West Coast AI-Driven Service Delivery Lead

Pfizer Inc.; San Diego (CA); Hybrid; USD 79,000 - 132,000; Full time

Job summary

Pfizer Inc. on the West Coast seeks a Senior Associate to lead AI-first service delivery across the site portfolio.

You will coordinate Pfizer colleagues, contracted partners, and AI capabilities to expand automated resolution while preserving critical human touch where needed. This role emphasizes remote-first support, self-service, and vendor governance, with on-site work required up to 5 days per week and occasional travel.

Qualifications

• Bachelor's degree preferred.
• 3+ years of service delivery, operations, or related experience.
• Experience identifying or supporting automation/AI-enabled capabilities.

Responsibilities

• Leads end-to-end service delivery for the West Coast portfolio with AI-first support.
• Orchestrates Pfizer colleagues, contracted resources and AI agents.
• Monitors AI and automation performance; tunes workflows with vendors.
• Identifies automation use cases and drives adoption across the portfolio.
• Manages escalations and feeds lessons to problem management and training.
• Shifts site support toward remote-first delivery while preserving in-person help when needed.
• Oversees vendor performance, billing, and change requests; informs workforce planning.
• Ensures AI workflows meet data privacy, security, and governance standards.
• Builds relationships with stakeholders; advocates for customer-centric improvements.
• Drives change communications and aligns with global delivery standards.

Skills

AI fluency

Automation-first

Data literacy

Exception judgment

Endpoint knowledge

ITSM (ServiceNow)

Digital experience tools

Finance basics

Communication

Change management

Adaptability

Education

Bachelor's degree preferred

Tools

ServiceNow

Nexthink

Job description

Pfizer Inc. on the West Coast seeks a Senior Associate to lead AI-first service delivery across the site portfolio.

You will coordinate Pfizer colleagues, contracted partners, and AI capabilities to expand automated resolution while preserving critical human touch where needed. This role emphasizes remote-first support, self-service, and vendor governance, with on-site work required up to 5 days per week and occasional travel.