Senior Manager - End Point Digital Experience Team - Remote

Senior Manager – End Point Digital Experience – Remote

This role is a senior, hybrid role at the intersection of endpoint engineering, analytics, and service experience. It is responsible for designing, operating, and continuously improving the digital experience of caregiver endpoints—including clinical thin clients and thick clients, virtual desktops, mobile devices, printers, and enterprise workstations. The focus is not only on system uptime, but on how technology feels and performs for caregivers delivering care.

• Own and continuously improve caregiver digital experience across endpoint platforms (thin clients, thick clients, print, mobile, peripherals).
• Define and measure experience KPIs (performance, reliability, responsiveness, satisfaction).
• Partner with clinical and operational leaders to ensure endpoint services support real clinical workflows.
• Leverage sentiment, satisfaction data, and experience analytics to prioritize engineering improvements.

• Design and operationalize endpoint telemetry and analytics to provide real‑time and trend‑based insights into performance, stability, and usage.
• Correlate telemetry signals (CPU, memory, latency, login times, app health) with caregiver experience and business impact.
• Build dashboards and executive‑ready insights that translate technical data into clear outcomes and decisions.
• Use data to proactively identify degradation, experience risks, and optimization opportunities before they impact care.

• Engineer and support modern endpoint platforms including thin clients, thick clients, virtual desktops, and hybrid environments.
• Partner with software engineering teams to improve endpoint performance, reliability, and lifecycle automation.
• Drive standardization while allowing for clinically justified exceptions.
• Support zero‑touch provisioning, self‑service capabilities, and automation across endpoint services.

• Apply service engineering principles to design, scale, and run enterprise endpoint services.
• Partner early with development and infrastructure teams to ensure services are built with reliability, observability, and experience in mind.
• Lead continuous improvement of incident response, root cause analysis, and problem management for endpoint experience issues.
• Balance speed, quality, and safety in a highly available clinical environment.

• Serve as a technical leader and coach within Endpoint Services, elevating engineering rigor and experience thinking.
• Drive cross‑functional alignment between IT, clinical operations, and business stakeholders.
• Lead through influence in a complex, matrixed organization.
• Help define and execute the long‑term digital experience strategy for enterprise endpoints.

• Bachelor's degree in computer engineering, Computer Science, Mathematics, or Engineering.
• 8 years of related experience; more preferred.
• 6 years of experience leading technical teams in a complex and fast‑moving environment.
• Strong experience leveraging data and metrics to drive behavior, process, and priority decisions across the team and Information Services.

• Experience in healthcare, clinical, or highly regulated environments.
• Experience with Service Now, Snowflake, Power
  
  BI, and other analytical tools.
• Experience with automation, scripting, and software‑based solutions to reduce manual operations.
• Demonstrated success improving customer or caregiver satisfaction through technology.
• Background in modern service reliability or service engineering practices.

Providence is proud to be an Equal Opportunity Employer. We are committed to the principle that every workforce member has the right to work in surroundings that are free from all forms of unlawful discrimination and harassment on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.

We believe diversity makes us stronger, so we are dedicated to shaping an inclusive workforce, learning from each other, and creating equal opportunities for advancement.