Manager, CX Adoption

What You Will Achieve

The Manager, CX Adoption sits in the Adoption group within Customer Experience & Adoption, which exists to close the gap between capability built and practice adopted across Pfizer's internal AI platforms, used by roughly 80,000 colleagues. The role delivers adoption work across the full cycle: from the first beta or pilot, through launch and the campaigns that follow, to the training and community work that turns first use into habit. Betas and pilots are the main focus; once a platform is live, the same hands-on support continues through the rest of the cycle. Throughout, the unit of work is a group of colleagues rather than an individual: pilot cohorts, business units, functional teams and communities of practice that adopt together and keep each other going.

Working within the strategy and program design set by the Adoption Lead and the discipline Leads (messaging and activation, analytics and insights, training and gamification, advocacy and community), the Manager runs each beta or pilot from recruitment through close-out, then carries what was learned into the launch plan and the Embed-stage work that follows. The role recommends; the Adoption Lead and Product decide.

This is a hands-on execution role that works across all four adoption disciplines rather than owning any one of them. The Manager drafts, builds, tests and measures directly, applying the Adoption group's established methods, its funnel (Attract, Ignite, Embed) and its anchor metrics: 30-day active use and the share of colleagues who would be very disappointed if a platform went away.

How You Will Achieve It

Beta and pilot delivery (primary focus)

• Run each beta or pilot end to end once the Adoption Lead and Product have set its scope and success criteria: cohort recruitment and onboarding, mission protocol, participant guide, comms cadence and close-out.

• Keep the cohort engaged for the length of the program: run the kickoff and check-in sessions, create the shared channel where participants compare notes, spot drop-off early and intervene before it spreads, and raise blockers to Product while there is still time to fix them.

• Capture participant behavior and feedback across platform data, surveys and sessions, and deliver a plain-language readout with a recommendation on what to fix, what to keep and whether the platform is ready for wider release.

• Maintain the group's beta and pilot playbook (templates, timelines, checklists) and improve it after every program so each new one starts from the last.

Launch and activation (Attract and Ignite)

• Carry beta and pilot learnings into the launch plan: the messages that landed, the stalls to design around and the colleague stories worth telling.

• Deliver assigned launch and campaign workstreams led by the Messaging and Activation Lead: draft colleague-facing messages, Teams posts and in-product prompts within the positioning and messaging guidelines set by Comms and Product, tailor them to the business units and teams being activated, and test hooks, timing and format.

• Track colleague exposure across the eight platforms, flag where betas, launches and campaigns would collide, and recommend sequencing to the Adoption Lead.

Sustained use (Embed)

• Produce short-form learning assets (quick-start guides, walkthroughs, mission-style challenges) that move colleagues from first use to habit, and measure them by behavior change in the product rather than completion.

• Run post-launch follow-through on assigned platforms at the team level: team onboarding sessions, use-case spotlights from inside the group, re-engagement of colleagues who tried once and stopped, and nudges timed to the moments a team is most likely to form a habit.

Measurement and insight

• Feed the group's adoption metrics from every program this role runs: participation, activation, 30-day active use and sentiment for each cohort, business unit and team, reported on the cadence the Analytics & Insights Lead sets so the picture is never out of date.

• Use those metrics to choose the next action: read where a cohort or team is stalling in the funnel and adjust the program while it is running, whether that means a new mission, a different message, a team session or a direct follow-up with the people who stopped.

Advocacy and community

• Help recruit, onboard and maintain the Enterprise Colleague Advisory Community panel as the primary source of beta and pilot participants, keeping it representative across business units and within contact caps so colleagues are not over-asked.

• Help build and run the communities of practice and champion groups that keep adoption going after launch: recurring sessions, shared channels and peer-to-peer problem solving, in coordination with the Experiences, Engagement and Enablement team so in-person events connect to live programs.

• Collect colleague stories, quotes and use cases from these groups for comms, training and leadership materials.

Here Is What You Need (Basic Requirements)

• Applicant must have a bachelor's degree with at least 4 years of experience; OR a master's degree with at least 2 years of experience; OR a PhD with 0+ years of experience; OR an associate's degree with at least 8 years of experience; OR a high school diploma, or equivalent, with at least 10 years of relevant experience.

• Relevant experience is in product adoption, internal communications, change management, digital learning, program coordination or a related field.
  Experience delivering pilots, betas, early-access or cross-functional programs end to end within a defined plan, from participant recruitment through measurement and close-out, and carrying the results into a wider launch.

• Experience engaging groups of users or colleagues over time: facilitating sessions, running cohorts or communities, and keeping participation up across a program rather than a single event.

• Hands-on content production: able to write, build and ship participant and colleague-facing assets without an agency.

• Working fluency with usage and engagement data: able to read a funnel, build a simple dashboard view and explain what it means to non-analysts.

• Clear, plain written and spoken English; able to present findings and recommendations to managers and directors.

• Able to manage several concurrent workstreams and reprioritize as program timelines change.

• Daily user of generative AI tools in own work.

Bonus Points If You Have (Preferred Requirements)

• Ran a beta, early-access or pilot program for an enterprise software or AI product, including participant recruitment, mission or task design, and analysis of what participants actually did in the product.

• Experience driving adoption of enterprise AI tools (for example Microsoft Copilot, ChatGPT Enterprise or Claude) inside a large, matrixed organization, with evidence of what moved usage.

• Experience recruiting and maintaining a research or advisory panel, champion network or community of practice: keeping it representative, managing contact frequency and sustaining participation over time.

• Applied knowledge of behavioral science or lifecycle marketing as it relates to habit formation: onboarding sequences, triggers, nudges and re-engagement of lapsed users.

• Comfort building lightweight tools, trackers or prototypes with AI-assisted development to support program delivery.

• Pharmaceutical or other regulated-industry experience.

Standard office-based or remote knowledge work. Ability to manage several concurrent workstreams and shift priorities as launch timelines change.

Occasional travel (approximately 10%) for colleague events and team working sessions. Occasional early or late calls to support colleagues across US and international time zones.

Work Location Assignment: Hybrid

Last Date To Apply: November 24, 2026

The annual base salary for this position ranges from $99,200.00 to $165,400.00.* In addition, this position is eligible for participation in Pfizer’s Global Performance Plan with a bonus target of 12.5% of the base salary and eligibility to participate in our share based long term incentive program. We offer comprehensive and generous benefits and programs to help our colleagues lead healthy lives and to support each of life’s moments. Benefits offered include a 401(k) plan with Pfizer Matching Contributions and an additional Pfizer Retirement Savings Contribution, paid vacation, holiday and personal days, paid caregiver/parental and medical leave, and health benefits to include medical, prescription drug, dental and vision coverage. Learn more at Pfizer Candidate Site – U.S. Benefits | (uscandidates.mypfizerbenefits.com). Pfizer compensation structures and benefit packages are aligned based on the location of hire. The United States salary range provided does not apply to Tampa, FL or any location outside of the United States.* The annual base salary for this position in Tampa, FL ranges from $89,400.00 to $149,000.00.This role is posted in multiple locations. If you are applying for the role in an secondary job posting location where pay transparency regulations apply, your Talent Advisor will share the local pay information with you during the first interview.

Relocation assistance may be available based on business needs and/or eligibility.

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EEO & Employment Eligibility

Pfizer is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. Pfizer also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. Pfizer is an E-Verify employer. This position requires permanent work authorization in the United States.

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