Senior Associate, West Coast Service Delivery
$79.4k - $132.4kPfizer Inc
Senior Associate responsible for end-to-end service delivery across Pfizer's West Coast site portfolio, orchestrating colleagues, service partners, and AI-enabled capabilities to drive automation, reduce manual intervention, and improve colleague experience. The role emphasizes AI-first operations, vendor governance, and transformation leadership.
Responsibilities
- Lead end-to-end service delivery for West Coast sites, identifying automation and AI opportunities while intervening where human judgment is required
- Orchestrate three workforces: Pfizer colleagues, contracted service partners, and AI agents to optimize support outcomes
- Monitor AI and automation performance metrics; identify failure patterns and work with vendors to tune, retrain, or retire workflows
- Oversee service provider performance against experience and outcome-based measures alongside traditional SLAs
- Build stakeholder relationships, manage change communications, and serve as voice of customer in improvement initiatives
Requirements
- Practical experience with AI assistants and agentic tooling, including prompt and workflow design
- Data literacy to analyze ticket, telemetry, and cost data for pattern identification and change justification
- Working knowledge of modern endpoints (Windows, macOS, iOS) and Microsoft 365 platforms
- Hands-on experience with ServiceNow and digital employee experience tools like Nexthink
- Understanding of ITSM concepts, automation-first thinking, and exception judgment in ambiguous situations
- Ability to communicate technical and AI topics to non-technical audiences
- Basic finance knowledge including budgets, accruals, unit cost, and business case development
Vacancy posted 2 days ago
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