Manager - Virtual Workspace Services Operations

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Job Profile Summary CVS Health is seeking a Manager, Compute Engineering to lead Virtual Workspace Services Operations, responsible for day-to-day production operations, escalations, monitoring, and service delivery across our enterprise virtual workspace platforms. This leader will oversee a blended operating model with 25+ offshore resources and several internal FTEs, and will be accountable for staff augmentation partner performance, operational rigor, and reliable outcomes in a high-volume environment. The role focuses on execution, stability, operational excellence, and continuous improvement (runbooks, metrics, automation), partnering closely with engineering and cross-functional teams to restore service quickly and prevent recurrence. Key Responsibilities: Operational Leadership Lead daily operations for virtual workspace services, ensuring stable execution of monitoring, alert response, and ticket queues. Own operational execution for high-volume requests and support work, including provisioning workflows and manual remediation when automation fails. Incident / Escalation Management Serve as the operational leader for escalations, coordinating triage and restoration across internal teams and vendor resources; drive disciplined updates and stakeholder communications through incident lifecycle. Partner with engineering on root cause follow-ups and operational prevention actions (runbook improvements, monitoring gaps, repeat-incident reduction). Staff Augmentation Partner Management Manage the staff augmentation partner relationship delivering offshore operations support: staffing/coverage, quality, adherence to process, service review cadence, KPIs, and corrective actions. Ensure staff augmentation partner resources operate using CVS tools/processes and maintain consistent documentation and runbook-driven execution. Change / Release / Maintenance Execution Coordinate operational readiness and execution for platform changes and maintenance activities; ensure schedule adherence and operational follow-through. Reporting, Metrics, and Continuous Improvement Deliver daily/weekly operational reporting with trends, escalations, backlog, and improvement actions; run regular service reviews with stakeholders and vendor leadership. Drive operational efficiency through automation and reduction of manual toil in provisioning, remediation, and common support tasks. AI / AIOps Enablement Leverage AI-powered operational capabilities within ServiceNow operations tooling (including AIOps-focused dashboards/features) to improve alert triage efficiency, correlation, and operational decision-making. Drive implementation of an AIOps operating model that ingests and correlates telemetry across the virtual workspace ecosystem to detect anomalies earlier, prioritize by impact, and route the right response path (automate vs. escalate with context). Expand proactive operations through predictive experience degradation / intelligent alerting to identify instability before users are impacted. Implement automated post-change “shakeout” checks and continuous synthetic user workflows to validate end-to-end experience after changes and detect regressions early. Collaboration & Customer Enablement Coordinate across infrastructure, networking, security, identity, and partner teams to resolve issues impacting workspace access and experience. Maintain strong customer partnership for request intake, prioritization, expectations, and transparent communications. Required Qualifications 5+ years of experience leading technology operations teams in a 24x7 high-availability environment with strong incident, problem, and change discipline. 3+ years of experience with Virtual Workspace platforms and technologies in either an engineering or operational context 3+ years of experience in ITSM-based queue execution and operational reporting for incidents/requests/changes. Preferred Qualifications Proven ability to manage a distributed/offshore delivery model and drive consistent outcomes through operational governance. Strong written and verbal communication skills for operational updates, escalation leadership, vendor service reviews, and stakeholder reporting. Education Bachelor’s degree or equivalent experience (High School Diploma and 4 years relevant experience) Anticipated Weekly Hours 40 Time Type Full time Pay Range The typical pay range for this role is: $83,430.00 - $166,860.00 This pay 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 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. Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong. Great benefits for great people We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include: Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan. No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching. Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility. For more information, visit https://jobs.cvshealth.com/us/en/benefits We anticipate the application window for this opening will close on: 03/26/2026 Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws. Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.

Apply Now

Apply Now