ECP AI & Innovation Ops Lead

Bridge Specialty Group • Plano, TX

2d

About The Position

The ECP AI & Innovation Operations Lead is responsible for operational readiness, integration, reliability, and lifecycle management of AI and emerging technology capabilities delivered within Enterprise Collaboration & Productivity (ECP). The role turns capabilities approved through enterprise AI governance and incubation into secure, supportable production services by defining operating models, integration patterns, and support structures, while coordinating technical dependencies across infrastructure. It executes standards established by accountable identity, security, architecture, and data owners, and creates repeatable operational and integration patterns for production adoption with clear ownership and sustainable support models.

The role owns operational readiness and day-to-day service management for AI and emerging technology platforms, including service health, availability, performance, capacity, supportability, and lifecycle requirements. It establishes production operating standards and coordinates workflows, readiness assessments, integrations, governance execution, service transitions, vendor support, financial operations, and operational reporting across ECP services.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent experience.
• 10+ years in enterprise platform engineering or design, systems integration, service management, automation, or technical program delivery.
• Experience operating enterprise SaaS or cloud platforms in complex, distributed, or acquisition-driven environments.
• Working experience with user-centric solution design and service delivery.
• Working knowledge of production readiness, incident and problem management, change and release management, observability, resilience, support models, and lifecycle management.
• Ability to translate technical capabilities and risks into clear operational requirements, dependency maps, runbooks, support boundaries, and decision points.
• Experience coordinating cross-functional initiatives spanning architecture, security, compliance, engineering, operations, vendors, and application owners.
• Strong communication, facilitation, documentation, and executive presentation skills.
• Experience operating Microsoft 365 Copilot, Copilot Studio, Claude, Power Platform, integration platforms, or API management services.

Nice To Haves

• Experience with integration architecture, orchestration, reusable connector patterns, event-driven design, and production API lifecycle management.
• Experience with IT service management, cloud financial operations, vendor management, security controls, and audit support.
• Relevant certifications in cloud, integration, automation, service management, security, or enterprise architecture.

Responsibilities

• Own operational readiness and day-to-day service management for implemented AI and emerging technology platforms, including health, availability, performance, capacity, supportability, and lifecycle requirements.
• Establish operational standards, runbooks, and support procedures for ECP production capabilities.
• Work with IT Services and Change Management to define incident, problem, request, and product-update workflows.
• Monitor service health, performance, support trends, and operational risk, and recommend reliability and efficiency improvements.
• Manage release readiness, production validation, and ongoing maintenance requirements.
• Maintain awareness of emerging technologies affecting enterprise collaboration, productivity, automation, integration, and teammate or customer experiences.
• Conduct operational readiness assessments of capabilities approved through enterprise AI governance and incubation, covering integration, identity, supportability, monitoring, capacity, and support models.
• Define reusable readiness criteria to reduce one-off implementations and fragmentation across ECP services.
• Document operational findings, constraints, dependencies, and cost-to-operate for technology and governance decision-makers.
• Define and maintain integration and orchestration patterns connecting AI and emerging technology platforms with ECP services, identity, and related infrastructure.
• Ensure integrations follow enterprise standards for authentication, authorization, secrets management, data handling, logging, monitoring, error handling, resilience, and lifecycle management.
• Identify duplicate or point-to-point integrations and recommend reusable services, standardized connectors, and orchestration patterns.
• Partner with architecture and engineering teams on orchestration designs supporting observability, traceability, exception management, and appropriate human oversight.
• Operationalize approved security, governance, and compliance requirements within ECP platforms and integrations.
• Coordinate access models, privileged administration, environment controls, audit logging, data boundaries, retention requirements, and vendor controls with accountable enterprise owners.
• Maintain operational documentation and evidence for reviews, audits, risk assessments, and control validation.
• Identify ECP control gaps and operational risks and drive remediation through appropriate owners.
• Define production acceptance criteria and coordinate transitions from pilot, incubation, or project delivery into sustainable operating models.
• Clarify service ownership, support tiers, service-level expectations, vendor responsibilities, escalation paths, and knowledge-transfer requirements before production launch.
• Coordinate vendor support, roadmap reviews, technical escalations, platform changes, and service performance discussions.
• Support financial operations by tracking consumption, licensing, cost drivers, forecasts, and optimization opportunities.
• Provide operational reporting and metrics on service health, integration status, reliability, risk, cost, and readiness.

Benefits

• Medical/Rx, dental, vision, life insurance, and disability insurance.
• Employee Stock Purchase Plan (ESPP), 401(k), student loan assistance, and tuition reimbursement.
• Free mental health and enhanced advocacy services.
• Paid time off and holidays.
• Preferred partner discounts and other benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior