AVP, End User Engineering & Reliability

Key Responsibilities

• Set the engineering and reliability strategy for collaboration, digital workspace, and the platforms connecting them; translate it into a multi-year roadmap aligned to the CTO's AI-first engineering direction.
• Operationalize Reliability Engineering across owned platforms – SLOs, incident standards, RE Squad integration, and run-operations-to-RE alignment - consistent with the firm's RE operating model.
• Drive an AI-first, automation-first engineering culture - AI-first SDLC standards, infrastructure-as-code, automated and agentic remediation, release pipelines, and the systematic elimination of manual toil.
• Build end-to-end observability and digital employee experience monitoring; make platform and experience health visible, predictive, and tied to business impact.
• Lead, grow, and modernize a team of engineering directors and their organizations - raising the bar on technical depth, AI-first engineering practice, and reliability ownership.
• Partner with security, identity, networking, infrastructure, and the Reliability Engineering community to deliver resilient, compliant, performant employee technology.
• Own vendor and platform relationships from a position of engineering strength; ensure roadmaps, SLAs, and integrations meet our reliability and experience standards.
• Define and report the Key Results that matter - availability and reliability (SLOs/SLIs, error budgets), AI-first adoption, digital employee experience, and toil/automation ratios - and review progress against OKRs with executive leadership on a regular cadence.

Required Qualifications

• 12+ years in technology engineering and operations, including 5+ years leading multi-team engineering organizations (managing managers/directors).
• Proven record driving an AI-first or AI-assisted engineering transformation at scale - embedding AI and automation into how engineering teams build and operate.
• A track record building or transforming a reliability engineering practice - SLOs, incident management, and measurable toil reduction.
• Deep engineering background in collaboration and/or digital workspace platforms (Microsoft 365/Teams, voice, endpoint/EUC, virtual desktop, productivity tooling).
• Hands-on credibility with automation and observability tooling.
• Experience shifting an organization from operations-led to engineering-led delivery, including vendor and managed-service environments.
• Experience leading through OKRs and outcome-based goal setting.
• Enterprise-scale experience in a regulated industry (financial services/insurance preferred).

Preferred Qualifications

• Familiarity with agentic operations / agentic Reliability Engineering and applying AI to operational decision-making.
• Experience standing up Digital Employee Experience (DEX) measurement and using it to drive investment.
• Background in product-management practices applied to internal platforms.
• Familiarity with chaos/resilience engineering and large-scale capacity planning.

Leadership Competencies

• Engineering depth paired with executive presence - credible with both engineers and the C-suite.
• Builds high-performing, AI-first engineering cultures and raises talent bars.
• Operates through OKRs and outcome-based goal-setting - sets ambitious objectives, holds the team to measurable results, and adjusts based on data.
• Bias toward automation, measurement, and accountability over manual effort and escalation.
• Comfortable driving change through established teams and entrenched operating models.