Information Technology Manager, Data and AI Operations

About the role

The Manager, Data and AI Operations plays a key role in the Enterprise Data Office (EDO) organization, delivering 24/7 Production Data Support for all Data Load processes to the company’s Analytical and AI Environments. This position supports, influences, and communicates the mission, goals, objectives, and practices of the department, technology group, and company. The role demonstrates leadership across multiple projects, peer groups, and departments in thought, initiative, responsibility, teamwork, actions, and culture. The ideal candidate will be an innovative problem-solver with a passion for developing and managing high-performing teams.

Responsibilities

• Manage end-to-end operations of data loading processes/jobs across all data & AI platforms, including the Enterprise Data Warehouse, Data Lakes, AI/Machine Learning, Data Pipelines, ETL, Business Intelligence, and Streaming Platforms.
• Manage AWS-based cloud infrastructure, data engineering, and data operations.
• Develop and implement comprehensive strategies that drive data processing and operations success.
• Supervise and manage all aspects of direct reports' performance, including coaching, providing direction, staffing, delivering reviews, setting aligned objectives, and time reporting. The team is spread across the US and India to provide 24/7 coverage.
• Lead and motivate teams to achieve objectives and manage multiple projects simultaneously.
• Ensure each deliverable contributes to customers' business goals and maintains high customer satisfaction.
• Collaborate with portfolio Directors, General Managers, Managers, Development teams, Architects, and other stakeholders on deliverables and support.
• Lead a group of individual contributors responsible for providing 24/7 support for all load jobs that add data to the Enterprise Data and AI Technology Data Analytical Environments. This includes supporting code in multiple areas (Informatica, Python, Teradata DB, AWS, Databricks), technical support, issue resolution, report creation, monitoring service levels, enhancing program code, and interfacing for customer service issues.
• Ensure company standards and procedures are adopted and implemented.
• Consult with other technology groups to ensure support requirements are met.
• Review and approve group changes and additions, supporting Enterprise Change Management.
• Stay abreast of industry trends through benchmarking and participation in professional associations.
• Communicate the departmental leadership vision/strategy and manage people and technology accordingly.
• Monitor metrics, problems, and trends to determine solutions and required process changes that improve efficiency.
• Support AI use cases, especially from a support perspective.
• Familiarize with cloud data platforms (e.g., Teradata, Databricks, Snowflake) and AWS Architecture and usage.
• Be responsible for cloud cost management and improving efficiency.
• Provide guidance to software engineering teams developing and enhancing applications that combine enterprise data with analytical models.
• Mentor teams to deliver applications aligned with agile methodology and encourage frequent stakeholder engagement.
• Encourage regular participation by business stakeholders in the software development process to ensure applications meet business needs and are prioritized by value.
• Consistently prioritize safety and security of self, others, and personal data.
• Embrace diverse people, thinking, and styles.

Requirements

• High school diploma, GED, or high school equivalency.
• At least 18 years of age with authorization to work in the United States.
• Strong technical and non-technical communication skills; fosters open communication and ensures timely transmission of critical information.
• Dedication to meeting the expectations and requirements of internal and external customers; builds effective customer relationships.
• Integrity and trust; presents truth in an appropriate and helpful manner, keeps confidences, and admits mistakes.
• Ability to motivate others; creates a climate where people want to do their best and empowers team members.
• Personal accountability; accepts responsibility for tasks, decisions, and actions of self and staff.
• Priority setting; focuses on what's important and eliminates trivial tasks.
• Perseverance; pursues tasks with energy and drive, seldom giving up before finishing.
• Work commitment; gets results despite a large workload, shows urgency, and takes initiative to overcome roadblocks.
• Strategic agility; anticipates future consequences and trends accurately and has broad knowledge and perspective.
• Technical credibility; stays ahead of technical developments and is seen as a thought leader.
• Understanding of AWS architecture and design.

Qualifications

• Advanced degree in Science, Statistics, Engineering, Business Administration, or a similar field of study (preferred).
• Understanding of Large Language Models (LLMs) and Generative AI methodologies like RAG, Vector Stores (preferred).
• Experience with MLOps tooling such as MLflow (preferred).
• Airline industry experience (preferred).