AI & Innovation Operations Lead

Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.

Brown and Brown is seeking and AI & Innovation Operations Lead to join our growing team!

The ECP AI & Innovation Operations Lead is responsible for the operational readiness, integration, reliability, and lifecycle management of AI and emerging technology capabilities delivered within Enterprise Collaboration & Productivity (ECP). The role converts approved capabilities into secure, supportable production services by defining operating models, integration patterns, and support structures, and by coordinating the technical dependencies across infrastructure.

The role operationalizes capabilities that have been incubated, governed, and approved through the enterprise AI function, and executes the standards set by the accountable identity, security, architecture, and data owners. Its purpose is to establish repeatable operational and integration patterns that allow approved technologies to enter production with clear ownership, cohesive operational process, and sustainable support models.

How You Will Contribute:

AI & Innovation Operations

• 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 for these services.
• Monitor service health, performance, support trends, and operational risk; recommend actions to improve reliability and efficiency.
• Manage release readiness, production validation, and ongoing maintenance requirements.

Innovation & Emerging Technology Readiness

• 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 model.
• Define reusable readiness criteria that prevent one-off implementations and reduce fragmentation across ECP services.
• Document operational findings, constraints, dependencies, and cost-to-operate for technology and governance decision-makers.

Enterprise Integration & Orchestration

• Define and maintain the integration and orchestration patterns that connect 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 within ECP and recommend reusable services, standardized connectors, and orchestration patterns that improve scalability and reduce operational complexity.
• Partner with architecture and engineering teams so that ECP orchestration designs support observability, traceability, exception management, and appropriate human oversight.

Security, Governance & Compliance Execution

• 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 the accountable enterprise owners.
• Maintain the operational documentation and evidence needed to support reviews, audits, risk assessments, and control validation.
• Identify control gaps and operational risks within ECP services and drive remediation through the appropriate owners.

Service Transition, Vendor & Financial Operations

• Define production acceptance criteria and coordinate the transition from pilot, incubation, or project delivery into a sustainable ongoing 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.
• 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.

Skills and Experience to be Successful:

• 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, with strong communication, facilitation, documentation, and executive presentation skills.
• Experience operating Microsoft 365 Copilot, Copilot Studio, Claude, Power Platform, integration platforms, or API management services. Preferred
• Experience with integration architecture, orchestration, reusable connector patterns, event-driven design, and production API lifecycle management. Preferred
• Experience with IT service management, cloud financial operations, vendor management, security controls, and audit support. Preferred
• Relevant certifications in cloud, integration, automation, service management, security, or enterprise architecture. Preferred

Teammate Benefits & Total Well-Being

We go beyond standard benefits, focusing on the total well-being of our teammates, including:

• Health Benefits: Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance  
• Financial Benefits: ESPP; 401k; Student Loan Assistance; Tuition Reimbursement 
• Mental Health & Wellness: Free Mental Health & Enhanced Advocacy Services
• Beyond Benefits: Paid Time Off, Holidays, Preferred Partner Discounts and more. 

Not reflective of all benefits. Enrollment waiting periods or eligibility criteria may apply to certain benefits. Benefit details and offerings may vary for subsidiary entities or in specific geographic locations.

Recruiting Vendor Disclosure Statement

Brown & Brown does not accept unsolicited resumes from external recruiters, recruitment vendors or employment agencies ("Recruiting Vendors"). Recruiting Vendors must have a valid written agreement and received prior written authorization from an authorized Brown & Brown representative before submitting candidates for any publicly posted role. Any unsolicited resumes submitted to Brown & Brown or its employees become the property of Brown & Brown, and no fees will be paid for such submissions. Additional information regarding this policy can be found on our careers page.

The Power To Be Yourself 

As an Equal Opportunity Employer, we are committed to fostering an inclusive environment comprised of people from all backgrounds, with a variety of experiences and perspectives, guided by our Diversity, Inclusion & Belonging (DIB) motto, “The Power to Be Yourself”.