Workplace Experience Lead, PX, GWE
Pfizer Inc.
Washington – Bothell, NY
Job posting number: #7264625 (Ref:pf-4916434)
Posted: July 20, 2024
Job Description
ROLE SUMMARY
The Workplace Experience Lead is focused on providing an enabling and engaging work environment for Pfizer colleagues to do their best work. It will provide thoughtful solutions for office/lab services for a research and development environment. It will be important for this role to understand the unique needs of the Research Functions (through both experience and partnership), along with industry trends and best practices, for delivering continuously improving, and comprehensive workplace services.
The role will leverage technology and industry best practices in the delivery of quality self-performing and service provider services for a variety of facilities management services including but not limited to
Glass Wash, Import/Export of R&D samples, Workplace Community Manger services & Get Service, Conference Room management, on-Boarding of colleagues, management of churn moves, janitorial services, café, shipping & receiving, pest control, and new workplace services. These services are collectively known as “soft services”.
This role will deliver, improve, and promote WRDM customer experience solutions through effective management, oversight and coordination of Global Workplace Experience (GWE) and vendor delivered services. The role has financial accountability for a portion of the total Global Workplace Experience (GWE) annual budget for the Bothell, Washington site.
This role provides monthly key performance indicator (KPI) scoring to evaluate service provider performance as well as to perform site inspections to confirm established quality, safety and compliance performance meets Pfizer expectations.
ROLE RESPONSIBILITIES
Be the single point of contact for all WRDM customer ‘help’ inquiries to reduce search time, simplify access to service providers, provide service status, support service scheduling, directly resolve service issues when possible, all to improve the colleague work experience.
Oversee Integrated Facility Management (IFM) vendor service delivery as compared to current Scope of Work (SOW) outcome expectations to meet intent of contract, KPI’s and deliver customer experience requirements.
Hold monthly business reviews with all service providers in scope to evaluate KPI’s, customer feedback, continuous improvements, and accountability. Provide management report out as well as escalation support requests.
Meet with key WRDM customer contacts (at least quarterly) to survey satisfaction with current service levels, planning for new service needs and recommend changes to SOW or SLA outcomes as required.
Assures the accuracy of Tririga by effectively managing the link between service providers and system administrators for MAC and other colleague related data.
Partners with GWE Workplace Operations Lead and Finance partners to deliver accurate data base information for compliance or business-related reporting requirements.
Provide conference solutions including reservation & cancellation support, meeting help resource, review room usage data to optimize utilization, keep Resource Scheduler data current and provide user instruction as needed.
Assure professional audio visual (AV) services are provided to the site including development of video programs, town-halls, and site events.
Provide quality and compliance oversight (through self or consultancy) for soft services delivered (e.g. AAALAC, EHS or other compliance requirements).
Support all key issues with vendors (e.g., financials, SLA negotiations, performance and quality issues, issue resolution, contract re-negotiation, contract termination)
Lead Workplace Experience strategy, making every office/lab a great place to work.
Improve the overall employee experience by activating a new Workplace Experience spaces with innovative and creative amenities.
Adapt workplace to accommodate changing business model, site/company strategy, or internal/external events that shape the work environment.
Supports and assists with Digital tools to manage CAFM or other data analytics tools to support site operations.
Support administration of leases as defined in lease agreements where applicable.
Other related assignments as identified by GWE management as deemed appropriate.
BASIC QUALIFICATIONS
Bachelor’s degree in business operations, facilities management or a related field.
3 + years’ experience directly supporting facilities management, scientific labs and operations in a pharmaceutical industry or other related science-based organization.
Minimum of 5 years in a leadership role including budget, financial management, and services provisioning.
Experience in building Workplace teamperformance, focused on providing exceptional workplace experience, has passion for customer service.
Excellent skills in leading cross functional teams towards best in class, effective and efficient operational and services. Experience driving Continuous Improvement culture, program and practices.
Operational Excellence: Ability to develop, implement and continually improve programs, processes, standards, KPIs that support program and service delivery excellence.
Vendor Management: Ability to optimize outsourcing strategy, quality & cost of services.
Influence: Demonstrated experience to influence all levels of management and stakeholders in a site-based setting.
Be able to demonstrate excellent analytical and problem-solving skills.
Excellent social, project management and planning skills.
Possess excellent verbal and written communication skills.
Ability to organize/present information and make decisions.
Work independently with minimum supervision.
Understand needs of scientific customer base
Proficiency with the Microsoft Office Suite of computer programs
PREFERRED QUALIFICATIONS
Proven laboratory or vivarium customer relationship management skills including service delivery and proven problem-solving skills.
Meticulous attention to detail - someone who is on top of the numbers and can clearly articulate project statuses.
Positive relationship building, communication, and presentation skills.
Ability to thrive and flourish in a very dynamic and collaborative environment.
PHYSICAL/MENTAL REQUIREMENTS
Due to the nature of work assignments, incumbents must be able to perform detailed work on multiple, concurrent tasks, with frequent interruptions and under time constraints. On a daily basis, the position responsibilities may require the ability to stoop; to reach; to stand, to walk and sit for extended periods of time; to push and/or pull objects weighing up to 30 pounds; with reasonable accommodation; to use finger dexterity to operate a computer and other office equipment and hand strength to grasp objects; to perceive the attributes of objects by touch; to hear and verbally exchange ideas and information with colleagues and others on the phone and in the office; to see clearly from less than one foot to arm’s length with a good field of vision and to distinguish basic colors and shades of color. On a frequent basis, essential duties of the position may require the ability to climb stairs, climb ladders, to kneel and/or crouch to retrieve items.
NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS
Day shift with occasional after hours or weekend response for onsite support associated with facility incidents or excursions or planned shutdowns for maintenance and/or capital and expense project execution
Respond as required to the site in support of business continuity, emergency events, and off-shift schedules
Entry and work in laboratories, vivarium, mechanical/electrical rooms, central utility plants, maintenance shops, shipping and receiving and service corridors. While working in these areas, strict adherence to gowning procedures and personal protective equipment will be required as applicable.
General safety knowledge and awareness expected in office, laboratory, and manufacturing environment
OTHER INFORMATION
Work Location Assignment: On Premise
Last date to apply for job: August 1, 2024
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.
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.
