Senior Manager – End Point Digital Experience Team

Role Overview

• Own and continuously improve caregiver digital experience across endpoint platforms (thin clients, thick clients, print, mobile, peripherals).
• Define and measure experience KPIs (performance, reliability, responsiveness, satisfaction).
• Partner with clinical and operational leaders to ensure endpoint services support real clinical workflows.
• Leverage sentiment, satisfaction data, and experience analytics to prioritize engineering improvements.
• Design and operationalize endpoint telemetry and analytics to provide real-time and trend-based insights into performance, stability, and usage.
• Correlate telemetry signals (CPU, memory, latency, login times, app health) with caregiver experience and business impact.
• Build dashboards and executive-ready insights that translate technical data into clear outcomes and decisions.
• Use data to proactively identify degradation, experience risks, and optimization opportunities before they impact care.
• Engineer and support modern endpoint platforms including thin clients, thick clients, virtual desktops, and hybrid environments.
• Partner with software engineering teams to improve endpoint performance, reliability, and lifecycle automation.
• Drive standardization while allowing for clinically justified exceptions.
• Support zero-touch provisioning, self-service capabilities, and automation across endpoint services.
• Apply service engineering principles to design, scale, and run enterprise endpoint services.
• Partner early with development and infrastructure teams to ensure services are built with reliability, observability, and experience in mind.
• Lead continuous improvement of incident response, root cause analysis, and problem management for endpoint experience issues.
• Balance speed, quality, and safety in a highly available clinical environment.
• Serve as a technical leader and coach within Endpoint Services, elevating engineering rigor and experience thinking.
• Drive cross-functional alignment between IT, clinical operations, and business stakeholders.
• Lead through influence in a complex, matrixed organization.
• Help define and execute the long-term digital experience strategy for enterprise endpoints.

Requirements

• Bachelor's degree in computer engineering, Computer Science, Mathematics, Engineering.
• 8 years of related experience; more preferred.
• 6 years of experience leading technical teams in a complex and fast-moving environment.
• Strong experience in leveraging the power of data and metrics to drive behavior, process and priority decisions across the team and IS (Information Services).

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