Sr Manager, Digital Experience GenAI PlatformsOperations

Weare on the lookout for a dynamic Sr Manager, DX GenAIPlatforms Operations to lead the operational excellenceof the Mars GenAI platform within our digital experience ecosystem.This pivotal role will serve as the backbone of the Mars GenAIplatform, ensuring its seamless performance, compliance, andscalability to effectively meet the diverse and evolving demandsacross various segments.

The Senior Manager willplay a crucial role in bridging the gap between cutting-edge AIinnovations and enterprise-grade service delivery. By implementingrobust LLMOps practices and ensuring strict governance alignment,this leader will champion operational excellence while adhering toMars' Responsible AIprinciples.

With this criticalrole in place, we anticipate enhanced integration of Generative AIdeployments, consistent AI performance, and the unlocking oftransformative AI-driven initiatives. This proactive approach willempower Mars to scale digital experiences with the trust andagility that our stakeholders expect, positioning us at theforefront of innovation in the digital landscape. Join us inshaping the future of digital experiences at Mars, where innovationmeetsresponsibility.

• Bachelor's or Master'sdegree in Computer Science, Engineering, Data Science, or a relatedtechnical field
• 8+ years of experience inenterprise technology roles, with 3-5 years focused on platformoperations or service management
• Hands-onexperience with managing GenAI/ML platforms and LLM-based services(e.g., OpenAI, Anthropic, Azure OpenAI, HuggingFace)
• Proven track record in implementing andscaling MLOps or LLMOps practices in a productionenvironment
• Certifications in cloud platforms(e.g., Azure, AWS, GCP) and/or ITIL Service Managementpreferred
• Advanced coursework or certificationsin AI/ML, MLOps, or LLMOps is a strongplus
• Ongoing learning and participation inGenAI or platform operations communities isencouraged
• Strong understanding of AIgovernance, data privacy, and Responsible AIframeworks
• Experience with AI/ML frameworkssuch as TensorFlow, PyTorch, LangChain, or similartechnologies
• Demonstrated ability to leadcross-functional teams and operate within complex enterpriseecosystems
• Familiarity with monitoring,observability, and platform telemetry tools (e.g., Prometheus,Grafana, Azure Monitor)
• Exceptionalcommunication and stakeholder engagement skills to partner withbusiness, technical, and governanceteams
• Experience managing platform SLAs,incident management, and continuous improvement cycles inhigh-availability environments
• Ability tobalance strategic thinking with hands-on execution in a fast-paced,evolving landscape
• Professional proficiency inEnglish

Inthis pivotal role, you will collaborate closely with senior leadersacross our organization to drive service management excellence. Youwill oversee the comprehensive management and operations of ourGenAI platforms, ensuring scalability, value creation, andalignment with business objectives. Your key responsibilities willinclude:

• Platform Operations& Reliability
  • Lead thecomprehensive operations of the Mars AI eXperiences (MAX) Platform,ensuring high availability, scalability, and optimal performance ofGenAI services across global businessunits.
  • Implement strategies to enhance platformreliability and resilience, proactively addressing potentialchallenges.
• LLMOpsImplementation
  • Develop andoperationalize Large Language Model Operations (LLMOps) practices,encompassing model deployment, monitoring, versioning, rollback,and performance tuning at scale.
  • Ensureefficient management of AI models to maximize their effectivenessand businessimpact.
• ServiceManagement & Support
  • Establish andmanage robust service management processes, including incidentmanagement, service-level agreements (SLAs), change management, andcontinuous service improvement for GenAIplatforms.
  • Drive excellence in service deliverythrough proactive support and managementstrategies.
• Governance& Compliance Alignment
  • Ensureplatform adherence to Responsible AI, data privacy, security, andcompliance policies by collaborating with Segment, Corporate,Enterprise Architecture (EA), and the GenAI Center of Excellence(COE) governance bodies.
  • Implement frameworksto uphold ethical and secure AIpractices.
• PlatformRoadmap Execution
  • Operationalize theGenAI platform roadmap by translating strategic priorities intoscalable and secure service offerings, infrastructure improvements,and automation pipelines.
  • Drive the executionof initiatives that align with organizational goals and enhanceplatformcapabilities.
• Cross-SegmentEnablement
  • Partner with DX GenAIplatform and product teams, developers, and business stakeholdersto enable AI-driven solutions through reusable services, templates,SDKs, and APIs that accelerateinnovation.
  • Foster collaboration to drivecross-segment AI adoption andinnovation.
• Monitoring,Observability & Reporting
  • Trackkey performance indicators (KPIs) for platform and productutilization, model effectiveness, and businessimpact.
  • Implement proactive monitoring,observability, and telemetry frameworks to ensure platform health,usage tracking, cost transparency, and early issuedetection.
• OperationalReadiness & Change Adoption
  • Driveoperational readiness for new features and AI models throughrunbooks, support enablement, risk assessments, and changecommunication across stakeholders.
  • Ensuresmooth transitions and adoption of new technologies within theorganization.
• Incident& Problem ManagementLeadership
  • Lead root cause analysis,post-mortems, and continuous improvement efforts for platformincidents or performance degradation to strengthenresilience.
  • Implement strategies to preventrecurrence and enhance platformstability.
• AIFluency & Evangelism
  • Promote AIfluency within the broader organization by sharing best practices,operational playbooks, and success stories from GenAI platformadoption.
  • Advocate for AI-driventransformations and educate stakeholders on the benefits andapplications of AItechnologies.
• StakeholderEngagement
  • Serve as the primaryliaison between business segments, DX Leadership, GenAI COE,technology, and GDO teams to drive alignment on GenAIinitiatives.
  • Educate and influence seniorexecutives, advocating for AI-driven transformations whileaddressing concerns around risks, ethics, andcompliance.
• Collaborationwith Other Technology Teams
  • Workclosely with Enterprise Architecture, Data, Cloud, Security, andResponsible AI teams to integrate the GenAI platform within thebroader technology ecosystem.
  • Align withplatform engineering teams to ensure scalable infrastructure thatsupports AI workloads efficiently.
  • Partner withexternal AI providers and research institutions to stay ahead ofadvancements and incorporate cutting-edge capabilities into theplatform.
• ResponsibleAI & Compliance
  • Champion ethicalAI practices, ensuring all deployed GenAI models adhere to Mars'Responsible AI framework and regulatorystandards.
  • Implement bias detection,explainability, and risk mitigation mechanisms to ensure fair,accountable, and transparent AIapplications.
  • Stay abreast of global AIregulations and compliance requirements, ensuring platformreadiness for evolving legallandscapes.
• Budget& Financial Oversight
  • Manage theDX Engineering team's financial planning and budget allocation forGenAI initiatives, including planned platform costs and vendorpartnership costs.
  • Ensure cost-effectivedelivery by optimizing resources, tracking expenditures, andidentifying opportunities for efficiency gains while aligning withbusiness objectives and financialconstraints.

• Work with diverse andtalented Associates, all guided by the FivePrinciples.
• Join a purpose driven company,where we're striving to build the world we want tomorrow,today.
• Best-in-class learning and developmentsupport from day one, including access to our in-house MarsUniversity.
• An industry competitive salary andbenefits package, including companybonus.

Marsis an equal opportunity employer and all qualified applicants willreceive consideration for employment without regard to race, color,religion, sex, sexual orientation, gender identity, nationalorigin, disability status, protected veteran status, or any othercharacteristic protected by law. If you need assistance or anaccommodation during the application process because of adisability, it is available upon request. The company is pleased toprovide such assistance, and no applicant will be penalized as aresult of such a request.