Sr. Manager, Application Management

Acrisure•Grand Rapids, MI

5d•Onsite

About The Position

The Sr. Manager, Epic Platform Operations leads the four teams responsible for supporting, configuring, reporting on, and improving Applied Epic and its ancillary products across the organization. The role owns day-to-day platform health and the execution of configuration, release, and reporting work that keeps Epic aligned with how the business operates. This is a working leadership role. The Sr. Manager sets priorities across support, configuration, reporting, and project demand, keeps commitments realistic against team capacity, and is the escalation point when Epic issues affect business operations. The role partners with operations, service, and integration leadership to turn business needs into practical configuration and reporting solutions, and works directly with Applied Systems and ancillary vendors on defects, enhancements, and upgrades. The role also builds the team: clear expectations, documented and repeatable processes, cross training, and a culture where people escalate early and fix root causes instead of reworking the same issues. What success looks like in the first year: Support demand is measurable and predictable. Volume, aging, and response times are tracked, reported, and trending in the right direction. Configuration and release changes follow a documented process with testing and business signoff every time, not only on large releases. Reporting requests move through a defined intake and prioritization process rather than arriving ad hoc through individual relationships. Recurring incident drivers are identified and permanently resolved, with measurable reduction in repeat volume. Acquired agencies onboard to Epic on schedule, with platform team effort planned in advance rather than absorbed reactively. No Epic function depends on a single person. Cross coverage exists and has been tested.

Requirements

5+ years in application management, application support, systems operations, or business systems, including 5+ years leading teams.
Working knowledge of application support operations, configuration management, release and change management, and continuous improvement practice.
Proven ability to prioritize across competing support, enhancement, and project demand with finite capacity.
Ability to translate business needs into practical system and process solutions.
Strong communication, problem solving, and stakeholder management skills, including with senior leaders.
Bachelor's degree in a related field, or equivalent work experience.

Nice To Haves

Applied Epic administration or configuration experience.
Insurance brokerage or agency operations background.
Experience with agency conversions, acquisitions, or platform migrations.
Report development experience (Epic reporting, SQL, or comparable).
Project management or business analysis experience.

Responsibilities

Team leadership: Lead four teams covering Epic support, ancillary Epic products, Epic reporting, and Epic configuration. Set clear roles, responsibilities, performance expectations, and development paths for supervisors and individual contributors. Assess team capacity and capability, identify gaps, and make the case for resources, training, or structural change. Build cross coverage and knowledge sharing so no single person is a point of failure.
Support and operational excellence: Own day to day support and administration of Applied Epic and its ancillary products. Ensure incidents, service requests, and configuration requests are triaged, prioritized, and resolved against defined service expectations. Serve as the escalation point for complex or business impacting Epic issues. Analyze recurring issues and support trends, drive to root cause, and reduce repeat volume. Maintain documentation, runbooks, and knowledge articles the team and the business actually use.
Configuration, releases, and change: Oversee Epic configuration changes, releases, upgrades, and other significant system changes. Ensure changes are planned, tested, communicated, and supported post release, with business readiness confirmed before go live. Identify risks, dependencies, and business impacts ahead of implementation, not during it. Coordinate change timing with business stakeholders, technology teams, and vendors.
Reporting and data delivery: Lead the Epic reporting team supporting operational, financial, and business reporting needs. Establish intake, prioritization, and quality standards for report development and changes. Ensure reports are documented, validated, and maintained as the platform and the business change. Partner with data and analytics teams on shared sources, definitions, and avoiding duplicate reporting.
Business partnership: Build working relationships with operations, service, and business leaders to understand priorities and pain points. Translate business needs into Epic configuration, process, or reporting solutions. Give straight guidance on what Epic can and cannot do, including limitations, risks, dependencies, and tradeoffs. Keep team priorities aligned with what the business actually needs, and say no clearly when capacity does not allow.
Integration and project work: Provide Epic platform leadership and subject matter expertise for acquisition onboarding, agency conversions, and cross functional projects. Identify Epic impacts, dependencies, and resource requirements during project planning rather than at implementation. Partner with project and technology teams through requirements, testing, and deployment. Ensure new agencies, functionality, and processes transition cleanly into ongoing operational support.
Vendor management: Manage the working relationship with Applied Systems and ancillary product vendors. Drive issue resolution, defect escalation, enhancement requests, and upgrade coordination. Track vendor product capabilities and roadmaps and assess what they mean for the organization.
Scope: This role owns the Epic application layer: support, configuration, ancillary products, reporting, and release execution. It does not own infrastructure, network, identity, or endpoint management; enterprise data warehousing and analytics platforms; information security policy; or enterprise project portfolio management. The role partners with and depends on those functions, but accountability for them sits elsewhere in the organization.