[Hiring] Platform Reliability, Observability & Performance Manager @Prime Therapeutics

Role Description

Genesis10 is currently seeking a Platform Reliability, Observability & Performance Manager for a Remote position with a Leading Pharmacy Benefit Manager located in Eagan, MN. This is a 12+ month contract opportunity.

As our client migrates to a new platform, this leader will own how the organization monitors, measures and improves the platform's performance. This involves transforming scattered alerts, vendor reports, and manual checks into a clear, proactive, and accountable operating discipline that works across the company and its platform partner.

• Build and own a unified performance scorecard covering adjudication accuracy and speed, file turnaround, API response, system availability, and reporting timeliness
• Work with Enterprise Observability to provide universal access to monitoring data
• Define service level indicators and objectives (SLIs/SLOs) and alert thresholds aligned with incident priority levels
• Add trend reporting for aging, recurring issues, capacity limits, and impact by member, client, and claim
• Write runbooks and standard procedures for monitoring, triage, escalation, and hypercare
• Fix alert routing and ownership to ensure every alert reaches the right team with a clear procedure
• Track and enforce incident notification commitments from platform partners
• Establish release-readiness gates, performance/stress testing, and disaster recovery testing
• Own the performance and reliability backlog, prioritizing by impact, risk, and contractual obligations
• Act as the main performance lead with engineering and service delivery teams
• Explain technical issues in plain business terms for executives and clients

Qualifications

• 8+ years in platform operations, site reliability engineering (SRE), observability, production support, or program management
• Hands-on experience with observability tools (e.g., Dynatrace, Grafana, Splunk), dashboarding (Power BI), and SQL
• Knowledge of APIs, batch and real-time file exchange, cloud data platforms (e.g., Redshift, GCP), and NCPDP claims flow
• Experience with ITIL incident, problem, and change management in ServiceNow, and with Jira
• Calm, decisive, and clear during incidents
• Ability to influence without authority, both internally and with an external vendor
• Excellent written and presentation skills for executive and client audiences
• Uses data to make decisions and pushes for root-cause fixes over workarounds
• Proven record of building repeatable processes, governance, and operating rhythms from scratch
• Strong backlog management and prioritization skills across competing stakeholders
• Experience managing vendor performance and contracted service levels

Desired Skills

• Experience in PBM, claims adjudication or healthcare
• Experience with SLOs and error budgets, or with automated quality gates in release engineering
• Bachelor's degree in a technical or business field
• ITIL, Agile or SRE certification is a plus

Benefits

• Access to hundreds of clients, most who have been working with Genesis10 for 5-20+ years
• The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years
• Access to an experienced, caring recruiting team (more than 7 years of experience, on average)
• Behavioral Health Platform
• Medical, Dental, Vision
• Health Savings Account
• Voluntary Hospital Indemnity (Critical Illness & Accident)
• Voluntary Term Life Insurance
• 401K
• Sick Pay (for applicable states/municipalities)
• Commuter Benefits (Dallas, NYC, SF, and Illinois)