Senior Associate, West Coast Service Delivery

Pfizer • San Diego, CA

2d • $79,400 - $132,400 • Hybrid

About The Position

The Senior Associate, West Coast Service Delivery is accountable for service outcomes across Pfizer’s West Coast site portfolio. The role coordinates Pfizer colleagues, contracted service partners, and AI-enabled capabilities, partnering with Service Delivery Managers to improve services and colleague experience, expand automated and AI-led resolution, and reduce work requiring human intervention. On-site support is reserved for work that genuinely requires hands-and-eyes assistance. Success is measured by demand eliminated, effective exception handling, cost per colleague supported, and improved colleague experience.

The Digital Workplace, Support Transformation and Vendor Management team delivers consistent end-user support through an AI-first, remote-first, multi-channel service model. It is shifting from a labor-based model to one in which AI agents and automation resolve routine demand, telemetry-driven remediation prevents issues, and colleagues focus on judgment, exception handling, vendor governance, and continuous improvement across AMER business units and sites.

This role leads service delivery and AI operations; oversees provider performance, commercial activity, and governance; and works with site and business stakeholders on service improvement and transformation. The position requires onsite work at least two days per week and may require onsite work up to five days per week, occasional varied hours as part of a global team, and periodic travel. Occasional movement of computer, video conferencing, and potentially printer equipment is required.

Requirements

• Bachelor's degree and at least 2 years of experience; or a master's degree and more than 0 years of experience; or an associate's degree and 6 years of experience; or a high school diploma or equivalent and 8 years of relevant experience.
• At least 3 years of service delivery, operations, service desk, infrastructure site delivery, or related experience.
• At least 4 years of experience managing large-scale supplier agreements involving contingent-labor delivery.
• Experience identifying, implementing, or supporting automation, self-service, or AI-enabled capabilities that measurably reduced human service interactions, using service and experience data to prioritize improvements, size benefits, and evidence outcomes, including change management to sustain adoption.
• Demonstrated business acumen and ability to stay current on business issues that affect site and edge service delivery.
• Practical, hands-on use of AI assistants and agentic tooling in daily work, including prompt and workflow design and judgment about when to trust, verify, or override agent output.
• Automation-first approach to recurring demand, considering elimination or automation before staffing.
• Ability to directly analyze ticket, telemetry, experience, and cost data to identify patterns and build an evidence-based case for change.
• Judgment and ability to handle ambiguous, escalated, or high-stakes work in an environment where routine work is handled by machines.
• Working knowledge of Windows, macOS, iOS/iPadOS, and Microsoft 365 sufficient to assess technical risk and challenge vendor root-cause analysis.
• Working knowledge of ITSM platforms such as ServiceNow and digital employee experience tools such as Nexthink, including automated remediation concepts.
• Understanding of digital terminology, IT platforms, and how AI and automation capabilities are built, governed, and delivered.
• Basic knowledge of finance principles and concepts, including budgets, accruals, unit cost, and business case construction.
• Strong communication, collaboration, problem-solving, relationship-building, negotiation, planning, organization, and customer-focus skills.
• Ability to communicate technical and AI-related issues, limitations, and change impacts to non-technical audiences.
• Action-oriented, persistent, and determined approach.
• Ability to work in a rapidly changing environment where operating models, tools, and scope evolve, and to learn new platforms without formal training.
• Ability to work onsite at least 2 days per week, with onsite work potentially required up to 5 days per week.
• Ability to work a variety of hours as part of a global team.
• Ability to move computer equipment, video conferencing equipment, and potentially printers occasionally.
• Periodic travel may be required.
• Must be authorized to work in the United States by any employer; permanent U.S. work authorization is required. U.S. work visa sponsorship is unavailable.

Nice To Haves

• Hands-on experience with agentic AI, virtual agent, or workflow automation platforms in IT support or service operations.
• Experience with ServiceNow, including Virtual Agent and workflow automation, and digital employee experience platforms such as Nexthink.
• Experience redesigning site support toward a remote-first model, including reducing the physical support footprint such as walk-up kiosks.
• Familiarity with responsible AI, data privacy, and security requirements in a regulated pharmaceutical environment.
• Excellent communication skills and ability to influence key partners and stakeholders indirectly.

Responsibilities

• Lead end-to-end service delivery for the West Coast site portfolio, advancing AI-first support and intervening when judgment, risk, business impact, or relationship management requires human involvement.
• Coordinate Pfizer colleagues, contracted Site Services resources, and AI agents.
• Monitor AI agent and automation performance using ITSM and digital experience management tools; identify failure patterns and work with platform and vendor teams to tune, retrain, or retire workflows.
• Identify recurring site-demand automation and AI use cases, define requirements, validate outcomes through pilots, and promote adoption across the portfolio and into global standards.
• Manage colleague and client escalations through permanent resolution and feed lessons into problem management, knowledge resources, and agent training.
• Shift site support toward remote-first delivery, including self-service, digital lockers, and vending, while maintaining appropriate in-person assistance.
• Oversee service-provider performance, holding providers accountable for experience-level and outcome-based measures as well as traditional service-level agreements and committed automation and productivity gains.
• Validate and support vendor billing, resource and project change requests, and new demand for supported locations.
• Contribute operational data and insight to workforce planning and adjust resourcing as work transitions from human to automated resolution.
• Ensure AI-enabled workflows in scope meet Pfizer standards for data privacy, security, records management, and responsible AI; escalate risks through appropriate governance forums.
• Build relationships with site and business stakeholders to understand priorities, pain points, and opportunities for improvement.
• Represent the customer in service improvement and transformation initiatives.
• Manage communications and change plans with site leadership, business unit stakeholders, and colleagues to build confidence and promote adoption of AI-assisted support channels.
• Align across Pfizer Digital and Technology and service providers, influence cross-functional and global priorities, and contribute West Coast learning to global delivery standards.
• Support local events, executive visits, and conference needs when physical presence adds value.

Benefits

• 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.
• Medical, prescription drug, dental, and vision coverage.
• Eligible to participate in Pfizer’s Global Performance Plan, with a bonus target of 7.5% of base salary.
• Relocation assistance may be available based on business needs and/or eligibility.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior