West Coast AI-First Service Delivery Lead

Pfizer; San Diego (CA); Híbrido; USD 79.000 - 132.000; Jornada completa

Descripción de la vacante

Pfizer seeks a Senior Associate, West Coast Service Delivery to lead AI-first support for the West Coast site portfolio, coordinating Pfizer colleagues, contracted partners and AI capabilities to improve experiences and reduce human interventions. This hybrid role balances remote automation with on-site problem solving.

The successful candidate will drive governance, vendor management, and transformation initiatives across the West Coast and align with global delivery standards, delivering

Formación

• 3+ years of service delivery, operations, service desk, infrastructure site delivery, or related experience.
• 4+ years of experience in managing large-scale supplier agreements involving the delivery of contingent labor.
• Experience identifying, implementing or supporting automation, self-service or AI-enabled capabilities that measurably reduced human service interactions.
• Demonstrated business acumen and ability to stay abreast of business issues that impact site/edge service delivery.

Responsabilidades

• Leads end-to-end service delivery for the West Coast site portfolio, driving AI-first support by identifying opportunities for automation and AI to manage routine demand and improve the digital experience, while intervening where judgement, risk, business impact or relationship management requires human involvement.
• Orchestrates three workforces: Pfizer colleagues, contracted Site Services resources and AI agents.
• Monitors AI agents and automation performance using ITSM and digital experience management tooling; identifies failure patterns and tunes workflows.
• Identifies automation and AI use cases for recurring site demand, defines the requirements, validates outcomes through pilots, and drives adoption across the portfolio and into the global standard.
• Manage colleagues and client escalations to permanent resolution, feeding lessons into problem management, knowledge and agent training to prevent recurrence.
• Leads the shift of site support toward remote-first delivery, including self-service, digital lockers and vending, while protecting the experience of colleagues who need in-person help.

Conocimientos

Service delivery experience

Supplier management

Automation / AI

Business acumen

Change & stakeholder management

Educación

Bachelor’s degree preferred

Herramientas

ServiceNow

Nexthink

AI-enabled workflows

Virtual Agent

Descripción del empleo

Pfizer seeks a Senior Associate, West Coast Service Delivery to lead AI-first support for the West Coast site portfolio, coordinating Pfizer colleagues, contracted partners and AI capabilities to improve experiences and reduce human interventions. This hybrid role balances remote automation with on-site problem solving.

The successful candidate will drive governance, vendor management, and transformation initiatives across the West Coast and align with global delivery standards, delivering