ROLE SUMMARY
The Meetings, External Engagements, & Travel (MEET) Regional Service Ambassador Lead is responsible for providing best-in-class customer service and ensuring seamless customer experience across The Americas. This role will design and implement MEET's standardized service model in The Americas and will report to the MEET Global Service Ambassador.
In addition to designing and implementing MEET's customer experience strategy in The Americas, this Regional Service Ambassador Lead will be responsible for ensuring that Regional Service Analysts and In-Market Service Ambassador Managers in the Americas region address customer needs and issues in a timely manner, escalate issues appropriately, and direct queries to the appropriate MEET resource. Additional responsibilities include monitoring the timing and efficacy of healthcare professional, patient, and healthcare organization transactions to identify any delays in the customer experience (contracts, payment, reimbursement and other).
Additionally, this Regional Service Ambassador Lead will proactively identify ways to promote MEET's services and work with MEET to address business needs. The Regional Service Ambassador Lead role is responsible for helping create and implement new solutions that improve customer experience operations and measuring performance against metrics to ensure the regional team is effectively supporting the business.
This role will oversee a team of 10-15 Regional Service Analysts based in Escazu, Costa Rica and In-Market Service Ambassador Managers in The Americas. This role will work with the Regional Operations Team, Regional Payment Team, Hospitality Team, and other MEET Centers of Excellence as needed. Additionally, this role will also be responsible for promoting the growth and development of his/her team. This role will report to the MEET Service Ambassador Lead.- Design end-to-end MEET customer experience strategy, standards, and processes in partnership with Global Service Ambassador Lead- Implement end-to-end MEET strategy, standards, and processes in The Americas to ensure a seamless customer experience across all MEET services- Identify solutions that can improve MEET's customer experience model; present to Global Service Ambassador Lead and develop plan to operationalize- Develop, prepare and report on KPIs for The Americas- Lead a regional team (incl. both strategic site-based and in-market colleagues) that serves as the first point of contact for all key events; non-standard requests; and escalations related to MEET services- Serve as the point of escalation for all service-related issues within The Americas- Design and implement strategy for tracking of healthcare professional (HCP) journey throughout end-to-end MEET processes- Work with MEET Operations Managers within The Americas to resolve customer service issues as needed- Exhibit a comprehensive knowledge of MEET policies, procedures, control, and systems- Ensure alignment with North Star principles of "speed to value, business impact, promote our services, and create capacity"- Present to global MEET leadership in partnership with MEET Regional Leads to discuss MEET strategy, data analytics, and change management roadmaps for The Americas- Set standards in partnership with Global Service Ambassador Lead and implement processes for issue escalation and key event activities such as extra business unit coordination & project management, event preparation and walkthrough, post-event feedback, venue selection, and customer care that will support the customer experience- Ability to present to executive leadership and manage relationships with regional stakeholders, including the global MEET Service Ambassador Lead- Ability to interact with external customers (healthcare professionals, healthcare organizations, patients) to resolve outstanding issues and understand emerging needs- Represent customer needs and comments to MEET Regional Lead as appropriate- Provide coaching and development for team members through structured processes and tools including individual development plans and talent development; ensure high colleague engagement and adoption of making Pfizer a great place to work- Utilize Pfizer, GBS and Sourcing & Enterprise Services (S&ES) available tools to continually improve the organizational capabilities of the team
BASIC QUALIFICATIONS- Highly customer
- and service-minded- Expertise in the technology landscape that supports MEET- Strong written and verbal communication skills enabling effective communication with all levels of management- Ability to lead and motivate others- Project management experience with change management and communications for regional organizations- Ability to lead a diverse team and influence leaders- Strong data analysis skills and strong financial expertise managing large budgets- Strong analytical thinking and problem-solving skills- Ability to work under pressure and handle several projects at once-