Director, AI Products & Platform (Global Operations AI) (Toronto)

Director, AI Products & Platform

The Director, AI Products & Platform will build and scale reusable AI capabilities across Global Operations accelerating the path from development to production and enabling consistent adoption across segments.

You will partner with Enterprise AI and Technology teams to define platform standards (APIs, evaluation patterns, deployment templates, connectors) and deliver production-ready AI solutions that are safe, reliable, and measurable.

Responsibilities

• Reusable capability execution: Deliver reusable capabilities such as document intelligence, knowledge assistants, and agent-enabled workflow components that scale across Operations.
• Platform standards: Define and maintain standards including reusable APIs, evaluation harnesses, deployment templates, and connector patterns to reduce rework and accelerate delivery.
• Production readiness & reliability: Coordinate readiness planning (technical, operational, governance) and improve deployment reliability through continuous process improvement.
• Adoption & telemetry: Define success metrics and use telemetry/feedback loops to improve performance and adoption over time.
• Transformation roadmaps: Translate strategy into multi-quarter roadmaps, sequencing initiatives based on value, feasibility, dependencies, and adoption readiness.
• Standards & playbooks: Develop and maintain common playbooks that improve consistency (intake criteria, value sizing, measurement, adoption readiness).
• Cross-functional leadership: Translate Operations needs into product requirements, manage dependencies, and support release planning with risks and recommendations.

Required Qualifications

• 8+ years of experience in product management, platform delivery, AI/ML engineering, or technology programs with demonstrated production delivery outcomes.
• Strong understanding of AI platforms and modern AI solution patterns, including evaluation and monitoring considerations.
• Ability to lead across teams without direct authority; strong written and verbal communication skills.
• Comfort working in ambiguity and driving structured execution across multiple concurrent workstreams.
• Familiarity with AI capabilities and limitations sufficient to assess prospect feasibility and delivery implications.
• Hands‑on experience with at least one: cloud-native AI/ML platforms, large language model integration (RAG, agents, evaluation), or intelligent document processing at enterprise scale.

Preferred Qualifications

• Experience with platform adoption measurement, reusable component catalogs, and internal developer enablement.
• Familiarity with MLOps/LLMOps, CI/CD, observability, and model governance practices.
• Understanding of evaluation frameworks for LLM-based systems (accuracy, groundedness, latency, cost).
• Financial services / regulated industry experience strongly preferred.

Location and Compensation

Location: Toronto, Ontario (Hybrid). Salary range expected to be between CAD113,260.00 – CAD210,340.00. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training.

Benefits

• Health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans.
• Retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources.
• Paid time off program in Canada includes holidays, vacation, personal, and sick days, and full range of statutory leaves of absence.
• Additional benefits may be offered in specific geographic locations.

Equal Opportunity Employer

Manulife is an Equal Opportunity Employer. At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law. It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies.