Corporate Vice President - Technical Program Manager - Infrastructure

 

Location Designation: Hybrid - 3 days per week 

 

 

The Technical Program Manager will be responsible for establishing and managing a comprehensive Colleague Experience Program within Enterprise Technology Services (ETS). This is a pivotal role responsible for leading initiatives that identify, remediate, and transform core customer and employee technology experiences. This individual will drive cross-technology programs to address pain points, improve service quality, and ensure the end-to-end technology experience aligns with New York Life’s broader Technology Transformation Strategy.

This role combines strategic vision with program management disciplines, and a strong focus on user experience. The Client Experience Strategy Manager will collaborate with business leaders, IT teams, and technology partners to implement scalable improvements, promote continuous feedback, and embed customer-centricity across all ETS initiatives.

 

What You'll Do:

Experience Assurance Strategy & Leadership

• Serve as the advocate for customer and employee technology experiences across ETS programs.
• Identify critical experience gaps and systemic issues impacting end users, executives, and clients.
• Develop and execute strategic roadmaps for addressing technology pain points and improving service delivery.
• Sponsor and lead initiatives that align technology outcomes with business and client expectations.

Cross-Technology Program Management

• Direct large-scale initiatives spanning multiple infrastructure, cloud, collaboration, and end-user computing platforms.
• Define scope, objectives, timelines, and resource requirements for client experience improvement programs.
• Rigorously manage risks, dependencies, and issues across initiatives, ensuring successful outcomes.
• Provide clear reporting and program status updates to senior leadership and governance forums.

Continuous Improvement & Feedback Loops

• Build mechanisms to capture, analyze, and prioritize feedback from clients, employees, and executives.
• Facilitate retrospectives and reviews to uncover root causes of recurring issues and identify opportunities for process optimization.
• Promote a culture of continuous improvement, embedding client-centric metrics and KPIs into program delivery.
• Drive the adoption of automation, AI, and self-service solutions to enhance customer and employee experiences.

Stakeholder Engagement & Communication

• Partner with business units, IT leaders, and external partners to ensure alignment of technology initiatives with enterprise goals.
• Act as the primary liaison for client experience strategies across ETS and enterprise-wide forums.
• Deliver executive-level communications, including dashboards, reports, and strategic recommendations.

Governance & Financial Stewardship

• Ensure client experience initiatives are aligned with strategic themes, budgetary goals, and financial targets.
• Validate/track financial forecasts and ensure value delivery across programs.
• Represent client experience strategy in governance boards, portfolio planning sessions, and enterprise forums.

 

What You'll Bring:

• 8+ years of IT or technology strategy experience with a focus on program management and service improvement.
• Proven success in leading large, complex, multi-stakeholder technology initiatives.
• Strong background in customer or employee experience strategy, ideally in enterprise technology environments.
• Excellent communication and executive presence, with the ability to influence senior leadership.
• Skilled in identifying root causes of technology service issues and driving cross-functional solutions.
• Strong facilitation and stakeholder management skills across distributed teams.
• Proficiency with tools such as JIRA, Confluence, and service management platforms.

Desired Skills

• Familiarity with end-user computing, collaboration platforms, I