Job Description

Location Designation: Hybrid - 3 days per week

Business Unit Overview
Join Service Experience, the engine powering exceptional experiences for New York Life's clients, agents and beneficiaries. You'll play a vital role in creating seamless customer experiences that build confidence, trust and loyalty. Whether you’re directly supporting clients throughout their life insurance needs or implementing innovative digital solutions, your work impacts the quality of every interaction.

This role is focused on making sure partner-supported service work runs smoothly day to day. You’ll work across areas like Contact Center, Claims, and Field Services to keep operations stable, performance on track, and issues addressed quickly.

You won’t be responsible for contracts or vendor strategy, but you will be accountable for how the work performs. That means staying close to the numbers, working with service leaders and vendor management, and stepping in when things drift off track.

What You’ll Do

• Monitor day-to-day performance across partner-supported work, identify issues early, and help drive fixes to keep operations stable
• Work with Service leaders and vendor management to ensure work meets expectations for quality, timeliness, and customer experience
• Connect performance data to business goals by tracking KPIs, highlighting gaps, and helping refine how success is measured
• Support business continuity and resiliency efforts, including planning for disruptions, capacity changes, and recovery needs
• Help improve how work gets done by identifying inefficiencies, clarifying roles and handoffs, and supporting practical process improvements

What You’ll Bring

Required Skills

• 8–10+ years of experience in service operations or delivery roles, ideally in large or complex environments
• Experience owning operational results and stabilizing performance when needed
• Strong comfort working with data, metrics, and performance tracking to guide decisions
• Ability to manage KPIs, run performance reviews, and hold teams accountable for outcomes
• Experience working with third-party or offshore delivery partners
• Clear communicator who can work across teams and escalate issues when needed
• Ability to work effectively with internal teams and external partners

Preferred Skills

• Background in insurance, financial services, or other regulated industries specifically contact center operations
• Exposure to process improvement or operational transformation work
• Bachelor’s degree or equivalent experience

#LI-JR1

Pay Transparency

Salary Range: $119,000-$170,000

Overtime eligible: Exempt

Discretionary bonus eligible: Yes

Sales bonus eligible: No

Actual base salary will be determined based on several factors but not limited to individual’s experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.

Please note This role requires FINRA licensed and/or FINRA Associated Person pre-hire fingerprinting.

At New York Life, our 180-year legacy of purpose and integrity fuels our future. As we evolve into a more technology-, data-, and AI-enabled organization, we remain grounded in the values that drive lasting impact.

Our diverse business portfolio creates opportunities to make a difference across industries and communities—inviting bold thinking, collaborative problem-solving, and purpose-driven innovation. Here, you’ll find the rare balance of long-standing stability and forward momentum, supported by an inclusive team that honors tradition while embracing progress.

As a Fortune 100 mutual company, we offer a place to grow your skills, contribute to meaningful work, and deliver solutions that matter. Your ideas drive what’s next, and your growth powers it.

Our Benefits

We provide a full package of benefits for employees – and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work. Click hereto discover more about our comprehensive benefit options or visit our NYL Benefits Site

Our Commitment to Inclusion

At New York Life, fostering an inclusive workplace is fundamental to who we are and how we serve our communities. We have a longstanding commitment to creating an environment where individuals can contribute their best and succeed together. This foundation is rooted in our core values of humanity and integrity, ensuring that every employee feels valued and supported. By embracing a broad range of perspectives and experiences, we achieve greater success and fulfill our promise of providing financial security and peace of mind to families across all communities. Click here to learn more about New York Life’s leadership in this space.​

Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the Foundation We're proud that due to our mutuality, we operate in the best interests of our policy owners. To learn more about career opportunities at New York Life, please visit the Careers page of www.NewYorkLife.com

​Visit our LinkedIn to see how our employees and agents are leading the industry and impacting communities.

Visit our Newsroom to learn more about how our company is constantly evolving to meet our clients' and employees’ needs.

Job Requisition ID: 94005