience management platforms.
• Bachelor's degree or equivalent in a relevant field.

Preferred Qualifications:

• Advanced degree in computer science, analytics, marketing or related fields.
• Experience with IT service design & process, project management, and continuous improvement frameworks.
• Medallia Certification (e.g. Admin, Customer Experience Professional, etc)
• Demonstrated proficiency and knowledge of the Pharma industry, customer requirements and general business environment to adapt and implement strategic solutions, products and/or projects.

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.
Work Location Assignment: Flexible
Other Job Details:

• Last day to apply: April 23, 2024

The annual base salary for this position ranges from $149,200.00 to $248,600.00.* In addition, this position is eligible for participation in Pfizer's Global Performance Plan with a bonus target of 20.0% 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.
* The annual base salary for this position in Tampa, FL ranges from $134,300.00 to $223,800.00.
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.
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