Work Location Assignment

Mexico City, Mexico. Must be able to work from assigned Pfizer office 3 days per week, or as needed by the business.

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 global service delivery.

Responsibilities

- Drive, implement, and fulfil process excellence initiatives for in-scope services, including standardization, optimization, and automation.
- Cooperate with key stakeholders on general 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 Delivery Ensure 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 opportunities.
- Coordinate with PE lead and Process SMEs to operationalize new transitions and intended process changes.
- Responsible for operational readiness for transitions of new services and expansions.
- Adapts global standards shared by SMEs to fit team context.
- Cooperate with Process SMEs with challenging market requests or issue escalations as needed.

Must Have
- Proven knowledge and hands-on experience in Incentive Compensation is mandatory.
- In addition, candidates must demonstrate experience in at least one of the following two areas:
- Sales Force Management / CRM support for sales teams or Medical Samples Management
- Fluency in written and spoken English is required.
- Fluency in written and spoken Spanish is required.

Basic Qualifications
- Bachelor's degree
- Min 5 years of experience
- Global Operations service delivery CFCD,



Incentives, Multichannel Marketing, Samples, shared service delivery or sales operations
- Proven high-quality delivery on assigned services and process improvement
- Business acumen, full-service catalogue GOSC service catalogue, Ba U know-how and good understanding of delivery models
- Strong stakeholder management and communication skills across diverse geographies and cultures
- Strategic mindset and ability to identify and drive opportunities to optimize delivery and E2 E processes
- High level of independent and service-oriented working attitude
- Able to identify and drive process standardization & optimization
- Able to demonstrate strong analytical and quantitative skills
- Strong writing, presentation and influencing skills in English and Spanish
- Strong 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 excellence

Highly 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.

EEO (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, religi

📌 Subject Matter Expert, Global Operations Service Centre (México)
🏢 Pfizer
📍 México