Senior Manager – End Point Digital Experience Team

This is a fully remote position, open to applicants in Washington.

📋 Description

• Take ownership of and consistently enhance the digital experience for caregivers across various endpoint platforms (thin clients, thick clients, print, mobile, peripherals).

• Establish and evaluate experience KPIs (performance, reliability, responsiveness, satisfaction).

• Collaborate with clinical and operational leaders to ensure that endpoint services effectively support authentic clinical workflows.

• Utilize sentiment, satisfaction data, and experience analytics to prioritize engineering enhancements.

• Design and implement endpoint telemetry and analytics to deliver real-time and trend-based insights into performance, stability, and usage.

• Link telemetry signals (CPU, memory, latency, login times, app health) to caregiver experiences and business outcomes.

• Create dashboards and executive-ready insights that convert technical data into actionable outcomes and decisions.

• Employ data to proactively detect degradation, experience risks, and optimization opportunities before they affect care.

• Develop and maintain modern endpoint platforms including thin clients, thick clients, virtual desktops, and hybrid environments.

• Collaborate with software engineering teams to enhance endpoint performance, reliability, and lifecycle automation.

• Promote standardization while accommodating clinically justified exceptions.

• Facilitate zero-touch provisioning, self-service capabilities, and automation across endpoint services.

• Apply service engineering principles to design, scale, and manage enterprise endpoint services.

• Engage early with development and infrastructure teams to ensure services are constructed with reliability, observability, and experience as priorities.

• Lead the ongoing enhancement of incident response, root cause analysis, and problem management related to endpoint experience issues.

• Balance speed, quality, and safety within a highly available clinical environment.

• Act as a technical leader and mentor within Endpoint Services, fostering engineering rigor and a focus on experience.

• Encourage cross-functional alignment among IT, clinical operations, and business stakeholders.

• Influence and lead within a complex, matrixed organization.

• Contribute to defining and executing the long-term digital experience strategy for enterprise endpoints.

⛳️ Requirements

• Bachelor's degree in computer engineering, Computer Science, Mathematics, or Engineering.

• 8 years of relevant experience; additional experience is preferred.

• 6 years of experience leading technical teams in a complex and fast-paced environment.

• Strong proficiency in leveraging data and metrics to influence behavior, processes, and priority decisions across the team and Information Services (IS).

🏝️ Benefits

• Health care benefits (medical, dental, vision)

• 401(k) Savings Plan with employer matching

• Paid time-off benefits (parental leave, vacations, holidays)

• Voluntary benefits

• Well-being resources

• Flexible working hours