Customer Operations Lead, Experience & Compliance, IDM/EM & China
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Posted: 10/21/2026Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading customer experience transformation and order-to-cash processes within highly regulated industries, leveraging strong analytical skills and strategic thinking to drive innovation and process standardization. Proven ability to manage large teams and engage with senior stakeholders while ensuring compliance and governance across multiple markets.
Highest-signal resume keywords
Order-To-Cash ExpertiseCustomer Experience TransformationSAP S/4HANA ProficiencySenior Stakeholder ManagementRegulatory Compliance Oversight
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Lead Pfizer's Global Customer Service Transformation and define the future-state customer service operating model, ambition and multi-year roadmap
- Drive innovation through new service models, digital channels, AI/human-in-the-loop teams and intelligent automation
- Establish global process standardization, service standards, tooling and ways of working
- Define and launch Pfizer's Customer Service strategy across Commercial, Supply Chain, Finance, GBS, Digital/IT and market leadership
- Own the EM and China Customer Experience and Order-to-Cash transformation agenda
- Lead top-tier engagement with governments, public-sector bodies, C-suite executives, strategic customers and large wholesalers
- Define service and engagement models for priority first paying customer segments
- Define channel strategy for new product launches, including customer segmentation, distribution, trade terms, inventory positioning and service levels
- Design and govern inventory management programs and channel incentive structures
- Own end-to-end CX and Order Processing process architecture and governance across EMEA
- Own EM and China order processing performance, including order entry, exception handling, EDI/interface resolution and order-to-delivery cycle time
- Establish back-order tracking and governance and define escalation models
- Set and monitor SLAs, KPIs and quality metrics for order processing
- Develop differentiated customer experience strategies for wholesalers, distributors, direct accounts, clinics, teaching hospitals and national pharmacy unions
- Own order processing and CX technology roadmap including SAP S/4HANA, Service Cloud, PRIME and Conexiom
- Sponsor automation and digital-agent deployments and use analytics to identify root causes and improvement opportunities
- Own global customer service and CX compliance, risk register, monitoring, audit readiness and regulatory oversight
- Govern CAPAs and report audit findings, risks and remediation progress
- Lead and develop a regional network of Customer Experience Cluster Leads, Order Processing teams and compliance leads across EM and China
- Represent Customer Operations in global governance forums and partner with Compliance, Risk, Logistics, Quality, Commercial, Finance, Digital/IT, GBS and Transformation teams
- Deputize for senior CX leadership as required
Requirements
What you’ll need- Bachelor's degree with at least 12 years of progressive experience in order-to-cash, customer experience, customer operations or supply chain, including significant experience within the pharmaceutical, healthcare or another highly regulated industry; OR master's degree with at least 10+ years of experience; OR PhD with 7+ years of experience
- Significant senior leadership experience managing large, geographically distributed teams of 100+ colleagues or equivalent scale across multiple markets
- Track record leading large-scale business transformation, process redesign or technology-enabled change in order management, customer experience or customer operations
- Experience engaging and influencing government officials and C-suite executives
- Experience building strategic relationships with large wholesalers and institutional customers
- Deep expertise in Order-to-Cash processes and compliance, including BOH and RQA or equivalent audit frameworks
- Ability to build process architecture and governance from the ground up in ambiguous environments
- Experience defining trade channel and go-to-market strategy for new product launches in pharmaceuticals or a comparably regulated industry
- Strong track record coaching and developing senior individual contributors and people leaders
- Exceptional senior stakeholder management and executive communication skills
- Strong analytical and strategic thinking skills
- Hands-on experience with SAP S/4HANA or ECC order management and sales and distribution modules
- Experience with SAP Service Cloud or equivalent CRM/case-management platform, Conexiom or equivalent order-automation/EDI tooling, PRIME and Qualtrics
- Working knowledge of AI-enabled automation, digital agents or intelligent process automation
- Master's/MBA in Business Administration, Supply Chain or related field preferred
- Experience designing or leading customer experience or order-to-cash operating models across multiple EMEA markets or regions preferred
- Prior accountability for regulatory or quality audit outcomes preferred
- Experience in a regional or global CX/transformation role within pharma, healthcare or comparably regulated FMCG preferred
- Fluent in English; additional European languages an advantage
- Flexibility to accommodate meetings and escalations across multiple time zones
- Periodic international travel required
- Must be authorized to be employed in the U.S. by any employer
- U.S. work visa sponsorship is not available now or in the future
- Requires permanent work authorization in the United States
Benefits
Comp & perks- Global Performance Plan bonus target of 22.5% of base salary
- Share-based long-term incentive program
- 401(k) plan with Pfizer Matching Contributions
- Additional Pfizer Retirement Savings Contribution
- Paid vacation, holiday and personal days
- Paid caregiver/parental and medical leave
- Medical, prescription drug, dental and vision coverage
- Relocation assistance may be available based on business needs and/or eligibility
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Order-To-Cash ProcessesProcess ArchitectureBusiness TransformationData AnalyticsStrategic Relationship BuildingTrade Channel StrategyGovernance FrameworksCustomer SegmentationInventory ManagementPerformance Metrics
Soft Skills
Executive CommunicationCoaching and DevelopmentAnalytical ThinkingInfluencing SkillsFlexibility
Tools & Technologies
SAP S/4HANASAP Service CloudConexiomPRIMEQualtricsAI-Enabled AutomationDigital AgentsEDI Tooling
Certifications & Qualifications
Bachelor's DegreeMaster's DegreeMBA in Business AdministrationSupply Chain Certification
Industry Keywords
Pharmaceutical IndustryHealthcareRegulated IndustryCustomer OperationsGlobal GovernanceCompliance StandardsQuality AuditsFMCG