Manager, PX, GWE, Soft Services & Hospitality Lead, Bothell

About this role

ROLE SUMMARY The Soft Services and Hospitality Leader is focused on providing an enabling and engaging work environment for Pfizer colleagues to do their best work. It will provide thoughtful solutions for clinical aseptic cGMP manufacturing, 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 aseptic cleaning, 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 Worldwide Research and Development Medicine (WRDM) customer experience solutions through effective management, oversight and coordination of Global Workplace Experience (GWE) and vendor partner delivered services. The role has financial accountability for a portion of the total Global Workplace Experience (GWE) annual budget soft services and hospitality budget for the Bothell Research 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 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 Work Experience (aka Workplace Community Manager services)

• 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

• Oversee and ensure the delivery of compliant cGxP aseptic cleaning

• 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 GWS Business Operations Lead to and 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. GxP, IATA, DOT, Dangerous Goods, EHS or other compliance requirements) • Support internal and external QA/Corp Audit & AHJ’s related to all aspects of soft services as needed to assure compliance • 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 • Other related assignments as identified by GWS management as deemed appropriate

BASIC QUALIFICATIONS

• Bachelor's degree with 4 years of experience in pharmaceutical industry directly supporting facilities management, site operations, facility management, scientific labs and/or operations; OR as associate's degree with 8 years of experience; OR a high school diploma (or equivalent) and 10 years of relevant experience • Experience in building Workplace team performance, 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 • 5-10 years’ experience in serving Facilities, cGxP laboratory, or pilo

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