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

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 Manager 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 optimise utilisation, 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 programmes, 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 optimise 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 organise/present information and make decisions; Work independently with minimum supervision; Understand needs of scientific customer base; Proficiency with the Microsoft Office Suite of computer programmes. PREFERRED QUALIFICATIONS 5-10 years’ experience in serving Facilities, cGxP laboratory, or pilot plant, or clinical setting; Proven GxP biotech customer relationship management skills including service delivery and proven problem-solving skills; Meticulous attention to detail – someone who is on top of the numbers and can clearly articulate project statuses; Positive relationship building, communication, and presentation skills; Ability to thrive and flourish in a very dynamic and collaborative environment. PHYSICAL/MENTAL REQUIREMENTS Due to the nature of work assignments, candidate must be able to perform detailed work on multiple, concurrent tasks, with frequent interruptions and under time constraints. On a daily basis, the position responsibilities may require the ability to stoop; to reach; to stand, to walk the site for extended periods of time; to push and/or pull objects weighing up to 30 pounds; to lift and carry objects weighing up to 15 pounds; to use finger dexterity to operate a computer and other office equipment and hand strength to grasp objects; to perceive the attributes of objects by touch; to hear and verbally exchange ideas and information with colleagues and others on the phone and in the office; to see clearly from less than one foot to arm’s length with a good field of vision and to distinguish basic colours and shades of colour. On a frequent basis, essential duties of the position may require the ability to climb stairs, to kneel and/or crouch to retrieve items. NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS Day shift with occasional after hours or weekend response required. Periodic travel may be required in support of Global Operations business needs. Respond to the site in support of business continuity, emergency response and off-shift schedules periodically. Entry and work in laboratory spaces, GxP manufacturing space, services areas such as, shipping and receiving, service corridors with adherence to personal protective equipment practices and procedures as well as GxP procedures. Work Location Assignment On Premise Last Date to Apply for Job 9/15/2026 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 programmes 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 – 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. Relocation assistance may be available based on business needs and/or eligibility. Candidates must be authorised to be employed in the United States 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. Sunshine Act Pfizer reports payments and other transfers of value to health care providers as required by federal and state transparency laws and implementing regulations. These laws and regulations require Pfizer to provide government agencies with information such as a health care provider’s name, address and the type of payments or other value received, generally for public disclosure. Subject to further legal review and statutory or regulatory clarification, which Pfizer intends to pursue, reimbursement of recruiting expenses for licensed physicians may constitute a reportable transfer of value under the federal transparency law commonly known as the Sunshine Act. Therefore, if you are a licensed physician who incurs recruiting expenses as a result of interviewing with Pfizer that we pay or reimburse, your name, address and the amount of payments made currently will be reported to the government. If you have questions regarding this matter, please do not hesitate to contact your Talent Acquisition representative. 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, colour, 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 non-discrimination in employment as well as work authorisation and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. Pfizer is an E-Verify employer. This position requires permanent work authorisation in the United States. Pfizer endeavours to make accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process and/or interviewing, please email View email address on click.appcast.io. This is to be used solely for accommodation requests with respect to the accessibility of our website, online application process and/or interviewing. Requests for any other reason will not be returned. To learn more about acceptable and prohibited uses of AI during the recruitment process, please review our candidate AI-use guidelines available on Pfizer Careers. Global Operations Pfizer careers are like no other. In our culture of individual ownership, we believe in our ability to improve future healthcare, and potential to transform millions of lives. We’re looking for new talent to join our global community, to unearth new innovative therapies that make the world a healthier place. #J-18808-Ljbffr Pfizer