客户互动与体验运营经理 Customer Engagement and Experience Operations Manager

JOB SUMMARY

You will lead the daily operations of the customer-facing digital tools of weight management and enhance patient adherence and satisfaction through professional health management and refined operational strategies. You will establish standardized patient management and coordinate with cross-functional teams and external vendors to ensure every patient receives scientific, continuous, and empathetic care.

KEY RESPONSIBILITIES

• Specific Operational SOPs: Develop, iterate, and document SOPs for patient enrollment, qualification, follow-up, escalation, and off-boarding. Build standardized scripts, training materials, and workflows for key milestones, ensuring consistent service quality.
• Adherence & Retention Growth: Design tiered care strategies based on platform data and patient behaviors (e.g., engagement frequency, key milestones). Continuously optimize the outreach cadence to sustainably improve adherence and brand loyalty.
• Patient Insights & Product Optimization: Regularly collect, consolidate, and analyze real-world feedback, service logs, and lifestyle data to identify pain points and unmet needs. Generate insight reports with actionable recommendations for product and content optimization, and translate findings into new patient education topics and operational improvements.

EDUCATION AND SKILLS

• Bachelor’s degree or above, with 5+ years of experience in Digital Health, or pharmaceutical patient-facing projects.
• Familiarity with the patient management pathway for metabolic diseases. Excellent communication skills and the ability to handle emergencies.
• Data-driven mindset, skilled at using operational metrics to drive continuous improvement in service workflows.

职位概要

你将主导辉瑞减重管理的客户数字化平台的日常运营，通过专业的健康管理与精细化的运营策略，提升患者在治疗期间的依从性与满意度。你需要建立标准化的患者管理体系，协同跨部门团队与外部供应商，确保每一位使用减重产品的患者都能获得科学、连续且有温度的管理。

主要职责

• 专属运营SOP搭建： 制定并持续迭代患者入组、评估、随访、升级处理及退出机制等标准流程，并形成可落地的运营手册。围绕关键里程碑，搭建标准化话术库、培训材料与流程，确保执行一致、服务质量可控。
• 依从性与留存提升： 基于平台数据与患者行为特征（如活跃度、关键节点完成情况），设计分层分级的关怀与随访策略。 持续优化触达频率与内容，以更稳定地提升患者体验与品牌忠诚度。
• 患者洞察与产品优化： 定期收集、整合并分析真实世界的患者反馈、服务记录与生活方式数据，识别关键痛点与未满足需求。输出可执行的运营洞察报告，提出产品功能、内容与流程的优化建议，并将洞察转化为新的患教主题与运营改进举措，推动持续迭代。

教育与技能

• 本科及以上学历，5年以上互联网医疗、或药企数字化患者项目经验。
• 熟悉GLP-1或代谢类疾病的患者管理路径，具备优秀的沟通技巧与突发事件处理能力。
• 数据驱动思维，善于通过运营指标驱动服务流程的持续迭代。

Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.

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