Senior Associate, West Coast Service Delivery

Pfizer • San Diego, CA

20h • Hybrid

About The Position

The Digital Workplace, Support Transformation and Vendor Management team delivers a high- quality, consistent, and repeatable end- user support experience to Pfizer colleagues through an AI-first, remote-first, multi-channel service model. The team is moving from a labor-based model to an AI-enabled operating model, in which AI agents and automation resolve routine demand end to end, telemetry-driven remediation prevents issues before they are reported, and Pfizer colleagues focus on judgement, exception handling, vendor governance, and continuous improvement across AMER business units and sites. The Senior Associate, West Coast Service Delivery is accountable for service outcomes across the 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 presence is reserved for work that genuinely requires hands- and- eyes support. Success is measured by demand eliminated, effective exception handling, cost per colleague supported, and improved colleague experience.

Requirements

• Agent and AI fluency: practical, hands-on use of AI assistants and agentic tooling in daily work, including prompt and workflow design, and the judgment to know when to trust, verify, or override an agent's output.
• Automation-first thinking: looks at recurring demand and asks what can be eliminated or automated before asking what should be staffed.
• Data literacy: able to interrogate ticket, telemetry, experience, and cost data directly to find patterns and build an evidenced case for change.
• Exception judgment: able to work in an environment where the routine is handled by machines and the remaining work is ambiguous, escalated, or high stakes.
• Working knowledge of the modern endpoint estate — Windows, macOS, iOS/iPadOS, and Microsoft 365 — sufficient to assess technical risk and challenge vendor root cause analysis.
• Working knowledge of ITSM platforms (ServiceNow) and digital employee experience tooling (for example Nexthink), including automated remediation concepts.
• Understanding Digital terminology, IT platforms, and how AI and automation capability is built, governed, and delivered on them.
• Basic knowledge of finance principles and concepts — budgets, accruals, unit cost, and business case construction.
• Strong communication, collaboration, problem-solving, relationship-building, negotiation, planning, organization and customer-focus skills.
• Proven experience communicating technical and AI-related issues, limitations, and change impacts to non-technical audiences.
• Action-oriented, persistent and determined.
• Ability to work in a rapidly changing environment where operating model, tooling, and scope evolve continuously, and to learn new platforms without formal training.
• Bachelor's degree preferred
• 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, using service and experience data to prioritize improvements, size benefits and evidence outcomes, including the change management required to sustain adoption.
• Demonstrated business acumen and ability to stay abreast of business issues that impact site/edge service delivery.

Nice To Haves

• Hands-on experience with agentic AI, virtual agent, or workflow automation platforms in an IT support or service operations context.
• 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 reduction of 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 the ability to influence key partners and stakeholders indirectly.

Responsibilities

• 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 (containment, deflection, accuracy, escalation and false-positive rates) using ITSM and digital experience management tooling; identifies failure patterns and works with platform and vendor teams to tune, retrain, or retire 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.
• Oversees service provider performance for supported markets, holding providers to experience level (XLA) and outcome-based measures alongside traditional SLAs, including committed automation and productivity gains.
• Validates and supports vendor billing, resource and project change requests, and new demand for supported locations.
• Contributes data and operational insight to workforce planning and adjusts resourcing as work transitions from human to automated resolution.
• Ensures AI-enabled workflows operating in scope meet Pfizer standards for data privacy, security, records management, and responsible AI use, escalating risk through the appropriate governance forums.
• Build relationships with site and business stakeholders to understand priorities, pain points, and opportunities for improvement.
• Acts as the voice of the customer in service improvement and transformation initiatives.
• Manages communication and change plans with site leadership, business unit stakeholders and colleagues, using an understanding of business operations to build confidence and promote adoption of AI-assisted support channels.
• Ensure alignment across the Pfizer Digital and Technology organization and service providers, influencing cross-functional and global priorities and contributing West Coast learnings back into global delivery standards.
• Supports local events, executive visits, and conference needs where 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
• health benefits to include medical, prescription drug, dental and vision coverage
• Relocation assistance may be available based on business needs and/or eligibility.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree