MAPS/Tier 2 Adoption & Experience Lead, Director
Job Description
Role Summary
The Market Access & Patient Services / Tier 2 Adoption & Experience Lead is a Director-level role within Pfizer’s AIA Strategy & Operations function, sitting within the Change Deployment & Adoption team reporting to the Change Deployment & Adoption Lead.
This role is the dedicated change, adoption, and training owner for all AI-led initiatives impacting Global Account and Tier 2 field audiences. The segments represent a critical and distinctive commercial population – operating with complex account structures, multi-stakeholder selling environments, and high expectations for precision in how tools and processes are deployed. This leader ensures that every AI capability introduced to these audiences is adopted with speed, confidence, and measurable impact. Leveraging AI to develop templatized approaches where possible; creating less need for reinvention and manual work to drive scalability.
The role owns the full lifecycle of change and adoption for this audience segment: from strategy and stakeholder engagement through to training design, deployment, measurement, and continuous improvement – all grounded in a deep understanding of how Market Access & Patient Services and Tier 2 field colleagues actually work.
Key Responsibilities
1. Market Access & Patient Services / Tier 2 Change Strategy & Deployment
- Define and own the change management and adoption strategy for all AI-led initiatives impacting Market Access & Patient Services and Tier 2 field audiences, aligned to the enterprise AI Adoption framework led by the Change Deployment & Adoption Lead
- Develop comprehensive change management and communication plans that ensure clarity of understanding across all Market Access & Patient Services and Tier 2 stakeholders in relation to AI-led changes to processes, systems, and ways of working
- Tailor the overarching AI Adoption framework to reflect the unique needs, workflows, account structures, and priorities of the Market Access & Patient Services and Tier 2 audience segments
- Develop standard change management and communication approaches to engage all necessary stakeholders within Market Access & Patient Services and Tier 2 to successfully roll out new tools, processes, and changes to existing ways of working
- Determine optimal ways to engage Market Access & Patient Services and Tier 2 field leadership to role model and champion new AI-led initiatives
- Proactively identify acute and/or systemic change management and communication issues within the Market Access & Patient Services/Tier 2 segment and manage effectively to resolution
- Feed change signals, adoption barriers, and lessons learned back to the Change Deployment & Adoption Lead to inform enterprise-wide strategy improvement
2. Stakeholder Engagement & Activation
- Build and maintain deep, trusted relationships with Market Access & Patient Services and Tier 2 leadership, operations leads, and BU TA Leads to understand audience-specific readiness, concerns, and priorities
- Orchestrate closely with AI product owners to ensure activation engagements for Market Access & Patient Services/Tier 2 are aligned to product capabilities, roadmap timing, and launch readiness
- Partner with Commercial AIA Lead and BU TA Leads to obtain ongoing feedback on AI program performance from a Market Access & Patient Services/Tier 2 perspective and channel insights back to product teams
- Design and execute stakeholder engagement approaches that build awareness, willingness, and capability to adopt AI tools within the Market Access & Patient Services and Tier 2 populations
- Identify and develop Market Access & Patient Services/Tier 2 change champions at field leadership and regional levels to amplify adoption efforts across geographies
- Represent Market Access & Patient Services and Tier 2 audience needs in cross-functional forums, ensuring segment-specific considerations are incorporated into AI product design and rollout planning
3. End-to-End Project Planning & Execution
- Create and maintain the end-to-end project plan for each AI-led initiative impacting Market Access & Patient Services and Tier 2 audiences, covering scope, milestones, owners, dependencies, and success criteria
- Track project plans to ensure deliverables and milestones are delivered to schedule; proactively escalate risks and develop mitigation plans
- Identify and manage program interdependencies across the AI portfolio that affect Market Access & Patient Services/Tier 2 audiences, coordinating with other Adoption & Experience Leads to align sequencing
- Manage multiple concurrent programs and product launches, maintaining execution quality and timeline discipline across all
4. Training Creation & Deployment
- Design and implement training programs to support adoption of AI-led tools and processes, tailored specifically to the needs, workflows, and account management responsibilities of Market Access & Patient Services and Tier 2 field colleagues
- Own the end-to-end development of training content for each AI product relevant to this audience – including e-learning modules, live facilitated sessions, job aids, quick reference guides, videos, FAQs, and embedded workflow tools
- Create and maintain user-friendly training materials that support onboarding to new AI tools and ongoing engagement as products evolve
- Establish a training content lifecycle process for Market Access & Patient Services/Tier 2 materials – including version control, refresh triggers tied to product updates, and retirement of outdated content
- Coordinate training delivery across Market Access & Patient Services and Tier 2 geographies and territories, leveraging virtual and in-person formats to maximize reach and effectiveness
- Ensure training delivery is sequenced and coordinated with product launches, capability releases, and field activation milestones
- Partner with the Content Adoption & Experience Lead to align on shared training assets and avoid duplication where audience overlap exists
- Manage any external vendors or staff aug resources contributing to Market Access & Patient Services/Tier 2 training content, ensuring quality, consistency, and on-time delivery
5. Adoption Measurement & Continuous Improvement
- Define and track adoption and training effectiveness metrics specific to Market Access & Patient Services and Tier 2 audiences (e.g., tool activation rates, training completion, proficiency assessments, post-training adoption lift, field feedback scores)
- Monitor adoption metrics and training feedback on an ongoing basis, using insights to refine content, adjust deployment approaches, and improve the user experience
- Translate data into actionable recommendations that continuously improve activation quality and demonstrate measurable business impact for the Market Access & Patient Services/Tier 2 segment
- Report adoption progress, risks, and insights to the Change Deployment & Adoption Lead on a regular cadence, contributing to enterprise-level reporting
- Systematically capture lessons learned from each program and use them to improve the next launch within the segment
6. Cross-Functional Collaboration & Enterprise Connectivity
- Serve as the subject matter expert on Market Access & Patient Services and Tier 2 audience dynamics within the AIA Change & Adoption team
- Collaborate with peer Adoption & Experience Leads (Field, Marketing, Content) to share best practices, align on shared tools, and maintain consistency in the stakeholder experience across segments
- Contribute change signals and adoption insights from the Market Access & Patient Services/Tier 2 segment to the enterprise adoption framework, helping each program make the next one smarter
- Support the Change Deployment & Adoption Lead in enterprise-level stakeholder reporting, strategy planning, and Rhythm of Business activities
Basic Qualifications
- BS/BA required with 8+ years of commercial industry experience or equivalent, with at least 3 years in change management, adoption, training, or organizational transformation roles
- Demonstrates use of AI as first approach
- Demonstrated experience developing change management and communication plans for commercial field audiences in a large matrixed organization
- Strong understanding of commercial operations
- Experience designing and deploying training programs for field-based commercial audiences
- Demonstrated ability to manage multiple concurrent programs to schedule in a fast-paced, matrixed environment
- Strong stakeholder management and communication skills; ability to engage and influence without direct authority
- Experience working cross-functionally across Commercial, Digital, and Operations teams
Preferred Qualifications
- MBA or advanced degree preferred
- Experience working within or alongside Market Access & Patient Services or Global Account Management functions in a biopharma context
- Prosci ADKAR, Kotter, or equivalent change management certification
- Experience with AI or digital tool adoption programs at commercial field scale
- Familiarity with LMS platforms (e.g., Workday Learning) and e-learning development tools
- Operations certificate in Lean Management, Six Sigma, or Business Process Management a plus
- Track record of strong project management and stakeholder networking across organizational verticals
- 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.
OTHER JOB DETAILS:
Last Day to Apply: June 25, 2026
Work Location Assignment: Hybrid, 2-3 days onsite/week US Commercial Pfizer site (per Pfizer’s Log in for Your Day Policy)
Eligible for employee referral bonus
Relocation assistance may be available based on business needs and/or eligibility.
Candidates must be authorized to be employed in the U.S. by any employer.
U.S. work visa sponsorship (such as TN, O-1, H-1B, etc.) is not available for this role now or in the future.
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