Vice President, Site Reliability Engineering

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Job Summary
Consumer Cellular is seeking a Vice President, Site Reliability Engineering to lead the strategy, governance, and operational execution of reliability across the Product and Technology department. This executive role is responsible for the availability, performance, resiliency, and recoverability of the systems that support customers, retail, care, billing, and enterprise operations, advancing a measurable service-level discipline, reducing operational toil through automation, and strengthening incident readiness while protecting customer, employee, and company data.

You will need to reside within 50 miles of our Corporate Headquarters in Scottsdale, AZ as this role has the option of hybrid or onsite.

Key Responsibilities

• Define and execute the enterprise site reliability engineering vision, strategy, roadmap, and operating model in alignment with Technology priorities, business goals, customer experience objectives, operational efficiency targets, and value creation expectations.
• Lead site reliability engineering, production engineering, platform and infrastructure engineering, observability, incident and problem management, capacity and performance engineering, and related technical teams responsible for operating and improving enterprise systems and customer-facing services.
• Partner with the CIO, executive leadership, product, operations, security, infrastructure, network, data, vendor management, and business stakeholders to prioritize reliability investment and ensure engineering delivery supports measurable business outcomes.
• Establish standards, controls, metrics, and governance for service level indicators and objectives, error budgets, production readiness reviews, change management, release safety, incident severity and escalation, blameless postmortems, and corrective action accountability.
• Drive reliability engineering practices that reduce toil and manual effort, including automation, self-healing systems, infrastructure as code, progressive delivery, resilience and failure testing, capacity planning, and performance engineering.
• Provide leadership for observability strategy, including telemetry standards, metrics, logging, distributed tracing, alert quality, on-call health and sustainability, anomaly detection, and continuous improvement of time to detect and time to restore.
• Own availability, continuity, and recoverability, including high availability and failover design, backup and restore, disaster recovery planning and testing, recovery objectives, major incident command, and executive communication during critical events.
• Ensure reliability engineering practices comply with organizational data privacy standards, information security protocols, change control and audit requirements, regulatory obligations, and approved technology usage policies.
• Build, mentor, and develop high-performing engineering leaders and teams, fostering a culture of operational ownership, ethical judgment, accountability, continuous improvement, collaboration, and customer focus.

Job Qualifications
Required Skills & Experience:

• Bachelor’s degree in Computer Science, Engineering, Information Systems, Information Technology, Business, or related field (or equivalent work experience).
• 15+ years of experience in progressive technology leadership, including senior leadership of site reliability engineering, production or platform engineering, cloud and infrastructure operations, software engineering, or comparable IT engineering functions.
• Demonstrated experience leading teams that operate, scale, and continuously improve large, high-availability, customer-facing production environments, including accountability for uptime, performance, and recovery outcomes.
• Strong fluency with service level indicators and objectives, error budget practice, incident command and major incident response, blameless postmortem and problem management, observability, capacity and performance engineering, and toil reduction through automation.
• Experience establishing reliability governance, including production readiness standards, change and release controls, risk assessment, operational risk acceptance, disaster recovery testing, audit evidence, and transparent reporting of service health.
• Strong knowledge of modern software engineering practices, agile delivery, DevOps, DevSecOps, site reliability engineering models, cloud architecture, API platforms, data platforms, automation, observability, quality engineering, and technical debt management.
• Proven ability to lead large teams of employees, contractors, and strategic partners while developing scalable organizational structures, sustainable on-call models, leadership bench strength, and clear accountability models.
• Exceptional business acumen, financial discipline, communication, stakeholder management, and executive presence, including the ability to translate complex reliability, infrastructure, security, and engineering topics for senior leadership and board-level audiences.
• Strong analytical, problem-solving, prioritization, and change leadership skills with a track record of delivering measurable improvements in availability, resiliency, quality, cost, speed, risk reduction, and customer experience.

Technology Requirements:

• Experience with cloud services and hybrid infrastructure, container orchestration, infrastructure as code, CI/CD pipelines, configuration management, networking, API and middleware platforms, databases, identity and access management, and secure integration patterns.
• Hands-on familiarity with observability and operations tooling, including metrics, logging, distributed tracing, application performance monitoring, synthetic and real-user monitoring, alerting and on-call platforms, incident management systems, and service status communication.
• Working knowledge of resilience engineering techniques, including redundancy and failover design, multi-region and multi-zone architecture, graceful degradation, circuit breaking and rate limiting, backup and restore, disaster recovery exercises, chaos and failure injection testing, and load and performance testing.
• Ability to evaluate, rationalize, and modernize complex application and infrastructure portfolios while maintaining system availability, business continuity, security, privacy, and compliance requirements.
• Working knowledge of reliability and operational metrics, including service level objective attainment, error budget consumption, availability, time to detect and time to restore, change failure rate, deployment frequency, incident and problem trends, alert noise and on-call load, cost-to-serve indicators, and toil reduction measures.
• Demonstrated ability to responsibly evaluate and adopt emerging technologies, including AI-assisted operations and anomaly detection, while ensuring all work aligns with organizational ethics expectations, data privacy standards, security protocols, legal requirements, and approved usage policies.

Technology & Innovation:

• Continuous Improvement: Proactively identifies and integrates emerging technologies, including AI tools (e.g., ChatGPT, Claude, Copilot), to optimize performance and operational efficiency.
• Compliance & Ethics: Ensures all AI-assisted work aligns with organizational data privacy standards, security protocols, and ethical usage policies.

About Consumer Cellular
Founded in 1995, Consumer Cellular is the first wireless provider unapologetically built for Americans 50+. An approved wireless partner of AARP, Consumer Cellular is trusted by more than 4 million subscribers for affordable plans, popular phones and devices, and great nationwide coverage, all backed by top-rated, 100% U.S. based customer support. Based in Scottsdale, AZ, with 3,000 employees in company locations throughout the U.S., Consumer Cellular has earned recognition as the most awarded wireless brand for customer service. The company has been honored as #1 in customer service in its industry numerous times and, in 2024, ranked #1 in network coverage and customer satisfaction among wireless carriers by American Customer Satisfaction Index (ACSI). Additionally, the company has been featured 12 times on the Inc. 5000 list of the fastest-growing privately held U.S. companies. Consumer Cellular phones, devices and plans are available nationwide through our company-owned neighborhood stores, online at , by phone at (888) 345-5509, and at leading retailers including Walmart. Connect with Consumer Cellular on Facebook, Instagram, and Youtube for tutorials, features, applications, and company news.

Pay & Benefits Data (in accordance with the Equal Pay and Opportunities Act)

• Minimum Salary: $189,000
• Maximum Salary: $288,750

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors. Our Talent Acquisition team are able to answer any additional questions you may have as you move through the selection process. As part of our Total Rewards package, Consumer Cellular, Inc. offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, and emotional wellbeing.

• Competitive base pay with potential for shift differential, overtime and bonus pay
• Medical insurance (98% company-paid for full-time employee only coverage)
• Dental and Vision insurance (100% company-paid for full-time employee only coverage)
• 401(k) company match of 100% up to 6% of your pay
• Discounted Consumer Cellular wireless phone plan for employees
• Paid Time Off (PTO) available following a 30-day waiting period*
• 6 company-paid holidays plus 16 hours of floating holiday accrual per year
• Flexible Spending Accounts (FSA) for health care and dependent care expenses
• Life and AD&D insurance equal to 1x your annual earnings (100% company-paid)
• Long-Term Disability insurance (100% company-paid)
• Employee Assistance Program (100% company-paid)
• Education reimbursement
• Employee rewards program

*Accrue up to 40 hours in 1st year for hourly positions and up to 120 hours for salaried positions.

Pre-employment background check and drug screen is required.