# Subject Matter Expert

**Company**: Pfizer
**Location**: Mexico City
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Healthcare

**Apply**: https://pfizer.wd1.myworkdayjobs.com/en-US/PfizerCareers/job/Mexico---Mexico-City/Subject-Matter-Expert--Global-Operations-Service-Centre_4966507?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_172cfb8d-a07

## Description

We are seeking a Subject Matter Expert to join our Global Operations Services Centers (GOSC) organisation in Mexico City, Mexico. As a key role within GOSC, you will be accountable for the end-to-end delivery and performance of in-scope activities across assigned markets.

**Responsibilities:**

- Drive, implement, and fulfil process excellence initiatives for in-scope services, including standardization, optimization, and automation.

- Cooperate with key stakeholders on global 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 projects, 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.

**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.

**Requirements:**

- Proven knowledge and hands-on experience in Incentive Compensation is mandatory.

- Experience in at least one of the following areas: Sales Force Management / CRM support for sales teams or Medical Samples Management.

- Fluency in written and spoken English and Spanish.

**Basic Qualifications:**

- Bachelor's degree.

- Min 5 years of experience in Global Operations service delivery.

- Deep operational experience working within GOSC or other shared service centre.

- Proven high-quality delivery on assigned services and process improvement.

- Business acumen, full-service catalogue GOSC service catalogue, BaU 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 E2E 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.

## Skills

### Required
- Incentive Compensation
- Sales Force Management
- CRM support
- Medical Samples Management
- English
- Spanish

### Nice to have
- Master's degree
- Scrum Master
- Agile Practitioner
- Product Owner
- Generative AI
- automation solutions
- Microsoft Copilot
- Power Platform
- Power BI

---

Source: [Apply at pfizer.wd1.myworkdayjobs.com](https://pfizer.wd1.myworkdayjobs.com/en-US/PfizerCareers/job/Mexico---Mexico-City/Subject-Matter-Expert--Global-Operations-Service-Centre_4966507?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)