Director, Digital Platforms Agentic Operations Lead

About the role

Pfizer is looking for a Director, Digital Platforms Agentic Operations Lead to lead the conception, design, implementation and continuous evolution of Agentic AI solutions that will autonomously execute Support and Operations for eight Digital Core Platforms. The goal is to use modern Agentic AI capabilities to increase efficiency and effectiveness in a scalable and sustainable way. The role is hybrid and based in Thessaloniki.

Key responsibilities

• Define and lead the strategy to move Support and Operations from a human-centric to an AI-centric model, setting vision, operating model and roadmap.
• Treat Agentic Platform Operations as a product: turn business requirements into agent specifications and oversee development from minimum viable agents to scaled capabilities.
• Design how the agents interface with the platforms, enterprise tools (ticketing, documentation, observability, collaboration) and human teams, and set reusable reference processes.
• Guide the architecture and implementation of the Agentic system, set quality standards and ensure compliance with industry, Pfizer and platform standards.
• Define KPIs for agent performance (accuracy, autonomous resolution, resolution time, CX, reliability, cost) and set targets and evaluation methods.
• Set guardrails, risk controls and compliance standards, deciding when agents act alone, propose resolutions or escalate to experts.
• Run the transformation as a structured programme, owning the budget, business case and programme KPIs.
• Manage relationships with Digital stakeholders and business lines, and report regularly to senior leadership.
• Lead change management, adoption communication, training and a knowledge base.
• Build and lead a multidisciplinary team of AI, automation and software engineers.

Required profile

• Bachelor's degree in Computer Science, Engineering or a related field.
• 10+ years of relevant experience.
• Recognised as a thought leader with business stakeholders, able to influence strategy and shape how engineering works with the business.
• Product-minded technical leader, with expertise in user experience, problem discovery, prototype-to-production, data analysis, stakeholder management, knowledge management, lean thinking, service management and site reliability engineering.
• Strong communicator who can speak to board and executive levels.

Required skills

• Agentic AI framework and AI literacy, including AI evaluation, verification and human-in-the-loop workflows.
• Engineering strategy, architecture and design, and pattern generalization.
• Technical debt management, code quality and review, and testing strategies.
• ITIL-based service management (certification a strong plus).

What we offer

• Annual base salary ranging from EUR 67,500 for the Thessaloniki location.
• Benefits that vary by location, such as health care coverage, retirement savings plans, insurance, an Employee Assistance Program and wellness benefits.