Customer Operations Senior Manager
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 for maintaining appropriate 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 10th, 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.
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As a Customer Operations Senior Manager at Pfizer in New York City, you will play a crucial role in our U.S. Customer Operations Team, supporting various business units. Your mission will be to maintain optimal inventory levels for our customers, ensuring that patients have access to the medications they need. You will also manage the execution of various Distribution Service Agreement (DSA) contracts while handling vital EDI 852 and EDI 867 data sets. Utilizing your expertise in data warehouse applications and analytical tools like Tableau, you will drive our data-driven initiatives. Your collaborative efforts will see you liaising with customers, software vendors, and multiple internal departments including Customer Service, Finance, and Supply Chain. With independence in action and decision-making, your contributions will directly influence our business results and compliance with internal controls. Your responsibilities will include providing insights into EDI data, ensuring accurate master data maintenance, and managing complex contract metrics while facilitating technology and process improvements. With an exciting array of challenges to overcome, you'll find that every day brings a new opportunity to make an impact while working within a hybrid setting and enjoying great benefits, all while leading a team to success at one of the world’s top pharmaceutical companies.
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