Director, Technical Operations

About the Role

Lead global technology operations for Coca-Cola’s MarTech and AdTech platforms, with end-to-end accountability for Level 2 incident resolution, platform reliability, and operational excellence across all regions. This role brings an AI-augmented, agent-driven approach to operations, focusing on monitoring, detection, diagnosis, and automated remediation of systems and platforms worldwide. The Director is a technologist who partners with development teams and leads a team building and maintaining AI agents for operational efficiency.

Responsibilities

• Own global Level 2 (L2) operations and incident resolution for MarTech/AdTech platforms, leading a follow-the-sun team to deliver high reliability, fast resolution, and a strong service experience.
• Lead the team that builds and maintains AI agents for monitoring and operations, including agentic detection, event correlation, alert-noise reduction, automated triage, root-cause analysis, and self-healing remediation.
• Drive the shift from traditional ticket processing to AI-augmented operations, redesigning workflows, runbooks, and team roles around GenAI capabilities and intelligent automation.
• Stay deeply technical, partnering with development teams on observability, instrumentation, reliability fixes, and operability of new releases.
• Advance observability and reliability maturity (SRE/SLOs), improving telemetry, incident-response readiness, and root-cause-analysis discipline.
• Establish guardrails and governance for operational AI, ensuring safe agent behavior with human-in-the-loop controls and resilience against unsafe actions.
• Build and lead a tech-savvy, GenAI-literate operations team, upskilling talent toward AIOps, automation, and agent operations.
• Identify systemic bottlenecks in reliability, performance, cost, and operational toil, leading improvements across the global platform estate.
• Partner with Engineering, Product, Security, and regional stakeholders to align on operational readiness and release operability.
• Define and report operational metrics (MTTR, MTTD, uptime/SLOs, automation rate, ticket deflection, cost-to-serve) to leadership, demonstrating business value.

Requirements

• 10+ years of experience in technology operations or engineering, including leadership of L2/production operations or SRE for large-scale, high-availability platforms.
• Hands-on technical depth in cloud platforms (GCP, AWS, or Azure), distributed systems, APIs, and modern observability tooling.
• Demonstrated experience applying AI/ML and GenAI to operations, including anomaly detection, event correlation, automated remediation, and AI agents.
• GenAI literacy: familiarity with LLM integration, agent frameworks, RAG, evaluation, guardrails, and security/cost disciplines for AI in production.
• Operational rigor in incident management, on-call, runbook automation, CI/CD, and reliability engineering, with a track record of reducing MTTR and manual toil.
• Proven ability to modernize traditional support/operations into an automated, outcome-driven model, including team upskilling.
• Experience leading globally distributed operations teams, including in-house and vendor talent across regions.
• Strong written and verbal communication, able to align stakeholders and translate operational performance into business outcomes.
• Bachelor’s degree in engineering, computer science, or related field; advanced degree preferred. Equivalent experience may be considered.

Benefits

• Exposure to global technology leaders, expanding your network and access to emerging technologies.
• Opportunity to develop and maintain global connections to accelerate learning and innovation.
• Agile work environment with management support for experimentation, iteration, and barrier removal.

Note: The Coca-Cola Company will not offer sponsorship for employment-based nonimmigrant visas (e.g., H1-B) for this position. Applicants must be authorized to work in the United States on a full-time basis.

Pay

Base pay range: 171,000 USD – 198,000 USD. Offer may vary based on geography, job-related knowledge, skills, and experience. Includes a full range of medical, financial, and other benefits. Annual incentive target is 30% of base pay, based on market competitiveness and performance.

Schedule

Location: Atlanta, USA. Travel required: 0% – 25%. Relocation assistance is not provided for this role.