Senior Manager - End Point Digital Experience Team

Providence • Renton, WA

3d • $58 - $143 • Hybrid

About The Position

This role is a senior, hybrid role at the intersection of endpoint engineering, analytics, and service experience. This role is responsible for designing, operating, and continuously improving the digital experience of caregiver endpoints—from clinical thin clients and thick clients to virtual desktops, mobile devices, printers and enterprise workstations. Working in close partnership with developers, service engineers, clinicians, operations teams, and program managers, this role introduces and scales a modern service‑engineering and experience‑driven mindset across Endpoint Services. The focus is not just system uptime—but how technology actually feels and performs for caregivers delivering care. This role requires a leader who can thrive in ambiguity, translate data into action, coach others, and drive clear strategies that balance technical excellence with clinical and business outcomes.

Requirements

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

Nice To Haves

• Experience in healthcare, clinical, or highly regulated environments.
• Experience with ServiceNow, Snowflake, PowerBI 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.

Responsibilities

• 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.

Benefits

• Our best-in-class benefits are uniquely designed to support you and your family in staying well, growing professionally, and achieving financial security.
• We take care of you, so you can focus on delivering our Mission of caring for everyone, especially the most vulnerable in our communities.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior