ECP AI & Innovation Ops Lead

Brown & Brown Insurance • Plano, TX

3d

About The Position

The ECP AI & Innovation Ops 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 approved capabilities into secure, supportable production services by defining operating models, integration patterns, and support structures, and coordinating technical dependencies across infrastructure.

The role operationalizes capabilities incubated, governed, and approved through the enterprise AI function, and executes standards established by accountable identity, security, architecture, and data owners. It establishes repeatable operational and integration patterns so approved technologies can enter production with clear ownership, cohesive operational processes, and sustainable support models.

The position also supports service transition, vendor coordination, financial operations, security and compliance execution, and operational reporting for ECP platforms and integrations.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent experience.
• 10+ years in enterprise platform engineering/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.

Nice To Haves

• Experience operating Microsoft 365 Copilot, Copilot Studio, Claude, Power Platform, integration platforms, or API management services.
• 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 service 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 improvements to reliability and efficiency.
• Manage release readiness, production validation, and ongoing maintenance requirements.
• Maintain awareness of emerging technologies that may affect enterprise collaboration, productivity, automation, integration, and teammate or customer experiences.
• Conduct operational readiness assessments for 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 collaboration and productivity services, identity, and related infrastructure.
• Ensure ECP 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 so orchestration designs support 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 control gaps and operational risks within ECP services and drive remediation through appropriate owners.
• Define production acceptance criteria and coordinate transition from pilot, incubation, or project delivery into a sustainable operating model.
• 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.
• Track 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.
• Benefit enrollment waiting periods or eligibility criteria may apply, and offerings may vary by subsidiary or geographic location.

What This Job Offers

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