Manager, CX Adoption

About the Role

The Manager, CX Adoption role is part of the Adoption group within Customer Experience & Adoption. This group aims to bridge the gap between built capabilities and adopted practices for Pfizer's internal AI platforms, used by approximately 80,000 colleagues. The role encompasses the entire adoption lifecycle, from initial beta or pilot phases through launch, subsequent campaigns, and ongoing training and community initiatives. The primary focus is on betas and pilots, with continued hands-on support after platform launch. Work units involve groups of colleagues (e.g., pilot cohorts, business units, functional teams) rather than individuals. This is an execution-focused role that operates across all four adoption disciplines: messaging and activation, analytics and insights, training and gamification, and advocacy and community. The Manager drafts, builds, tests, and measures directly, utilizing the Adoption group's established methods, its funnel (Attract, Ignite, Embed), and key metrics such as 30-day active use and the percentage of colleagues who would be very disappointed if a platform were to disappear.

Key Responsibilities

• Beta and Pilot Delivery (primary focus)

• Manage betas and pilots end-to-end after scope and success criteria are defined by the Adoption Lead and Product. This includes cohort recruitment and onboarding, mission protocol, participant guides, communication cadence, and close-out.

• Maintain cohort engagement throughout the program by running kickoff and check-in sessions, facilitating shared channels for participant interaction, identifying and intervening in early drop-offs, and escalating blockers to Product.

• Capture participant behavior and feedback from platform data, surveys, and sessions. Deliver clear, plain-language readouts with recommendations on improvements and readiness for wider release.

• Maintain and improve the beta and pilot playbook, incorporating lessons learned after each program.

• Launch and Activation (Attract and Ignite)

• Incorporate beta and pilot learnings into launch plans, identifying effective messages, potential challenges, and valuable colleague stories.

• Execute assigned launch and campaign workstreams led by the Messaging and Activation Lead, including drafting colleague-facing messages, Teams posts, and in-product prompts aligned with positioning and messaging guidelines. Tailor content for specific business units and teams, and test hooks, timing, and formats.

• Monitor colleague exposure across platforms, identify potential conflicts between betas, launches, and campaigns, and recommend sequencing strategies to the Adoption Lead.

• Sustained Use (Embed)

• Produce short-form learning assets (e.g., quick-start guides, walkthroughs, mission-style challenges) to encourage habit formation and measure their impact through product behavior changes.

• Conduct post-launch follow-through at the team level, including team onboarding sessions, use-case spotlights, re-engagement of inactive users, and timely nudges to support habit formation.

• Measurement and Insight

• Contribute adoption metrics from all managed programs, including participation, activation, 30-day active use, and sentiment, reported according to the Analytics & Insights Lead's cadence.

• Analyze metrics to inform subsequent actions, identifying and addressing cohort or team stalling points within the funnel by adjusting the program (e.g., new missions, different messages, team sessions, direct follow-ups).

• Advocacy and Community

• Assist in recruiting, onboarding, and maintaining the Enterprise Colleague Advisory Community panel for beta and pilot participation, ensuring representation across business units and within contact limits.

• Help build and manage communities of practice and champion groups to sustain adoption post-launch through recurring sessions, shared channels, and peer-to-peer problem solving, in coordination with relevant teams.

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

Requirements & Tech Stack

• Basic Requirements:

• Bachelor's degree with at least 4 years of experience; OR Master's degree with at least 2 years of experience; OR PhD with 0+ years of experience; OR Associate's degree with at least 8 years of experience; OR High school diploma with at least 10 years of relevant experience.

• Relevant experience in product adoption, internal communications, change management, digital learning, or program coordination.

• Experience delivering pilots, betas, early-access, or cross-functional programs end-to-end, from recruitment through measurement and close-out, and integrating results into wider launches.

• Experience engaging groups of users or colleagues over time, including facilitating sessions, running cohorts or communities, and maintaining participation.

• Hands-on content production capabilities, able to write, build, and ship assets without an agency.

• Working fluency with usage and engagement data, including interpreting funnels, building simple dashboards, and explaining insights to non-analysts.

• Clear, plain written and spoken English, with the ability to present findings and recommendations to managers and directors.

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

• Daily user of generative AI tools in own work.

• Preferred Requirements:

• Experience running a beta, early-access, or pilot program for an enterprise software or AI product, including recruitment, mission design, and analysis of user product behavior.

• Experience driving adoption of enterprise AI tools (e.g., Microsoft Copilot, ChatGPT Enterprise, Claude) within a large, matrixed organization.

• Experience recruiting and maintaining a research or advisory panel, champion network, or community of practice, ensuring representation, managing contact frequency, and sustaining participation.

• Applied knowledge of behavioral science or lifecycle marketing related to habit formation (e.g., onboarding sequences, triggers, nudges, re-engagement).

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

• Experience in the pharmaceutical or other regulated industry.

• 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

Additional Information

• The annual base salary for this position ranges from $99,200.00 to $165,400.00.
• 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 for the long-term incentive program.
• Benefits include a 401(k) plan with matching contributions, paid time off, paid caregiver/parental and medical leave, and health benefits (medical, prescription drug, dental, and vision).
• 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.
• Relocation assistance may be available based on business needs and/or eligibility.