Senior Manager, AI Platform Support Lead

Use Your Power for Purpose

The AI Platform Support Lead will oversee the support and operations of AI-driven platforms. This position requires proficiency in AI technologies (e.g. Generative AI, Large Language Models, and AI agents). The ideal candidate will have extensive experience in managing a support and operations service that is dependable, efficient, and meets both user requirements and business objectives.

What You Will Achieve

• Manage the day-to-day operations and support for AI platforms.

• Collaborate with AI platform engineering and other platform teams to ensure the smooth deployment and maintenance of AI platforms.

• Provide assistance to end-users and work to enhance customer satisfaction.

• Monitor AI platforms to ensure they perform optimally, are reliable, and cost-effective.

• Manage stakeholders to ensure AI platforms meet business, compliance and IT requirements.

• Lead efforts in incident response and troubleshooting for any platform issue.

• Develop and implement best practices for supporting AI platforms.

• Oversee software and service vendors and maintain strong vendor relationships.

Minimum Requirements:

• BA/BS or MBA/ MS degree with 9+ years of relevant experience in Platform Support and Operations Management.

• Experience in managing support and operations for platforms that utilize Generative AI, Large Language Models, and AI agents.

• Proficiency in IT lifecycle management and experience working within a regulatory environment.

• Ability to effectively navigate and accomplish tasks through both formal channels and informal networks within a large corporation.

• Strong skills in building effective teams, setting clear priorities, and organizing work in a structured and efficient manner.

• Capable of making decisions in situations of uncertainty and taking decisive actions.

• A mindset focused on continuous innovation and improvement.

• Proficient in implementing processes, using both people and technology, to achieve consistent and reliable outcomes.

• Strong focus on customer satisfaction and effective stakeholder management.

Preferred Requirements:

• At least 2 years of experience developing AI-enabled platforms.

• Experience working in a pharmaceutical organization.

Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.