Associate Director - Site Reliability Engineering

Become a part of our caring community   The Associate Director, Site Reliability Engineering leads the planning, design, and engineering of enterprise-level operational excellence, transformation and application onboarding across business and IT areas: Insurance and Data The Associate Director, Site Reliability Engineering provides strategic and operational leadership within Application Reliability Operations Engineering (AROE) to ensure the reliability, availability, resiliency, and operational health of business-critical applications and platforms. The role leads teams responsible for proactive application and platform support , including digital, enrollment, health, data, Contact Center, cloud infrastructure, and BPO/vendor-supported services. The Associate Director establishes clear operational accountability and ensures teams identify and mitigate service risks before they result in business impact. Key Responsibilities • Lead AROE application and platform operations , ensuring reliable and resilient production services. • Champion SRE principles and practices , including observability, reliability engineering, automation, resiliency, and reduction of operational toil. • Drive Operational Excellence (OpEx) through proactive service health management, operational readiness, incident and problem management, root-cause follow-through, and continuous improvement. • Establish a proactive support posture , identifying performance degradation, recurring issues, reliability gaps, and emerging risks before significant business impact. • Provide operational leadership across digital, enrollment, health, data, Contact Center, cloud, and BPO/vendor-supported platforms . • Drive effective incident response and systemic issue management , including clear ownership, escalation, recovery, and learning from production events. • Strengthen accountability across internal technology teams and external partners to ensure operational standards and service expectations are consistently met. • Partner across technology and business organizations to understand service criticality, prioritize operational risk, and improve end-to-end service reliability. • Lead managers and technical professionals while developing a culture of ownership, prevention, reliability, and continuous improvement . • Make decisions involving complex technical and operational issues that may have broad business and technology impact. Use your skills to make an impact   Required Qualifications • 6+ years of relevant technical experience • 6+ years of experience in Site Reliability Engineering (SRE), Production Operations, Platform Engineering, or any related technology disciplines • 2 or more years of management experience • Experience collaborating with technical leads and cross-functional teams to support operational objectives and service reliability. • Must be passionate about contributing to an organization focused on continuously improving consumer experiences Preferred Qualifications • Background in a dedicated Site Reliability Engineering (SRE) organization. • Experience supporting service reliability, operational excellence, resiliency, and automation initiatives. • Experience with cloud platforms and cloud-native technologies . • Knowledge of ITIL practices , including incident, problem, and change management. • Familiarity with Software Testing Life Cycle (STLC) concepts. • Relevant cloud, AI, or automation certifications . Additional Information This is a remote position in United States. Work at Home Requirements: To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and