Job Description: We are on the lookout for a dynamic Sr Manager, DX GenAI Platforms Operations to lead the operational excellence of the Mars GenAI platform within our digital experience ecosystem. This pivotal role will serve as the backbone of the Mars GenAI platform, ensuring its seamless performance, compliance, and scalability to effectively meet the diverse and evolving demands across various segments. The Senior Manager will play a crucial role in bridging the gap between cutting-edge AI innovations and enterprise-grade service delivery. By implementing robust LLMOps practices and ensuring strict governance alignment, this leader will champion operational excellence while adhering to Mars' Responsible AI principles. With this critical role in place, we anticipate enhanced integration of Generative AI deployments, consistent AI performance, and the unlocking of transformative AI-driven initiatives. This proactive approach will empower Mars to scale digital experiences with the trust and agility that our stakeholders expect, positioning us at the forefront of innovation in the digital landscape. Join us in shaping the future of digital experiences at Mars, where innovation meets responsibility. What are we looking for? Bachelor’s or Master’s degree in Computer Science, Engineering, Data Science, or a related technical field 8 years of experience in enterprise technology roles, with 3–5 years focused on platform operations or service management Hands-on experience with managing GenAI/ML platforms and LLM-based services (e.g., OpenAI, Anthropic, Azure OpenAI, Hugging Face) Proven track record in implementing and scaling MLOps or LLMOps practices in a production environment Certifications in cloud platforms (e.g., Azure, AWS, GCP) and/or ITIL Service Management preferred Advanced coursework or certifications in AI/ML, MLOps, or LLMOps is a strong plus Ongoing learning and participation in GenAI or platform operations communities is encouraged Strong understanding of AI governance, data privacy, and Responsible AI frameworks Experience with AI/ML frameworks such as TensorFlow, PyTorch, LangChain, or similar technologies Demonstrated ability to lead cross-functional teams and operate within complex enterprise ecosystems Familiarity with monitoring, observability, and platform telemetry tools (e.g., Prometheus, Grafana, Azure Monitor) Exceptional communication and stakeholder engagement skills to partner with business, technical, and governance teams Experience managing platform SLAs, incident management, and continuous improvement cycles in high-availability environments Ability to balance strategic thinking with hands-on execution in a fast-paced, evolving landscape Professional proficiency in English What will be your key responsibilities? In this pivotal role, you will collaborate closely with senior leaders across our organization to drive service management excellence. You will oversee the comprehensive management and operations of our GenAI platforms, ensuring scalability, value creation, and alignment with business objectives. Your key responsibilities will include: Platform Operations & Reliability Lead the comprehensive operations of the Mars AI eXperiences (MAX) Platform, ensuring high availability, scalability, and optimal performance of GenAI services across global business units. Implement strategies to enhance platform reliability and resilience, proactively addressing potential challenges. LLMOps Implementation Develop and operationalize Large Language Model Operations (LLMOps) practices, encompassing model deployment, monitoring, versioning, rollback, and performance tuning at scale. Ensure efficient management of AI models to maximize their effectiveness and business impact. Service Management & Support Establish and manage robust service management processes, including incident management, service-level agreements (SLAs), change management, and continuous service improvement for GenAI platforms. Drive excellence in service delivery through proactive support and management strategies. Governance & Compliance Alignment Ensure platform adherence to Responsible AI, data privacy, security, and compliance policies by collaborating with Segment, Corporate, Enterprise Architecture (EA), and the GenAI Center of Excellence (COE) governance bodies. Implement frameworks to uphold ethical and secure AI practices. Platform Roadmap Execution Operationalize the GenAI platform roadmap by translating strategic priorities into scalable and secure service offerings, infrastructure improvements, and automation pipelines. Drive the execution of initiatives that align with organizational goals and enhance platform capabilities. Cross-Segment Enablement Partner with DX GenAI platform and product teams, developers, and business stakeholders to enable AI-driven solutions through reusable services, templates, SDKs, and APIs that accelerate innovation. Foster collaboration to drive cross-segment AI adoption and innovation. Monitoring, Observability & Reporting Track key performance indicators (KPIs) for platform and product utilization, model effectiveness, and business impact. Implement proactive monitoring, observability, and telemetry frameworks to ensure platform health, usage tracking, cost transparency, and early issue detection. Operational Readiness & Change Adoption Drive operational readiness for new features and AI models through runbooks, support enablement, risk assessments, and change communication across stakeholders. Ensure smooth transitions and adoption of new technologies within the organization. Incident & Problem Management Leadership Lead root cause analysis, post-mortems, and continuous improvement efforts for platform incidents or performance degradation to strengthen resilience. Implement strategies to prevent recurrence and enhance platform stability. AI Fluency & Evangelism Promote AI fluency within the broader organization by sharing best practices, operational playbooks, and success stories from GenAI platform adoption. Advocate for AI-driven transformations and educate stakeholders on the benefits and applications of AI technologies. Stakeholder Engagement Serve as the primary liaison between business segments, DX Leadership, GenAI COE, technology, and GDO teams to drive alignment on GenAI initiatives. Educate and influence senior executives, advocating for AI-driven transformations while addressing concerns around risks, ethics, and compliance. Collaboration with Other Technology Teams Work closely with Enterprise Architecture, Data, Cloud, Security, and Responsible AI teams to integrate the GenAI platform within the broader technology ecosystem. Align with platform engineering teams to ensure scalable infrastructure that supports AI workloads efficiently. Partner with external AI providers and research institutions to stay ahead of advancements and incorporate cutting-edge capabilities into the platform. Responsible AI & Compliance Champion ethical AI practices, ensuring all deployed GenAI models adhere to Mars’ Responsible AI framework and regulatory standards. Implement bias detection, explainability, and risk mitigation mechanisms to ensure fair, accountable, and transparent AI applications. Stay abreast of global AI regulations and compliance requirements, ensuring platform readiness for evolving legal landscapes. Budget & Financial Oversight Manage the DX Engineering team’s financial planning and budget allocation for GenAI initiatives, including planned platform costs and vendor partnership costs. Ensure cost-effective delivery by optimizing resources, tracking expenditures, and identifying opportunities for efficiency gains while aligning with business objectives and financial constraints. What can you expect from Mars? Work with diverse and talented Associates, all guided by the Five Principles. Join a purpose driven company, where we’re striving to build the world we want tomorrow, today. Best-in-class learning and development support from day one, including access to our in-house Mars University. An industry competitive salary and benefits package, including company bonus. TBDDT Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.