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 MinuteClinic 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. Key Responsibilities Lead incident and reliability operations 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 Own the operational lifecycle Oversee incident management from detection through resolution, including validation of system stability and service recovery Ensure adherence to SLAs, operational standards, and reliability targets Partner across SRE, Engineering, and Observability teams 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 Deliver clear, leadership‑ready communication Provide concise, executive‑level updates on incident status, risks, and recovery progress Communicate effectively with both technical teams and non‑technical business stakeholders Enable continuous improvement 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 Develop team capability Mentor and guide analysts, ensuring consistent execution of incident and reliability practices Promote a culture of ownership, accountability, and operational excellence Required Qualifications 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 Preferred Qualifications 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 Education Bachelor's degree or high school diploma required Anticipated Weekly Hours 40 Time Type Full time Pay Range The typical pay range for this role is: $21.10 - $49.08 per hour. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short‑term incentive program in addition to the base pay range listed above. Benefits This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility. EEO Statement Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws. #J-18808-Ljbffr Hispanic Alliance for Career Enhancement