Senior Manager-Frontline Support Engineering

Position Summary Join Fortune 7 CVS Health as a Sr. Manager, Frontline Support Engineering to lead our organization’s efforts to develop and drive a 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. The ideal candidate combines strong operational leadership, deep customer empathy, and data‑driven decision‑making to optimize support delivery, enhance team performance, and align closely with product, engineering, and business stakeholders. Key Responsibilities Operational Leadership Lead and manage front‑line support teams to deliver high‑quality, timely, and customer‑centric support. Proactively troubleshoot issues, support root cause analysis, and manage 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. Required Qualifications 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 CloudFormation) 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., ServiceNow, Zendesk, Salesforce Service Cloud). Experience with Observability & Monitoring Tools such as AppDynamics, 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. Preferred Qualifications Experience in IT, SRE, DevOps, or Software Engineering. Experience acting as an 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, Gemini, Claude, etc.) in L1 support environments. Strong background in incident management and ITIL‑based service operations. Experience managing distributed or global support teams, including offshore. Demonstrated success in driving digital transformation or supporting modernization initiatives. Education Bachelor's degree or equivalent work experience in Computer Science, Engineering, or related discipline. Certification in ITIL, Six Sigma, Lean, or related operational excellence frameworks is a plus. Certifications in Cloud platforms, or DevOps are a plus. Leadership Competencies Customer‑first mindset with a passion for delivering exceptional service. Strategic thinker with strong execution capabilities. High emotional intelligence and people leadership skills. Continuous improvement and innovation‑oriented mindset. Pay Range The typical pay range for this role is $106,605.00 – $284,280.00. This range represents the base hourly rate or base annual full‑time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on 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 and includes an award target in the company's equity award program. 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. Benefits 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