Senior Manager-Frontline Support Engineering

CVS Health

About The Position

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Position Summary: Join Fortune 7 CVS Health as a Sr. Manager, Frontline Support Engineering to lead our organization's efforts to develop and drive 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.

Requirements

5+ years of experience in 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.
Bachelor’s degree or equivalent work experience in Computer Science, Engineering, or related discipline.

Nice To Haves

Experience in IT, SRE, DevOps, or Software Engineering.
Experience acting as 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.
Certification in ITIL, Six Sigma, Lean, or related operational excellence frameworks are a plus.
Certifications in Cloud platforms, or DevOps are a plus.

Responsibilities

Lead and manage front-line support teams to deliver high-quality, timely, and customer-centric support.
Proactively troubleshoot issues, support root cause analysis, 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.
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.
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.
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.
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.
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.
Ensure adherence to company policies, data security standards, and regulatory requirements.
Maintain audit readiness and documentation standards.