Senior Associate, West Coast Service Delivery

Location: San Diego, California, United States; hybrid with onsite work required at least 2 days per week and up to 5 days per week. Periodic travel may be required, and the role may require working varied hours as part of a global team.

Annual base salary: $79,400–$132,400, plus eligibility for a 7.5% performance bonus.

Company

hirify.global is a global pharmaceutical organization delivering digital workplace, technology, and support services for its colleagues and business units.

What you will do

• Lead end-to-end service delivery for the West Coast site portfolio across colleagues, contracted site services resources, and AI agents.
• Identify, pilot, and scale automation and AI use cases that reduce recurring support demand and improve the digital employee experience.
• Monitor AI agent and automation performance through ITSM and digital experience data, tuning, retraining, or retiring workflows as needed.
• Manage escalations through permanent resolution and feed lessons into problem management, knowledge content, and agent training.
• Oversee service provider performance, billing validation, resource changes, workforce planning, and outcome-based service measures.
• Partner with site leaders, business stakeholders, hirify.global Digital and Technology, and service providers on transformation, adoption, events, and executive visits.

Requirements

• Permanent U.S. work authorization is required; U.S. work visa sponsorship is not available.
• Onsite attendance in San Diego is required at least 2 days per week, with the possibility of up to 5 days per week.
• At least 3 years of experience in service delivery, operations, service desk, infrastructure site delivery, or a related area.
• At least 4 years of experience managing large-scale supplier agreements involving contingent labor.
• Practical experience with AI assistants or agentic tooling, prompt and workflow design, automation, self-service, or AI-enabled service capabilities.
• Working knowledge of Windows, macOS, iOS/iPadOS, Microsoft 365, ServiceNow, digital employee experience tooling such as Nexthink, data analysis, vendor management, and responsible AI practices.

Nice to have

• Experience with ServiceNow Virtual Agent and workflow automation platforms.
• Experience redesigning site support toward a remote-first model and reducing physical support locations.
• Familiarity with data privacy and security requirements in a regulated pharmaceutical environment.
• Bachelor's degree.

Culture & Benefits

• AI-first, remote-first, multi-channel support model with in-person assistance reserved for work that requires physical presence.
• 401(k) matching and an additional retirement savings contribution.
• Paid vacation, holidays, personal days, caregiver and parental leave, and medical leave.
• Medical, prescription drug, dental, and vision coverage.
• Relocation assistance may be available based on business needs and eligibility.