Senior Manager - End Point Digital Experience Team - Remote

This role is a senior, hybrid role at the intersection of endpoint engineering, analytics, and service experience. This role is responsible for designing, operating, and continuously improving the digital experience of caregiver endpoints-from clinical thin clients and thick clients to virtual desktops, mobile devices, printers and enterprise workstations.

Working in close partnership with developers, service engineers, clinicians, operations teams, and program managers, this role introduces and scales a modern serviceengineering and experiencedriven mindset across Endpoint Services. The focus is not just system uptime-but how technology actually feels and performs for caregivers delivering care.

This role requires a leader who can thrive in ambiguity, translate data into action, coach others, and drive clear strategies that balance technical excellence with clinical and business outcomes.

Digital Experience & Satisfaction

• 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.

Analytics, Telemetry & Insights

• Design and operationalize endpoint telemetry and analytics to provide realtime and trendbased 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 executiveready 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.

Endpoint & Platform Engineering

• 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 zerotouch provisioning, selfservice capabilities, and automation across endpoint services.

Service Engineering & Operations

• 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.

Leadership, Coaching & Strategy

• Serve as a technical leader and coach within Endpoint Services, elevating engineering rigor and experience thinking.
• Drive crossfunctional alignment between IT, clinical operations, and business stakeholders.
• Lead through influence in a complex, matrixed organization.
• Help define and execute the longterm digital experience strategy for enterprise endpoints.

Providence caregivers are not simply valued - they're invaluable. Join our team at Enterprise Information Services and thrive in our culture of patient-focused, whole-person care built on understanding, commitment, and mutual respect. Your voice matters here, because we know that to inspire and retain the best people, we must empower them., Accepting a new position at another facility that is part of the Providence family of organizations may change your current benefits. Changes in benefits, including paid time-off, happen for various reasons. These reasons can include changes of Legal Employer, FTE, Union, location, time-off plan policies, availability of health and welfare benefit plan offerings, and other various reasons.

• 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)., * Experience in healthcare, clinical, or highly regulated environments.
• Experience with ServiceNow, Snowflake, PowerBI and other analytical tools
• Experience with automation, scripting, and softwarebased solutions to reduce manual operations.
• Demonstrated success improving customer or caregiver satisfaction through technology.
• Background in modern service reliability or service engineering practices

Posted are the minimum and the maximum wage rates on the wage range for this position. The successful candidate's placement on the wage range for this position will be determined based upon relevant job experience and other applicable factors. These amounts are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities.

Providence offers a comprehensive benefits package including a retirement 401(k) Savings Plan with employer matching, health care benefits (medical, dental, vision), life insurance, disability insurance, time off benefits (paid parental leave, vacations, holidays, health issues), voluntary benefits, well-being resources and much more. Learn more at providence.jobs/benefits.

Applicants in the Unincorporated County of Los Angeles: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Unincorporated Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

At Providence, our strength lies in Our Promise of "Know me, care for me, ease my way." Working at our family of organizations means that regardless of your role, we'll walk alongside you in your career, supporting you so you can support others. We provide best-in-class benefits and we foster an inclusive workplace where diversity is valued, and everyone is essential, heard and respected. Together, our 120,000 caregivers (all employees) serve in over 50 hospitals, over 1,000 clinics and a full range of health and social services across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. As a comprehensive health care organization, we are serving more people, advancing best practices and continuing our more than 100-year tradition of serving the poor and vulnerable., Providence Shared Services is a service line within Providence that provides a variety of functional and system support services for our family of organizations across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise.