The Manager, Digital Operations & AI Enablement provides strategic leadership for enterprise platforms supporting collaboration, communications, project management, and artificial intelligence. This role oversees a blended team, ensures governance and change enablement, and optimizes user experience across digital systems. Responsibilities include privileged access to sensitive HR and payroll data, supporting AI tool deployment, and maintaining operational continuity—including after-hours support and occasional travel to align global operations.
This position will operate under Hybrid work arrangement, reporting at least 3 days per week to an Acosta Office.
Responsibilities- Own end‑to‑end support, operations, and continuous improvement of the Microsoft Power Platform ecosystem, including Power Automate, Power BI, Copilot Studio, and Project Operations.
- Serve as the primary operational lead for AI‑enabled Power Platform solutions in production, supporting 500+ active users across enterprise teams.
- Provide day‑to‑day oversight and technical direction to a contractor‑heavy team, including Automation Engineers and AI/LLM resources; manage work prioritization and delivery quality.
- Lead production support and break/fix resolution for employees building or extending solutions on the Power Platform, ensuring stability without stifling innovation.
- Support the enterprise rollout, adoption, and ongoing enhancement of Project Operations as a strategic replacement for tools such as Asana, Monday.com, and future CRM sunsets.
- Partner with stakeholders to rebuild and modernize reporting and insights, leveraging Power BI and AI‑assisted analytics.
- Act as a hands‑on problem solver, routinely stepping between strategic planning, technical troubleshooting, system configuration, and solution design.
- Coordinate delivery and support across multiple time zones, ensuring seamless workload transitions and reliable operational coverage.
- Education: Bachelor’s degree in Information Systems, Technology, Business, or a related field preferred (or equivalent practical experience).
- Experience: 4 or more years supporting enterprise digital platforms, digital operations, or IT service delivery in a corporate environment.
- Platform Expertise: Hands-on experience with Microsoft digital platforms, including Power Platform (i.e. Power Automate, Power BI, Copilot Studio, Project Operations), Microsoft 365, and/or ServiceNow.
- AI & Automation Enablement: Experience supporting the testing, deployment, or adoption of AI-assisted tools, automation workflows, or digital assistants to improve operational efficiency.
- Operational Delivery: Strong understanding of production support, incident response, deployment coordination, and operational workflows in a live enterprise environment.
- Governance & Change: Working knowledge of platform governance, change enablement, lifecycle management, and service management practices.
- Collaboration & Communication: Ability to partner effectively with technical and non-technical stakeholders, translate requirements, and support global teams across multiple regions.
Leadership Exposure: Experience serving as a player-coach in team lead or workstream coordinator capacity, including escalation management, light oversight of contractors or peers, and delivery and execution accountability.
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Skills Required
- 4+ years supporting enterprise digital platforms, digital operations, or IT service delivery
- Hands-on experience with Microsoft Power Platform (Power Automate, Power BI, Copilot Studio, Project Operations)
- Experience with Microsoft 365 and/or ServiceNow
- Experience supporting testing, deployment, or adoption of AI-assisted tools, automation workflows, or digital assistants
- Strong knowledge of production support, incident response, deployment coordination, and operational workflows
- Working knowledge of platform governance, change enablement, lifecycle management, and service management practices
- Ability to collaborate with technical and non-technical stakeholders and support global teams across regions
- Experience serving as a player-coach or team lead with oversight of contractors and escalation management
- Bachelor's degree in Information Systems, Technology, Business, or related field (or equivalent practical experience)
What We Do
Acosta is an integrated sales and marketing services provider that enables consumer packaged goods brands and retailers to win in the modern marketplace by delivering progressive solutions and exceptional service. With more than 90 years of experience, Acosta understands evolving consumer needs and helps its clients and customers stay a step ahead, fueling their accelerated performance. For more information, please visit www.acosta.com.
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