Reliability, Observability & Performance Manager

Job #: 3055088

Location: Minneapolis, Minnesota (Remote)

This position will own the processes for monitoring, measuring, and improving platform performance. The role involves transforming scattered alerts and manual checks into a clear, proactive, and accountable operating discipline. This position is central to the organization's multi-year PBM platform transformation, which supports pharmacy claims processing, benefit administration, integrations, and other core operations.

• Build and own a performance scorecard covering adjudication accuracy and speed, file turnaround, API response, and system availability.
• Work with Enterprise Observability to provide access to unified monitoring data.
• Define service level indicators and objectives (SLIs/SLOs) and alert thresholds aligned with incident priority levels.
• Develop runbooks and standard procedures for monitoring, triage, escalation, and hypercare.
• Establish release-readiness gates, performance and stress testing, and disaster recovery testing.
• Own and prioritize the performance and reliability backlog across internal and external work items.
• Act as the main performance lead with engineering and service delivery teams.
• Explain technical issues in business terms for executive and client audiences.

• 8+ years in platform operations, site reliability engineering (SRE), observability, production support, or program management.
• Hands-on experience with observability tools (e.g., Dynatrace, Grafana, Splunk), dashboarding (Power BI), and SQL.
• Knowledge of APIs, batch and real-time file exchange, cloud data platforms (e.g., Redshift, GCP), and NCPDP claims flow.
• Experience with ITIL incident, problem, and change management in Service Now, and with Jira.

• Demonstrates decisiveness and clarity during incidents.
• Ability to influence without direct authority across internal teams and with external vendors.
• Presents information effectively to executive and client audiences.
• Uses data to drive decisions and advocate for root-cause fixes.

• Proven record of building repeatable processes, governance, and operating rhythms.
• Strong backlog management and prioritization skills.
• Experience managing vendor performance and contracted service levels.

• Experience in PBM, claims adjudication, or healthcare.
• Experience with SLOs and error budgets, or with automated quality gates in release engineering.
• A Bachelor's degree in a technical or business field.
• ITIL, Agile, or SRE certification is a plus.

Everforth Apex Benefits Overview:
Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a Support Linc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts.

In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified…