Senior Manager-Frontline Support Engineering

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do.

Join Fortune 7 CVS Health as a Sr. Manager, Frontline Support Engineering to lead our organization’s efforts to develop and drive strategic vision in establishing the CVS Digital team. The Senior Manager is responsible for leading and scaling a high‑performing customer and/or technical support organization. This role oversees L1 support operations, ensuring exceptional customer experience, rapid issue resolution, and continuous service improvement.

• Operational Leadership:
  Lead and manage front‑line support teams to deliver high‑quality, timely, and customer‑centric support.
• Proactive troubleshooting, root cause analysis, and executive communications.
• Own the P1/P2 incident response process, driving rapid remediation within restricted environments.
• Establish and monitor KPIs (e.g., SLA adherence, response time, CSAT, ticket backlog).
• Ensure 24/7 support coverage where applicable, including workforce planning and scheduling.
• Proactively monitor local telemetry and performance metrics (TPS, latency drift) using Prometheus or similar tools to identify bottlenecks before they impact production.
• Team Management & Development:
  Hire, coach, mentor, and retain top support talent.
• Build career paths, training programs, and succession plans for team members.
• Foster a culture of accountability, collaboration, and continuous learning.
• Customer Experience Excellence:
  Drive initiatives to improve customer satisfaction and reduce friction in support interactions.
• Act as an escalation point for critical or high‑impact customer issues.
• Implement feedback loops to capture customer insights and improve service delivery.
• Process Optimization & Automation:
  Identify and implement process improvements to increase efficiency and reduce resolution time.
• Leverage tools (ticketing systems, AI/automation, knowledge bases) to enhance productivity.
• Establish standard operating procedures (SOPs) and best practices.
• Cross‑Functional
  
  Collaboration:
  
  Partner with Product, Engineering, and Operations teams to resolve systemic issues and improve product quality.
• Provide actionable insights from support data to influence product roadmap and defect prioritization.
• Reporting & Analytics:
  Develop dashboards and reports to track performance metrics and operational health.
• Use data‑driven insights to guide decisions, forecast demand, and manage capacity.
• Present performance updates to senior leadership.
• Compliance &
  
  Risk Management:
  
  Ensure adherence to company policies, data security standards, and regulatory requirements.
• Maintain audit readiness and documentation standards.

• 5+ years of experience in a leadership role managing Front‑line (L1) support teams.
• Experience with Infrastructure as Code (Terraform, GCP Cloud Deployment Manager, AWS Cloud Formation) to provision, replicate, and tear down customer cloud environments in internal sandboxes.
• Proficiency in at least one programming language (e.g., Python, Java, Go).
• Proven track record of improving operational metrics (SLAs, CSAT, resolution time).
• Experience with support platforms (e.g., Service Now, Zendesk, Salesforce Service Cloud).
• Experience with Observability & Monitoring Tools such as App Dynamics, Grafana, Prometheus, Splunk, etc.
• Experience working with Azure, GCP, and/or AWS cloud.
• Strong analytical skills with experience in reporting and performance management.
• Excellent communication, stakeholder management, and conflict resolution skills.
• Ability to operate in a fast‑paced, high‑growth, or matrixed environment.

• Experience in IT, SRE, Dev Ops, or Software Engineering.
• Experience acting as incident management technical lead and point of contact in blameless postmortems.
• Experience in healthcare, finance, enterprise SaaS, or highly regulated industries.
• Exposure to GenAI/Automation tools (OpenAI, CoPilot,…