# Senior Associate, West Coast Service Delivery at Pfizer

Pfizer is hiring a Senior Associate, West Coast Service Delivery in San Diego, United States. It pays $79k-$132k a year and Level rates it Little AI ●○○○; you can [apply on Level](https://jobsbylevel.com/go/89d50cb4-857e-43aa-805b-149da220df13?utm_medium=ai-agent).

AI Level 1, AI centrality 33 out of 100. United States - California - San Diego.

## Details

- Company: [Pfizer](https://jobsbylevel.com/companies/pfizer)
- AI level: AI Level 1 (score 33 out of 100)
- Location: United States - California - San Diego
- Salary: $79k-$132k
- Posted: October 14, 2026
- Apply: https://jobsbylevel.com/go/89d50cb4-857e-43aa-805b-149da220df13?utm_medium=ai-agent

## Prepare for this job

The job page lists 2 likely interview questions for this offer, with a CV checklist: https://jobsbylevel.com/jobs/senior-associate-west-coast-service-delivery-at-pfizer-f952d8

## Description

ROLE SUMMARY 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. ROLE RESPONSIBILITIES Service Delivery and AI Operations: 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. Vendor, Commercial, and Governance: 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. Transformation and Stakeholder Engagement: 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,

The description is cut here. Read the full offer: https://jobsbylevel.com/jobs/senior-associate-west-coast-service-delivery-at-pfizer-f952d8

Source: https://jobsbylevel.com/jobs/senior-associate-west-coast-service-delivery-at-pfizer-f952d8

## Cite this page

Level. https://jobsbylevel.com/jobs/senior-associate-west-coast-service-delivery-at-pfizer-f952d8.

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