Product Owner – Manager

Use Your Power for Purpose

The Product Owner is a functional SME within Pfizer's U.S. Patient Support Services (PSS) organization. This role closely with delivery PODs to bring functional expertise in specific disease area related to patient services process, provides and supports all key initiatives, small projects and operational excellence.

The Product Owner will play a vital role in realizing strategy, roadmap and execution of key capabilities that align with assigned disease area, while ensuring enterprise vision. In this role, they require cross-functional collaboration with product owners and development teams to develop and support a product.

What You Will Achieve

• Lead end‑to‑end project delivery, ensuring alignment with business priorities, resourcing plans, and organizational strategy.
• Define project scope, success metrics, timelines, and deliverables using consistent and scalable project management frameworks.
• Facilitate planning sessions, sprint cycles, status reviews, and stakeholder touchpoints to maintain visibility and momentum.
• Identify, manage, and resolve project risks, dependencies, and issues, escalating when necessary for rapid resolution.
• Coordinate cross‑functional contributors including business SMEs, technical teams, and vendor partners to ensure cohesive execution.
• Communicates project progress, risks, and impacts clearly to stakeholders at all levels, adapting messaging to technical and non‑technical audiences.
• Maintain governance documentation, project artifacts, and reporting to support transparency and compliance.
• Promote continuous improvement by evaluating project outcomes and integrating learnings into future work.
• Demonstrated success delivering projects using Agile, Waterfall, or hybrid methodologies.
• Strong skills in project planning, risk management, stakeholder management, and execution oversight.
• Ability to translate complex concepts into actionable plans understandable across diverse groups.
• Experience collaborating with cross‑functional business partners and external vendors.
• Proficiency in Microsoft Office tools.
• Strong communication skills.
• Translate business requirements into scalable Salesforce configuration solutions, including personas, visibility models, record types, page layouts, and flows.
• Define and enforce configuration standards to maintain consistency and quality across all CRM components.
• Champion the voice of the customer in all configuration decisions, ensuring solutions deliver exceptional usability and business value.
• Collaborate closely with Business Analysts, Admins, and Development teams to plan and execute sprints that meet delivery timelines and quality expectations.
• Maintain governance and prioritization frameworks, enabling transparent decision-making and effective resource allocation.
• Review functional and technical designs to confirm usability, scalability, and alignment with business objectives.
• Actively participate in program governance, communicating goals, progress, and impact to stakeholders at all levels.

Functional Expertise

• Be a functional expert in patient services process for an assigned disease area, to ensure business problem and define acceptance criteria are well documented for development teams

• Document and maintain functional documentation, business process flows, data flow diagrams, review of JIRA stories, acceptance criteria. Etc.

• Perform business impact assessment to help prioritize critical capabilities, and define good testing scenarios before deployment

• Partner with change lead to create change management, training and communication plan for large enhancements, projects etc.

• Be functional expert to create and provide end user training for the system, for a specific project or larger change.

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Technology Delivery & Operations

• Be part of the delivery POD to ensure timely resolution of business questions, development of UAT scenarios, and functional expert across patient support platforms – Polaris, PSSP, AWS, NICE InConnect and other peripheral systems

• Ensure solutions are delivered are aligned with business requirements and enhancing Pfizer’s capability in patient services

• Write JIRA stories with clear definition of problem, acceptance criteria.

• Maintain training material and train power users on CRM capabilities.

Here Is What You Need (Minimum Requirements)

• Applicants must have a bachelor’s degree with 4+ years of relevant experience OR a master’s degree with 2+ years of relevant experience OR PhD OR an associate's degree woth 8+ years relevant experience OR a High School Diploma with 10+ years of relevant experience.

• Functional experience patient services domain with good process knowledge.

• Expertise in modern technology platforms including Salesforce, IVR workflow, data models and AI

• Proven experience of running patient services operations and platform operations to support

• Strong program/project management and SDLC experience.

• Experience in working teams with multiple time zones e.g.: Greece, India, etc.

Competencies

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