Director, Pfizer Patient Services (PPS) Enablement

About this role

Role Summary

The Pfizer Patient Services (PPS) Enablement Director serves as the operational architect of the U.S. Patient Services transformation. Reporting to the Vice President, PPS Enterprise Enablement, this leader translates the PPS strategy roadmap into disciplined execution across all of U.S. Patient Services — mobilizing the organization to deliver measurable patient and business outcomes, including faster time to dispense, reduced prescription abandonment, sustained adherence, and improved cost to serve.

This is as much an execution leadership role as it is a strategy role. The Director is the enterprise integrator for Patient Services ensuring it operates as a cohesive system to remove barriers to access and improve patient outcomes at scale. Success requires the ability to align diverse stakeholders, influence without direct authority, resolve competing priorities, and ensure consistent execution across the Business Units, Legal and Compliance, Finance, Digital, and external vendor partners. All solutions must be developed, maintained, and scaled in accordance with enterprise standards, compliance requirements, and strategic priorities.

Role Responsibilities

Strategic Roadmap Execution and Operating Cadence • Own and operationalize the PPS strategy roadmap and semester goals — evolving patient services strategy for priority brands, transforming the operating model, improving vendor ecosystem management, and delivering enterprise PS / Digital innovations and pilots — into executable priorities, operating plans, and measurable outcomes.  Responsible for all updates to PPS leadership team • Own the Patient Services Operating Plan process: design, tracking, leadership business reviews, and tie in to semester goal-setting throughout the organization, ensuring accountability from plan approval to outcome • Establish frameworks to prioritize investments across Patient Services access programs, including digital tools, and service models that advance • Responsible for financial optimization and investment transparency across Patient Services

Patient and Business Outcomes • Drive accountability for enterprise Patient Services outcomes — including paid fill rates, time to fill / time to therapy, prescription abandonment, program enrollment and utilization, patient and HCP satisfaction, and cost per patient — across the portfolio • Partner with Insights & Analytics to deliver consistent and impactful leadership scorecards, standardized monthly Patient Services performance reporting, and patient journey-centric insights that drive transparency, accountability, and action. Scorecards will be presented to Pfizer C-Suite • Own the KPIs and value measurement frameworks. Ensure clear KPIs and value measurement frameworks are defined, tracked, and used to inform decision-making and prioritization, holding cross-functional teams accountable for enterprise-wide goals • Own, establish and maintain baseline metrics for patient and HCP satisfaction with program delivery for key brands, and drive program improvements that measurably move them

Health Equity in Patient Services • Own, build and champion a health equity approach for U.S. Patient Services, ensuring programs are designed and operated to deliver equitable access, affordability, and support across all patient populations Pfizer serves • Embed equity considerations into program design standards and patient journey analytics — identifying where social determinants of health, geography, language, digital access, insurance status, or affordability create disparities in enrollment, time to therapy, or adherence — and drive interventions to close those gaps • Strengthen the reach and effectiveness of affordability offerings, including patient assistance and copay programs, for underserved and hard-to-reach patient communities, in partnership with the affordability, brand, and field teams • Establish equity-focused metrics and reporting within the Patient Services scorecard framework, so disparities are visible, measured, and owned • Partner with Business Units, Medical, Corporate Affairs, and external community and advocacy organizations to extend patient support to previously unreached patient populations, consistent with Pfizer's purpose: breakthroughs that change patients' lives

Vendor Ecosystem and External Services • Support enterprise vendor performance management across the hub, specialty pharmacy, and copay ecosystem — including owning PS Enterprise tracking of SLA achievement and correction for vendors, where applicable.  • Drive an enterprise approach to harvesting cost savings and win-win outcomes with strategic partners: optimizing contract terms, restructuring how vendor savings are captured, and installing standardized SLAs so vendors continually improve delivery productivity and quality

Collaboration, Culture, and Compliance • Serve as a trusted integration point between Patient Services and the Business Units, driving cross-functional alignment and pull-through of enterprise initiatives while strengthening the COE-based operating model, ways of working, and internal accountability • Foster a patient-centric, collaborative, and high-accountability culture, contributing to engagement, onboarding, and customer-listening initiatives (e.g., field rides, call center listen-ins) that keep colleagues connected to the patient experience • Ensure all patient services programs and operational activities comply with applicable laws, regulations, industry standards, and established business practice documents, flagging risks early and partnering with Legal and Compliance to maintain program integrity

BASIC QUALIFICATIONS

Candidate demonstrates a breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers, develop and coach others, oversee and guide the work of other colleagues to achieve meaningful outcomes and create business impact.

The successful candidate will be a b

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