Senior Manager-Frontline Support Engineering

CVS Health

Remote

Quick summary

Work type: Remote
Location: TXARIDGAMT
Salary: $106,605–$284,280 / yr
Posted: 30 days ago
Closes: Jul 20, 2026
Nearby: 99+ roles within 25 mi

Market check

Salary context

Competitive pay

How this pay compares to similar roles

Similar $204k

This role $195k

$85k most similar roles pay here $306k

This role pays less than 52% of similar roles. Most pay $174,600–$233,512 — the shaded band above. At the midpoint, this role pays about $195k versus about $204k for comparable roles.

Based on 240 similar postings.

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 132 open roles on FindRole.

Listed pay typically runs $118,450–$284,280 across 130 roles with salary data.

Most-posted roles

View all roles at CVS Health

At a glance

TL;DR · Senior Manager-Frontline Support Engineering

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As a Sr. Manager of Frontline Support Engineering at CVS Health, you will lead the Digital team's support operations, ensuring high-quality customer service and rapid issue resolution. Your day-to-day responsibilities include managing L1 support teams, overseeing incident response processes, and driving continuous improvement through data analysis and automation. You will leverage tools like ServiceNow, Prometheus, and cloud platforms such as AWS, GCP, and Azure to optimize workflows and enhance team performance. This role requires strong operational leadership, deep customer empathy, and expertise in programming languages like Python or Java, along with experience in ITIL-based service operations and incident management. The ideal candidate will have a background in healthcare or finance and a proven track record of improving support metrics in fast-paced environments.

Skills

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

What you'll do

Lead front-line support teams to deliver high-quality, timely customer-centric support.
Proactively troubleshoot issues and manage executive communications for rapid resolution.
Establish and monitor KPIs to ensure SLA adherence and continuous service improvement.
Hire, coach, mentor, and retain top talent while building career paths and training programs.
Implement feedback loops and drive initiatives to enhance customer satisfaction and reduce friction.

What we're looking for

5+ years of experience managing front-line (L1) support teams
Proven track record in improving operational metrics like SLAs and CSAT
Experience with cloud platforms such as Azure, GCP, or AWS
Proficiency in at least one programming language (Python, Java, Go)
Strong analytical skills for reporting and performance management
Expertise in support platforms like ServiceNow, Zendesk, and Salesforce Service Cloud
Knowledge of observability and monitoring tools including Prometheus, Grafana

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