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…