Retail Reliability Operations Lead

Position Summary

The Lead, Retail Reliability Operations is accountable for ensuring stability, resilience, and rapid recovery of critical retail systems across Retail Pharmacy, Front Store, and Minute Clinic environments. This role serves as a key integrator across incident operations, Site Reliability Engineering (SRE), engineering teams, and observability functions to proactively reduce disruption, improve system performance, and enhance the end‑to‑end customer and store experience.

In addition to leading high‑impact incident response and recovery efforts, this role provides leadership across reliability operations—ensuring consistent execution, proactive issue identification, and continuous improvement. The Lead owns the operational lifecycle from incident detection through resolution and post‑incident analysis, while driving upstream improvements in monitoring, system design, and runbook maturity.

This role requires strong cross‑functional collaboration with SRE, engineering, infrastructure (network), and business operations teams, translating technical signals into business impact and ensuring alignment across all stakeholders.

• Serve as the primary escalation point for high‑impact or complex incidents affecting store and pharmacy systems
• Drive end‑to‑end incident response, ensuring rapid triage, coordination, and restoration of service

• Oversee incident management from detection through resolution, including validation of system stability and service recovery
• Ensure adherence to SLAs, operational standards, and reliability targets

• Collaborate with SRE and engineering teams to drive measurable improvements in system reliability, resilience, and fault tolerance, reducing service disruption and improving stability
• Leverage observability insights (metrics, logs, traces) to accelerate issue detection and root cause identification
• Influence monitoring strategy, alert quality, and runbook effectiveness

• Provide concise, executive‑level updates on incident status, risks, and recovery progress
• Communicate effectively with both technical teams and non‑technical business stakeholders

• Identify trends, recurring issues, and systemic gaps using incident and observability data
• Drive post‑incident reviews (RCA) and ensure actions are tracked to completion
• Partner with engineering to prioritize fixes that reduce incidents and improve stability

• Mentor and guide analysts, ensuring consistent execution of incident and reliability practices
• Promote a culture of ownership, accountability, and operational excellence

• Working knowledge of retail experience, systems and workflows
• 5+ years of experience leading complex, high‑pressure incidents across technical and business teams, with strong analytical and problem‑solving skills and the ability to translate technical signals into business impact, and communicate effectively across engineering, infrastructure, and leadership levels
• Experience in incident management with 3+ years of hands‑on support in response and resolution
• Ability to analyze trends and leverage data to drive proactive reliability improvements
• Strong sense of ownership, urgency, and accountability in a 24x7 operational environment
• The role may require participation in an on‑call rotation, including overnight, weekend, and holiday support

• Familiarity with SRE and engineering collaboration to support system stability
• Ability to read and interpret basic observability dashboards (metrics, logs, traces)
• Experience partnering with infrastructure/networking teams as well as application and engineering teams to resolve complex issues
• Ability to engage effectively with business operations and field leaders, translating technical issues into actionable insights
• Familiarity with modern observability platforms and monitoring best practices

Bachelor's degree or high school diploma required

40

Full time