Position SummaryThe Lead, Retail Reliability Operations is accountable for ensuring stability, resilience, and rapid recovery of critical retail systems across Retail Pharmacy, Front Store, and MinuteClinic environments. This role serves as a key integrator across incident operations, Site Reliability Engineering (SRE), engineering teams, and observability functions to proactively reduce disruption, improve system performance, and enhance the end‑to‑end customer and store experience.In addition to leading high‑impact incident response and recovery efforts, this role provides leadership across reliability operations—ensuring consistent execution, proactive issue identification, and continuous improvement. The Lead owns the operational lifecycle from incident detection through resolution and post‑incident analysis, while driving upstream improvements in monitoring, system design, and runbook maturity.This role requires strong cross‑functional collaboration with SRE, engineering, infrastructure (network), and business operations teams, translating technical signals into business impact and ensuring alignment across all stakeholders.Key ResponsibilitiesLead incident and reliability operationsServe as the primary escalation point for high‑impact or complex incidents affecting store and pharmacy systemsDrive end‑to‑end incident response, ensuring rapid triage, coordination, and restoration of serviceOwn the operational lifecycleOversee incident management from detection through resolution, including validation of system stability and service recoveryEnsure adherence to SLAs, operational standards, and reliability targetsPartner across SRE, Engineering, and Observability teamsCollaborate with SRE and engineering teams to drive measurable improvements in system reliability, resilience, and fault tolerance, reducing service disruption and improving stabilityLeverage observability insights (metrics, logs, traces) to accelerate issue detection and root cause identificationInfluence monitoring strategy, alert quality, and runbook effectivenessDeliver clear, leadership‑ready communicationProvide concise, executive‑level updates on incident status, risks, and recovery progressCommunicate effectively with both technical teams and non‑technical business stakeholdersEnable continuous improvementIdentify trends, recurring issues, and systemic gaps using incident and observability dataDrive post‑incident reviews (RCA) and ensure actions are tracked to completionPartner with engineering to prioritize fixes that reduce incidents and improve stabilityDevelop team capabilityMentor and guide analysts, ensuring consistent execution of incident and reliability practicesPromote a culture of ownership, accountability, and operational excellenceRequired QualificationsWorking knowledge of retail experience, systems and workflows5+ years of experience leading complex, high‑pressure incidents across technical and business teams, with strong analytical and problem‑solving skills and the ability to translate technical signals into business impact, and communicate effectively across engineering, infrastructure, and leadership levelsExperience in incident management with 3+ years of hands‑on support in response and resolutionAbility to analyze trends and leverage data to drive proactive reliability improvementsStrong sense of ownership, urgency, and accountability in a 24x7 operational environmentThe role may require participation in an on‑call rotation, including overnight, weekend, and holiday supportPreferred QualificationsFamiliarity with SRE and engineering collaboration to support system stabilityAbility to read and interpret basic observability dashboards (metrics, logs, traces)Experience partnering with infrastructure/networking teams as well as application and engineering teams to resolve complex issuesAbility to engage effectively with business operations and field leaders, translating technical issues into actionable insightsFamiliarity with modern observability platforms and monitoring best practicesEducationBachelor's degree or high school diploma requiredAnticipated Weekly Hours40Time TypeFull timePay RangeThe typical pay range for this role is: $21.10 - $49.08 per hour. The actual base salary offer will depend on a variety of factors including 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 listed above.BenefitsThis 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. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.EEO StatementQualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.#J-18808-Ljbffr