CVP, Senior Director - Operations and Customer Experience - Financial Education & Wellness

 

Location Designation: Hybrid - 3 days per week 

Our New York Life culture has laid the foundation for over 180 years of commitment to our employees, agents, policy owners, and the communities where we live and work. Here you become a valued part of a welcoming, inclusive, and caring organization with a long-standing legacy in stability and growth. The strength revolves around our diversified, multi-dimensional business portfolio that goes beyond life insurance.

 

As a Fortune 100 company and industry leader, we provide an environment where you can explore your career ambitions, offering opportunities to tackle meaningful challenges and stretch your skills while balancing work and life priorities.  You will be part of an inclusive team guided by our belief to always be there for each other–providing the support and flexibility to grow and reach new heights while making an impact in the lives of others.

 

You are our future, and we commit to investing in you accordingly. 

 

 

Role Overview:  

New York Life is hiring a Senior Director, Operations and Customer Experience for its Financial Education & Wellness team. This team is responsible for driving the strategic direction and development of our proprietary financial wellness offering, accessible through workplace distribution channels and our financial advisors within their local communities. Our objective is to provide meaningful, actionable knowledge and resources for clients, advisors, and the customers we serve, enhancing New York Life’s brand while helping customers and their families have more secure financial futures.

The ideal candidate will have a proven track record of leadership in operations and customer experience, and be a strong connector of ideas, needs, and people who can help operationalize New York Life's Financial Education & Wellness strategy, and enhance our operational efficiency along with speed to market.

                                                                                                              

 

What You’ll Do:  

Functional responsibilities:

• Lead, develop, and manage operational and technical plans in support of Product and Distribution/ Go-To-Market strategies, including but not limited to:
• Monitor and create new opportunities in Customer Experience systems and platform
• Establish, document, and maintain standard operating procedures (SOPs) and ensure alignment with regulatory and client requirements
• Coordinate new client set-up for workplace distribution channels including technology and vendor integration
• Provide oversight and strategic recommendations to streamline onboarding and integration for financial professionals participating in the program
• Work closely with marketing and distribution colleagues to coordinate and manage sales enablement campaigns 
• Operational Risk – Work in partnership with vendors, Legal, Compliance, Risk, and other corporate functions to enhance our processes, procedures, data quality, compliance with guidelines and best practices, and documentation adherence to regulations and requirements. Conduct excellence reviews and provide client feedback to functions and vendors in support of strategic priorities and client excellence.
• Technology – Collaborate closely with Technology and Digital Product Management Teams to help define business requirements for refining and enhancing digital products and user experience (UX).
• Customer Service – Manage program customer service and internal correspondence function for all program offerings. Collaborate with other departments to resolve customer issues and improve the overall customer experience.
• Develop and support the delivery of sales enablement processes.
• Act as a liaison between Financial Education & Wellness, Agency, Foundational Business, Strategic Businesses, Operations, and Technology teams to support system enhancements and issue resolutions.

                                                                                                           

 

What You’ll Bring:  

You are a strong fit for this role if you have:

• 10+ years of experience in Operations or C