Associate Director - Site Reliability Engineering

Role overview Provide strategic and operational leadership for teams responsible for the reliability and health of business-critical applications and platforms. The role spans application and platform operations across digital, enrollment, health, data, contact center, cloud, and vendor-supported services, with a focus on preventing incidents and improving resilience.

Responsibilities - Lead application and platform operations, establishing clear ownership for production service health. - Put site reliability practices into use, including observability, automation, resilience engineering, and reducing operational toil. - Improve operational readiness, service monitoring, incident and problem management, root-cause follow-through, and continuous improvement. - Identify performance degradation, recurring issues, reliability gaps, and emerging risks before they cause significant impact. - Coordinate incident response and systemic issue resolution, ensuring clear escalation, recovery, and learning from events. - Lead managers and technical staff while aligning internal teams and external partners on service expectations.

Requirements - At least six years of technical experience, including six or more years in site reliability engineering, production operations, platform engineering, or a related discipline. - At least two years of management experience. - Experience collaborating with technical leads and cross-functional teams to meet operational objectives and improve service reliability. - Ability to make decisions on complex technical and operational issues with broad business impact. - Interest in improving consumer experiences through reliable technology services.

Nice to have - Experience in a dedicated SRE organization or leading reliability, resilience, automation, and operational excellence initiatives. - Familiarity with cloud platforms, cloud-native technologies, ITIL incident, problem, and change practices, or software testing lifecycle concepts. - Relevant cloud, AI, or automation certifications.

Benefits and work setup Remote within the United States, with occasional travel for training or meetings. The role is scheduled for 40 hours per week and offers a performance-based bonus opportunity, health coverage, retirement savings, and paid leave.