Director – Digital Platforms Agentic Operations Lead
Pfizer
Director – Digital Platforms Agentic Operations Lead
Pfizer
Makes cancer drugs, vaccines and other medicines
The Director, Digital Platforms Agentic Operations Lead will lead the conception, design, implementation, and continuous evolution of Agentic AI solutions that will autonomously execute the Support and Operations for the eight Digital Core Platforms. The purpose is to leverage the modern Agentic AI capabilities to increase efficiency and effectiveness in a scalable and sustainable manner.
The successful candidate combines people leadership, business acumen, technical understanding, solutions mentality, communications excellence, product focus, analytical thinking, strategic vision, and
ROLE RESPONSIBILITIES
AI Transformation Strategy. Define and lead the strategy to move Support and Operations for the eight Digital Core Platforms from a human-centric to an AI-centric model. Set the vision, target operating model, and roadmap, and be accountable for the outcomes and rollout across all eight Platforms.
Product Development. Treat Agentic Platform Operations as a product. Translate the business requirements of capability providers and consumers into specifications for the AI Agents, and oversee iterative development from minimum viable agents to scaled capabilities, driven by user feedback.
Ecosystem Design. Define how Agentic Platform Operations interfaces with the Platforms, enterprise Operations tools (e.g. ticketing, documentation, observability, collaboration), and human teams. Set the principles and reference processes that make the ecosystem scalable, consistent, and reusable across all eight Platforms.
Technical Leadership. Guide and review the architecture and implementation of the Agentic system, from design to production, so it is scalable, secure, maintainable, and cost-efficient. Set review checkpoints and quality standards, and ensure compliance with Industry, Pfizer, and Platform standards and best practices. Navigate across different technologies on the basis of common engineering principles.
Quality Assessment. Define and run the KPI framework for AI Agent performance, covering accuracy, autonomous resolution, human involvement and overrides, resolution time, CX, reliability, and cost. Set targets and evaluation methods that show where agents can gain more autonomy and where human involvement should remain.
Agents Governance. Define, for each type of work, whether AI Agents resolve it on their own, propose a resolution for human approval, or escalate to experts with full context. Set the guardrails, risk controls, and compliance standards that keep the model safe and trusted, and expand autonomy only where it has been earned.
Programme Management. Run the transformation as a structured programme, turning the roadmap into phased deliverables and managing scope, timelines, dependencies, risks, and resources. Own the budget, business case, and programme KPIs, and track progress and value against milestones.
Stakeholder Management. Build trusted relationships with Digital stakeholders (e.g. Platform Owners, Delivery, Architects, Operations teams) and the Business/Digital lines that use the Platforms. Align priorities and expectations, resolve conflicting needs, and report regularly to senior leadership on progress, value, and key risks.
Change Management. Lead the organizational change from human-delivered to AI-driven Support and Operations, so that Platform owners and users understand, trust, and adopt the AI Agents. Drive adoption through targeted communication, training, a robust knowledge base, and feedback loops.
Team Leadership. Build and lead a multidisciplinary team of AI, automation, and software engineers, fostering a culture of experimentation, ownership, and continuous learning. Attract and retain talent, and grow the team as the model expands to all eight Platforms.
QUALIFICATIONS
Bachelor's degree in Computer Science, Engineering, or related field with 10+ years of relevant experience.
EXPERT-LEVEL SKILLS
Agentic AI Framework. You identifythe process and activity elements that need to be replaced with Agentic AI capabilities, as well as the Agentic modules and solutions that need to be implemented. You lead the planning, roadmap and roll out.
Business Immersion: You are a recognised thought leader with business stakeholders. You influence business strategy and shape how engineering engages with the business.
Product Thinking. You define product strategy for the Agentic Platform Operations, influence organizational approach to product development, and are recognized as a product-minded technical leader.
User Experience. You define user experience strategy across the board, shape organizational UX practices, and are the authority on user-centered design approaches.
Problem Discovery. You shape approaches to problem discovery. You are recognized for transforming ambiguous situations into clear opportunities, influence how teams engage with business problems, and are the go-to person for the most undefined challenges.
Prototype to Production. You shape prototype-to-production practices. You define standards for prototype handoff, establish quality gates for each conversion layer, and are recognized for turning validated prototypes into production systems efficiently.
Data Analysis. You shape analytics culture and strategy. You introduce innovative analytical approaches, solve the most complex analytical challenges, and are recognized as an analytics authority. You consistently define, measure, and interpret KPIs in a holistic manner.
Stakeholder Management: You shape stakeholder practices. You manage executive relationships, represent engineering at the highest levels, and build exceptional stakeholder partnerships.
Knowledge Management. You shape enterprise knowledge strategy and governance. You drive learning organization culture, create frameworks that others adopt, and are recognized for building knowledge-sharing organizations.
Lean Thinking & Flow. You shape lean culture and practices. You innovate on flow optimization approaches, solve large-scale process challenges, and are recognized externally for delivery excellence.
Service Management. You shape service management strategy across the business unit. You drive service excellence culture, innovate on service delivery approaches, and are recognized as a service management authority. You apply IT Service Management based on ITIL (a certification would be a strong plus).
Site Reliability Engineering. You define and roll out the appropriate means to ensure system reliability through observability, incident response, and capacity planning.
Multi-Audience Communication. You shape communication practices. You represent engineering externally, communicate at board and executive level, and are recognized as an exceptional communicator who bridges any audience gap.
PRACTITIONER-LEVEL SKILLS
AI Literacy.You lead AI adoption decisions across teams. You assess AI tools and vendors systematically, train engineers on AI concepts, and establish guidelines for appropriate AI use.
AI Evaluation & Verification. You guide AI adoption decisions, assess AI risks and benefits systematically, design human-in-the-loop workflows and train engineers on responsible AI usage.
AI-Augmented Development. You optimise AI tool usage, evaluate new AI development tools, train engineers on AI-augmented workflows, and balance AI speed with verification rigour.
Engineering Strategy. You define engineering strategies for complex enterprise capabilities, evaluate technology options, make build-versus-buy decisions, and guide solutioning evolution across systems and teams.
Architecture & Design. You design complex multi-component systems end-to-end, evaluate architectural options for large initiatives, guide technical decisions and mentor engineers on architecture, balancing elegance with delivery needs.
Pattern Generalization. You lead pattern generalization initiatives across teams, define criteria for when to generalize vs keep custom, and establish intake processes for receiving validated solutions from engineers in business units. You mentor engineers on abstraction design.
WORKING-LEVEL SKILLS
Technical Debt Management. You prioritize debt systematically based on risk and impact, balance debt reduction with feature work, and make pragmatic trade-offs. You know when to take on debt intentionally.
Code Quality & Review: You apply the Pfizer quality standards on code review, ensure verification depth for AI-assisted development, and drive testing strategies.
PEOPLE MANAGER SKILLS
Leading the team. You set clear direction, align people around shared goals and communicate well to drive collective success. You develop talent, foster collaboration and create an environment where individuals are empowered to perform at their best.
Team Collaboration. You create collaborative culture across the business unit. You transform dysfunctional team dynamics, are recognized for building exceptional teams, and mentor others on collaboration excellence.
Time Management & Deep Work. You shape productivity culture across the business unit. You innovate on approaches to balancing deep work with responsiveness, influence how teams manage time, and are recognized for exceptional delivery.
Purpose
Breakthroughs that change patients' lives... At Pfizer we are a patient centric company, guided by our four values: courage, joy, equity and excellence. Our breakthrough culture lends itself to our dedication to transforming millions of lives.
Digital Transformation Strategy
One bold way we are achieving our purpose is through our company wide digital transformation strategy. We are leading the way in adopting new data, modelling and automated solutions to further digitize and accelerate drug discovery and development with the aim of enhancing health outcomes and the patient experience.
Flexibility
We aim to create a trusting, flexible workplace culture which encourages employees to achieve work life harmony, attracts talent and enables everyone to be their best working self. Let’s start the conversation!
Equal Employment Opportunity
We believe that a diverse and inclusive workforce is crucial to building a successful business. As an employer, Pfizer is committed to celebrating this, in all its forms – allowing for us to be as diverse as the patients and communities we serve. Together, we continue to build a culture that encourages, supports and empowers our employees.
Disability Inclusion
Our mission is unleashing the power of all our people and we are proud to be a disability inclusive employer, ensuring equal employment opportunities for all candidates. We encourage you to put your best self forward with the knowledge and trust that we will make any reasonable adjustments to support your application and future career. Your journey with Pfizer starts here!
To learn more about acceptable and prohibited uses of AI during the recruitment process, please review our candidate AI-use guidelines available on Pfizer Careers.
Information & Business TechPfizer discovers, makes, and sells prescription medicines and vaccines for patients, doctors, and governments worldwide, with large businesses in vaccines, cancer, heart disease, and rare diseases. In 2020, its COVID-19 shot, developed with German partner BioNTech, became the first COVID-19 vaccine authorized in the United States. Its scientists find drug candidates and run clinical trials to prove they are safe and effective, and Pfizer then manufactures approved products in its own plants, earning most of its money from patented drugs before cheaper generic copies arrive. Pfizer was founded in 1849 as a chemicals business in Brooklyn and is based in New York City.
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