The Subject Matter Expert is a key role within the Global Operations Services Centers (GOSC) organization, accountable for the end‑to‑end delivery and performance of in-scope activities across assigned markets (Delivery SME). Act as the Subject Matter Expert and primary point of contact for GOSC, ensuring high‑quality, reliable data services that support commercial and marketing operational activities such as reporting, sales force enablement, e‑permissions, and incentive calculation. The Delivery SME will drive the implementation and sustainment of service delivery model enabling scalable, compliant, and efficient general service delivery.Responsibilities:Drive, implement, and fulfil process excellence initiatives for in‑scope services, including standardization, optimization, and automation.Cooperate with key stakeholders on global standardization, optimization, and automation initiatives across Global Operations.Ensure desktop procedures and process documentation for data and transactional processes are accurate, complete, and kept up to date.Act as SPOC for global project, lead the transformation on behalf of GOSC LT.Lead and support service transitions, including onboarding of new services and geographical expansions.Ensure effective knowledge transfer and service readiness during transitions and change initiatives.Delivery SME - Service DeliveryEnsure timely and successful delivery of both insourced and outsourced activities, following SLAs, guidelines, and timelines.Engage with selected countries for all in‑scope services in collaboration with GOSC Delivery lead.Propose and deliver solutions to operational, data,



or service‑related issues; support complex market requests and escalations as needed.Act as point of contact for vendor delivery related to services in scope.Monitor team & vendor performance, ensure KPIs are met, and track worklogs in the workflow management tool.Manage capacity and demand, in collaboration with delivery lead, highlighting risks and opportunitiesCoordinate with PE lead and Process SMEs to operationalize new transitions and intended process changesResponsible for operational readiness for transitions of new services and expansions.Adapts global standards shared by SMEs to fit team contextCooperate with Process SMEs with challenging market requests or issue escalations as neededBasic Qualifications:Bachelor's degree Min 5 years of experience Global Operations service delivery CFCD, Incentives, Multichannel Marketing, Samples, shared service delivery or sales operationsDeep operational experience working within GOSC or other shared service centreProven high-quality delivery on assigned services and process improvementBusiness acumen, full-service catalogue GOSC service catalogue,



BaU know-how and good understanding of delivery modelsStrong stakeholder management and communication skills across diverse geographies and culturesStrategic mindset and ability to identify and drive opportunities to optimize delivery and E2E processesHigh level of independent and service-oriented working attitudeAble to identify and drive process standardization & optimizationAble to demonstrate strong analytical and quantitative skillsStrong writing, presentation and influencing skills in English and SpanishStrong team player with a proven ability to collaborate across functions, build trust with stakeholders, and contribute to high-performing teams while fostering accountability, continuous improvement, and operational excellenceHighly Preferred Qualifications Master's degree (MBA, Operations Management, TI, Data Analytics, Digital Transformation, or equivalent).Scrum Master, Agile Practitioner, Product Owner, or equivalent certification.Experience leveraging Generative AI and automation solutions (e.G., Microsoft Copilot, Power Platform, Power BI) to improve operational performance and service delivery. Work Location Assignment: HybridEEO (Equal Employment Opportunity) & 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, or disability.To learn more about acceptable and prohibited uses of AI during the recruitment process, please review our candidate AI-use guidelines available on Pfizer Careers.Support Services

📌 Subject Matter Expert, Global Operations Service Center (Ciudad de México)
🏢 Pfizer
📍 Ciudad de México