Senior Manager-Frontline Support Engineering

CVS Health

Remote Actively hiring
Remote, USA Posted 16 days ago $106,605–$284,280 / year
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At a glance

AI generated

TL;DR

As a Sr. Manager of Frontline Support Engineering at CVS Health, you will lead and scale high-performing customer support teams, focusing on operational excellence, team management, and process optimization. Your daily responsibilities include overseeing L1 support operations to ensure rapid issue resolution and exceptional customer experience, while also driving initiatives to enhance customer satisfaction and reduce friction in support interactions. You will leverage tools like ServiceNow, Prometheus, and Azure for monitoring and automation, and work closely with product, engineering, and business stakeholders to resolve systemic issues and improve service delivery. This role requires strong leadership skills, deep technical expertise in cloud platforms and infrastructure as code, proficiency in programming languages such as Python or Java, and experience with observability tools like Grafana and Splunk. Ideal candidates have a background in IT, SRE, DevOps, or software engineering, particularly within healthcare or finance sectors, and are adept at managing distributed teams and driving digital transformation initiatives.

Skills

Terraform AWS GCP Python ServiceNow Zendesk Prometheus Grafana Splunk Azure CI/CD ITIL DevOps GenAI OpenAI CoPilot Incident Management SRE Six Sigma Lean

What you'll do

  • Lead and manage front-line support teams to deliver high-quality customer-centric support.
  • Own P1/P2 incident response, driving rapid remediation within restricted environments.
  • Hire, coach, mentor, and retain top talent for the support team.
  • Implement process improvements and automation tools to enhance productivity.
  • Act as an escalation point for critical or high-impact customer issues.

What we're looking for

  • 5+ years of experience leading front-line support teams
  • Proven track record in improving operational metrics (SLAs, CSAT, resolution time)
  • Proficiency in at least one programming language and infrastructure as code tools
  • Experience with support platforms and observability monitoring tools
  • Strong analytical skills for reporting and performance management
  • Excellent communication and stakeholder management skills
  • Bachelor’s degree or equivalent work experience in Computer Science or Engineering

Market check

Salary context

This $106,605–$284,280 range sits above 55% of similar postings on FindRole.

Peer median band

$148,015–$235,800

Median floor and ceiling across peers.

Typical midpoint (25–75%)

$160,822–$225,000

Middle half of comparable postings.

Based on 240 comparable postings.

* 240 is the maximum number of comparable postings sampled.

Employer

About CVS Health

CVS Health is a leading American healthcare company operating retail pharmacies, pharmacy benefit management services, and a health insurance segment through Aetna, one of the nation''s largest health insurers. Industry: Healthcare & Pharmacy

CVS Health currently has 89 open roles on FindRole.

Listed pay typically runs $118,450–$260,590 across 86 roles with salary data.

Most-posted roles

View all roles at CVS Health

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