Senior Manager – Frontline Support Engineering

CVS Health

Senior Manager leading Frontline Support Engineering to enhance customer and technical support at CVS Health. Overseeing operations to ensure exceptional customer experience and continuous service improvement.

Posted 5/14/2026full-timeIdaho, Montana, Texas • 🇺🇸 United StatesSenior💰 $106,605 - $284,280 per yearWebsite

Tech Stack

Tools & technologies

AWSAzureCloudGoGoogle Cloud PlatformGrafanaJavaPrometheusPythonServiceNowSplunkTerraform

About the role

Key responsibilities & impact

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.
Drive initiatives to improve customer satisfaction and reduce friction in support interactions.
Partner with Product, Engineering, and Operations teams to resolve systemic issues and improve product quality.

Requirements

What you’ll need

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).
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.

Benefits

Comp & perks

medical, dental, and vision coverage
paid time off
retirement savings options
wellness programs

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Infrastructure as CodeTerraformGCP Cloud Deployment ManagerAWS CloudFormationPythonJavaGoSLAsCSATAppDynamics

Soft Skills

leadershipanalytical skillscommunicationstakeholder managementconflict resolutioncoachingmentoringteam buildingcustomer satisfactionproblem-solving