Manager, ML Ops

Are you looking to make an impactful difference in your work, yourself, and your community? Why settle for just a job when you can land a career? At ICW Group, we are hiring team members who are ready to use their skills, curiosity, and drive to be part of our  journey as we strive to transform the insurance  carrier space. We're proud to be in business for over 50 years, and its change agents like yourself that will help us continue to deliver our mission to create the best insurance experience possible.

Headquartered in San Diego with regional offices located throughout the United States, ICW Group has been named for ten consecutive years as a Top 50 performing P&C organization offering the stability of a large, profitable and growing company combined with a focus on all things people. It's our team members who make us an employer of choice and the vibrant company we are today. We strive to make both our  internal and external communities better everyday! Learn more about why you want to be here!

PURPOSE OF THE JOB

The Manager of Machine Learning Operations (ML Ops) is responsible for the day-to-day leadership of the ML Ops and Enablement Platforms team, implementing technological initiatives with business goals to deliver scalable, efficient solutions across the enterprise. This role is responsible for contributing towards the design, implementation, and execution of the ML Ops cloud capabilities. This role oversees the development, integration, and continuous improvement of key platforms, with a strong emphasis on SaaS solutions. In addition to cloud-based ML Ops infrastructure design and execution, the manager will be accountable for the performance and evolution of critical enablement tools such as OpenText ECM, UC4 workload automation, and InRule, driving innovation in automation and content management workflows to support enterprise-wide growth and agility.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Develops and manages enablement platform portfolios for each department.

• Leads and mentors a team of ML Ops engineers in designing, building, and maintaining scalable infrastructure and tooling to support the full machine learning lifecycle.

• Establishes best practices and standards for model deployment, versioning, monitoring, CI/CD pipelines, and related automation.

• Collaborates with data scientists, ML engineers and enterprise platform teams to streamline workflows and ensure integration of ML solutions into production.

• Leads and expands the ML Ops Platform team, with an emphasis on delivery, team building, and technical leadership.

• Manages the daily operations of enterprise enablement platforms, ensuring consistent performance, timely issue resolution, and alignment with business needs.

• Oversees the configuration, maintenance, and enhancement of platforms such as OpenText ECM, UC4 workload automation, and InRule to support automation and workflow efficiency.

• Coordinates platform updates, patching schedules, and system integrations to minimize downtime and ensure seamless functionality across teams.

• Implements and monitors operational procedures and standards for platform usage, focusing on reliability, usability, and compliance.

• Supports cross-functional teams by enabling platform capabilities that streamline business processes and reduce manual effort.

• Handles vendor coordination, licensing, and support escalations for third-party tools like JIRA and InRule to ensure service continuity and value.

• Tracks and reports on platform performance metrics, identifying areas for improvement and implementing corrective actions as needed.

• Maintains documentation for platform configurations, operational procedures, and user guides to support knowledge sharing and onboarding.

• Leads a team of platform specialists, providing hands-on guidance, task prioritization, and performance feedback to ensure operational excellence.

• Facilitates onboarding and training for new team members, ensuring they are equipped to manage and support enablement platforms effectively. 

• Provides support and integration of legacy systems, ensuring continued functionality while facilitating modernization efforts.

Develops and leads a team of ML Ops and Enablement Platform professionals.

• Provides tactical direction to the MP Ops and Enablement Platforms team, communicating organizational mission and values, building strategic roadmaps and setting standards for performance excellence.

• Establishes a collaborative team culture, ensuring high engagement, recognition, and retention of team members. Ensures leadership practices promote development and high performance.

• Manages hiring, onboarding, and training for incoming staff, setting expectations and developing career paths to build a resilient and skilled team.

SUPERVISORY RESPONISBILITIES

Directly supervises team members and carries out supervisory responsibilities in accordance with company policies and applicable laws. These responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; conducting performance and salary reviews; rewarding and disciplining employees; addressing complaints and resolving problems; coaching, mentoring, and developing team members to further their skills and knowledge; creating and monitoring development plans; setting performance expectations/goals; forecasting staffing needs and planning for peak times and absences; enforcing department policies and procedures.

EDUCATION AND EXPERIENCE

• Bachelor's degree in Computer Science, Information Systems, or a related field required.

• Minimum of 10 years of relevant experience in IT or enablement platforms, including 5 years in management roles.

• Minimum of 5 years ML Ops experience in a technical leadership capacity, with demonstrated experience designing and building cloud ML Ops systems.

• Experience in systems design, from business requirements analysis through day-to-day platform management, is required.

CERTIFICATES, LICENSES, REGISTRATIONS

• Certifications such as Certified DataOps Professional, TOGAF® 9 Certified – Enterprise Architecture, or ITIL® 4 Leader: Digital & IT Strategy desirable and considered a plus.

KNOWLEDGE AND SKILLS

• Expertise in optimizing automation workflows and operational processes, ensuring efficiency and scalability.

• Skilled in tactical and operational planning, budgeting, project management, and policy development to support organizational initiatives.

• Proficiency in Microsoft Office Suite and strong communication skills to enable effective collaboration across all levels.

• Possess excellent problem-solving and time management abilities, driving innovation and continuous improvement in automation and operational strategies.

• Proficient in maintaining, troubleshooting, and evolving older technologies to align with current operational needs, minimizing disruptions and optimizing system performance.

• 5+ years of demonstrated experience building and executing Agile Scrum for IT Cloud teams and initiatives, with a focus on process refinement and advocacy of Agile methodologies in an IT environment that is in the Agile adoption phase

PHYSICAL DEMANDS

The employee may need to sit in front of a computer for a period of time. While performing the duties of this job, the employee may occasionally need to reach, stoop, kneel, crouch, or crawl.  The employee may need to lift and/or move up to 25 pounds.

WORK ENVIRONMENT 

This position operates in an office environment and requires the frequent use of a computer, telephone, copier, and other standard office equipment. The noise level in the office is usually moderate.

We are currently not offering employment sponsorship for this opportunity.

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The current range for this position is

This range is exclusive of fringe benefits and potential bonuses.  If hired at ICW Group, your final base salary compensation will be determined by factors unique to each candidate, including experience, education and the location of the role and considers employees performing substantially similar work.

WHY JOIN ICW GROUP?
•    Challenging work and the ability to make a difference
•    You will have a voice and feel a sense of belonging
•    We offer a competitive benefits package, with generous medical, dental, and vision plans as well as 401K retirement plans and company match
•    Bonus potential for all positions
•    Paid Time Off with an accrual rate of 5.23 hours per pay period (equal to 17 days per year)
•    11 paid holidays throughout the calendar year
•    Want to continue learning? We’ll support you 100%

ICW Group is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer. ICW Group will not discriminate against an applicant or employee on the basis of race, color, religion, national origin, ancestry, sex/gender, age, physical or mental disability, military or veteran status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other characteristic protected by applicable federal, state or local law.

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