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.
The Lead, Retail Reliability Operations is accountable for ensuringstability, 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 Responsibilities
Lead incident and reliability operations
Serve as the primary escalation point for high-impact or complex incidents affecting store and pharmacy systems
Drive end-to-end incident response, ensuring rapid triage, coordination, and restoration of service
Own the operational lifecycle
Oversee incident management from detection through resolution, including validation of system stability and service recovery
Ensure adherence to SLAs, operational standards, and reliability targets
Partner across SRE, Engineering, and Observability teams
Collaborate with SRE and engineering teams to drive measurable improvements in system reliability, resilience, and fault tolerance, reducing service disruption and improvingstability
Leverageobservability insights (metrics, logs, traces) to accelerate issue detection and root cause identification
Influence monitoring strategy, alert quality, and runbook effectiveness
Deliver clear, leadership-ready communication
Provide concise, executive-level updates on incident status, risks, and recovery progress
Communicate effectively with both technical teams and non-technical business stakeholders
Enable continuous improvement
Identifytrends, recurring issues, and systemic gaps using incident and observability data
Drive post-incident reviews (RCA) and ensure actions are tracked to completion
Partner with engineering to prioritize fixes that reduce incidents and improve stability
Develop team capability
Mentor and guide analysts, ensuring consistent execution of incident and reliability practices
Promote a culture of ownership, accountability, and operational excellence
Required Qualifications
Working knowledgeof retail experience,systemsand workflows
5+ 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 levels
Experience in incident management with3+years of hands-on support in response and resolution
Ability to analyze trends and leverage data to drive proactive reliability improvements
Strong senseof ownership, urgency, and accountability in a 24x7 operational environment
The role may require participation in an on-call rotation, including overnight, weekend, and holiday support
Preferred Qualifications
Familiarity with SRE and engineering collaboration to support system stability
Ability 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 issues
Ability to engage effectively with business operations and field leaders, translating technical issues into actionable insights
Familiarity with modern observability platforms andmonitoringbest practices
Education
Bachelor’s degree or high school diplomarequired
Anticipated Weekly Hours
40
Time Type
Full time
Pay Range
The typical pay range for this role is:
$21.10 - $49.08
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 offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.
This 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.
Additional details about available benefits are provided during the application process and on Benefits Moments
We anticipate the application window for this opening will close on: 06/27/2026
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
CVS Health is the leading health solutions company, delivering care like no one else can. We reach more people and improve the health of communities across America through our local presence, digital channels and over 300,000 dedicated colleagues.
Wherever and whenever people need us, we help them with their health – whether that’s managing chronic diseases, staying compliant with their medications or accessing affordable health and wellness services in the most convenient ways. We help people navigate the health care system – and their personal health care – by simplifying health care one person, one family and one community at a time. Follow @CVSHealth on social media.
