Sr. Manager, Application Management

About Acrisure: A global fintech leader, Acrisure empowers millions of ambitious businesses and individuals with the right solutions to grow boldly forward. Bringing cutting-edge technology and top-tier human support together, we connect clients with customized solutions across a range of insurance, reinsurance, payroll, benefits, cybersecurity, mortgage services – and more. In the last twelve years, Acrisure has grown in revenue from $38 million to almost $5 billion and employs over 19,000 colleagues in more than 20 countries.

Acrisure was built on entrepreneurial spirit. Prioritizing leadership, accountability, and collaboration, we equip our teams to work at the highest levels possible. Job Summary: The Sr. Manager, Epic Platform Operations leads the four teams responsible for supporting, configuring, reporting on, and improving Applied Epic and its ancillary products across the organization. The role owns day to day platform health and the execution of configuration, release, and reporting work that keeps Epic aligned with how the business operates.

This is a working leadership role. The Sr. Manager sets priorities across support, configuration, reporting, and project demand, keeps commitments realistic against team capacity, and is the escalation point when Epic issues affect business operations. The role partners with operations, service, and integration leadership to turn business needs into practical configuration and reporting solutions, and works directly with Applied Systems and ancillary vendors on defects, enhancements, and upgrades.

The role also builds the team: clear expectations, documented and repeatable processes, cross training, and a culture where people escalate early and fix root causes instead of reworking the same issues. What success looks like in the first year  Support demand is measurable and predictable. Volume, aging, and response times are tracked, reported, and trending in the right direction. Configuration and release changes follow a documented process with testing and business signoff every time, not only on large releases.

Reporting requests move through a defined intake and prioritization process rather than arriving ad hoc through individual relationships. Recurring incident drivers are identified and permanently resolved, with measurable reduction in repeat volume. Acquired agencies onboard to Epic on schedule, with platform team effort planned in advance rather than absorbed reactively. No Epic function depends on a single person.

Cross coverage exists and has been tested. Responsibilities: Team leadership  Lead four teams covering Epic support, ancillary Epic products, Epic reporting, and Epic configuration. Set clear roles, responsibilities, performance expectations, and development paths for supervisors and individual contributors. Assess team capacity and capability, identify gaps, and make the case for resources, training, or structural change.

Build cross coverage and knowledge sharing so no single person is a point of failure. Support and operational excellence  Own day to day support and administration of Applied Epic and its ancillary products. Ensure incidents, service requests, and configuration requests are triaged, prioritized, and resolved against defined service expectations. Serve as the escalation point for complex or business impacting Epic issues.

Analyze recurring issues and support trends, drive to root cause, and reduce repeat volume. Maintain documentation, runbooks, and knowledge articles the team and the business actually use. Configuration, releases, and change  Oversee Epic configuration changes, releases, upgrades, and other significant system changes. Ensure changes are planned, tested, communicated, and supported post release, with business readiness confirmed before go live.

Identify risks, dependencies, and business impacts ahead of implementation, not during it. Coordinate change timing with business stakeholders, technology teams,