{"schemaVersion":"jobsearcher.job.v1","id":"dcd24b4b787e8a785ce5edfa","url":"https://jobsearcher.com/jobs/dcd24b4b787e8a785ce5edfa","canonicalUrl":"https://jobsearcher.com/jobs/dcd24b4b787e8a785ce5edfa","title":"Senior Manager-Frontline Support Engineering","description":"Position Summary\r\nJoin Fortune 7 CVS Health as a Sr. Manager, Frontline Support Engineering to lead our organization's efforts to develop and drive a 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.\r\nKey Responsibilities\r\nOperational Leadership\r\nLead and manage front-line support teams to deliver high-quality, timely, and customer-centric support.\r\nProactively troubleshoot issues, support root cause analysis, and manage executive communications.\r\nOwn the P1/P2 incident response process, driving rapid remediation within restricted environments.\r\nEstablish and monitor KPIs (e.g., SLA adherence, response time, CSAT, ticket backlog).\r\nEnsure 24/7 support coverage where applicable, including workforce planning and scheduling.\r\nProactively monitor local telemetry and performance metrics (TPS, latency drift) using Prometheus or similar tools to identify bottlenecks before they impact production.\r\nTeam Management & Development\r\nHire, coach, mentor, and retain top support talent.\r\nBuild career paths, training programs, and succession plans for team members.\r\nFoster a culture of accountability, collaboration, and continuous learning.\r\nCustomer Experience Excellence\r\nDrive initiatives to improve customer satisfaction and reduce friction in support interactions.\r\nAct as an escalation point for critical or high-impact customer issues.\r\nImplement feedback loops to capture customer insights and improve service delivery.\r\nProcess Optimization & Automation\r\nIdentify and implement process improvements to increase efficiency and reduce resolution time.\r\nLeverage tools (ticketing systems, AI/automation, knowledge bases) to enhance productivity.\r\nEstablish standard operating procedures (SOPs) and best practices.\r\nCross-Functional Collaboration\r\nPartner with Product, Engineering, and Operations teams to resolve systemic issues and improve product quality.\r\nProvide actionable insights from support data to influence product roadmap and defect prioritization.\r\nReporting & Analytics\r\nDevelop dashboards and reports to track performance metrics and operational health.\r\nUse data-driven insights to guide decisions, forecast demand, and manage capacity.\r\nPresent performance updates to senior leadership.\r\nCompliance & Risk Management\r\nEnsure adherence to company policies, data security standards, and regulatory requirements.\r\nMaintain audit readiness and documentation standards.\r\nRequired Qualifications\r\n5+ years of experience in a leadership role managing front-line (L1) support teams.\r\nExperience with Infrastructure as Code (Terraform, GCP Cloud Deployment Manager, AWS CloudFormation) to provision, replicate, and tear down customer cloud environments in internal sandboxes.\r\nProficiency in at least one programming language (e.g., Python, Java, Go).\r\nProven track record of improving operational metrics (SLAs, CSAT, resolution time).\r\nExperience with support platforms (e.g., ServiceNow, Zendesk, Salesforce Service Cloud).\r\nExperience with Observability & Monitoring Tools such as AppDynamics, Grafana, Prometheus, Splunk, etc.\r\nExperience working with Azure, GCP, and/or AWS cloud.\r\nStrong analytical skills with experience in reporting and performance management.\r\nExcellent communication, stakeholder management, and conflict resolution skills.\r\nAbility to operate in a fast-paced, high-growth, or matrixed environment.\r\nPreferred Qualifications\r\nExperience in IT, SRE, DevOps, or Software Engineering.\r\nExperience acting as an incident management technical lead and point of contact in blameless postmortems.\r\nExperience in healthcare, finance, enterprise SaaS, or highly regulated industries.\r\nExposure to GenAI/Automation tools (OpenAI, CoPilot, Gemini, Claude, etc.) in L1 support environments.\r\nStrong background in incident management and ITIL-based service operations.\r\nExperience managing distributed or global support teams, including offshore.\r\nDemonstrated success in driving digital transformation or supporting modernization initiatives.\r\nEducation\r\nBachelor's degree or equivalent work experience in Computer Science, Engineering, or related discipline.\r\nCertification in ITIL, Six Sigma, Lean, or related operational excellence frameworks is a plus.\r\nCertifications in Cloud platforms, or DevOps are a plus.\r\nLeadership Competencies\r\nCustomer-first mindset with a passion for delivering exceptional service.\r\nStrategic thinker with strong execution capabilities.\r\nHigh emotional intelligence and people leadership skills.\r\nContinuous improvement and innovation-oriented mindset.\r\nPay Range\r\nThe typical pay range for this role is $106,605.00 – $284,280.00. This range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on experience, education, geography, and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range and includes an award target in the company's equity award program.\r\nBenefits\r\nThis full-time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families. Benefits include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources based on eligibility.\r\nEEO Statement\r\nQualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.\r\nJ-18808-Ljbffr","company":"Koitecc Solutions","rawCompany":"koitecc solutions","city":"Dover","state":"DE","isRemote":false,"isActive":false,"createdAt":"2026-06-26T02:30:01.580Z","occupations":[{"code":"11-3021.00","title":"Computer and Information Systems Managers","slug":"computer-and-information-systems-managers"},{"code":"11-1021.00","title":"General and Operations Managers","slug":"general-and-operations-managers"},{"code":"15-1299.08","title":"Computer Systems Engineers/Architects","slug":"computer-systems-engineers-architects"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Senior Manager-Frontline Support Engineering","description":"Position Summary\r\nJoin Fortune 7 CVS Health as a Sr. Manager, Frontline Support Engineering to lead our organization's efforts to develop and drive a 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.\r\nKey Responsibilities\r\nOperational Leadership\r\nLead and manage front-line support teams to deliver high-quality, timely, and customer-centric support.\r\nProactively troubleshoot issues, support root cause analysis, and manage executive communications.\r\nOwn the P1/P2 incident response process, driving rapid remediation within restricted environments.\r\nEstablish and monitor KPIs (e.g., SLA adherence, response time, CSAT, ticket backlog).\r\nEnsure 24/7 support coverage where applicable, including workforce planning and scheduling.\r\nProactively monitor local telemetry and performance metrics (TPS, latency drift) using Prometheus or similar tools to identify bottlenecks before they impact production.\r\nTeam Management & Development\r\nHire, coach, mentor, and retain top support talent.\r\nBuild career paths, training programs, and succession plans for team members.\r\nFoster a culture of accountability, collaboration, and continuous learning.\r\nCustomer Experience Excellence\r\nDrive initiatives to improve customer satisfaction and reduce friction in support interactions.\r\nAct as an escalation point for critical or high-impact customer issues.\r\nImplement feedback loops to capture customer insights and improve service delivery.\r\nProcess Optimization & Automation\r\nIdentify and implement process improvements to increase efficiency and reduce resolution time.\r\nLeverage tools (ticketing systems, AI/automation, knowledge bases) to enhance productivity.\r\nEstablish standard operating procedures (SOPs) and best practices.\r\nCross-Functional Collaboration\r\nPartner with Product, Engineering, and Operations teams to resolve systemic issues and improve product quality.\r\nProvide actionable insights from support data to influence product roadmap and defect prioritization.\r\nReporting & Analytics\r\nDevelop dashboards and reports to track performance metrics and operational health.\r\nUse data-driven insights to guide decisions, forecast demand, and manage capacity.\r\nPresent performance updates to senior leadership.\r\nCompliance & Risk Management\r\nEnsure adherence to company policies, data security standards, and regulatory requirements.\r\nMaintain audit readiness and documentation standards.\r\nRequired Qualifications\r\n5+ years of experience in a leadership role managing front-line (L1) support teams.\r\nExperience with Infrastructure as Code (Terraform, GCP Cloud Deployment Manager, AWS CloudFormation) to provision, replicate, and tear down customer cloud environments in internal sandboxes.\r\nProficiency in at least one programming language (e.g., Python, Java, Go).\r\nProven track record of improving operational metrics (SLAs, CSAT, resolution time).\r\nExperience with support platforms (e.g., ServiceNow, Zendesk, Salesforce Service Cloud).\r\nExperience with Observability & Monitoring Tools such as AppDynamics, Grafana, Prometheus, Splunk, etc.\r\nExperience working with Azure, GCP, and/or AWS cloud.\r\nStrong analytical skills with experience in reporting and performance management.\r\nExcellent communication, stakeholder management, and conflict resolution skills.\r\nAbility to operate in a fast-paced, high-growth, or matrixed environment.\r\nPreferred Qualifications\r\nExperience in IT, SRE, DevOps, or Software Engineering.\r\nExperience acting as an incident management technical lead and point of contact in blameless postmortems.\r\nExperience in healthcare, finance, enterprise SaaS, or highly regulated industries.\r\nExposure to GenAI/Automation tools (OpenAI, CoPilot, Gemini, Claude, etc.) in L1 support environments.\r\nStrong background in incident management and ITIL-based service operations.\r\nExperience managing distributed or global support teams, including offshore.\r\nDemonstrated success in driving digital transformation or supporting modernization initiatives.\r\nEducation\r\nBachelor's degree or equivalent work experience in Computer Science, Engineering, or related discipline.\r\nCertification in ITIL, Six Sigma, Lean, or related operational excellence frameworks is a plus.\r\nCertifications in Cloud platforms, or DevOps are a plus.\r\nLeadership Competencies\r\nCustomer-first mindset with a passion for delivering exceptional service.\r\nStrategic thinker with strong execution capabilities.\r\nHigh emotional intelligence and people leadership skills.\r\nContinuous improvement and innovation-oriented mindset.\r\nPay Range\r\nThe typical pay range for this role is $106,605.00 – $284,280.00. This range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on experience, education, geography, and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range and includes an award target in the company's equity award program.\r\nBenefits\r\nThis full-time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families. Benefits include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources based on eligibility.\r\nEEO Statement\r\nQualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.\r\nJ-18808-Ljbffr","datePosted":"2026-06-26T02:30:01.580Z","dateModified":"2026-06-26T02:30:01.580Z","hiringOrganization":{"@type":"Organization","name":"Koitecc Solutions","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Dover","addressRegion":"DE","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"dcd24b4b787e8a785ce5edfa"},"url":"https://jobsearcher.com/jobs/dcd24b4b787e8a785ce5edfa"}}