ECP AI & Innovation Ops 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 an 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 it 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.

• 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.

• 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.

• 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.

• 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.

• 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,…