CVP, Experience & Digital Marketing - Digital Platform Operations Manager

 

Location Designation: Hybrid - 3 days per week 

 

 

 

Role Overview:  

The Digital Platform Operations Manager will play a pivotal role in enabling New York Life’s Experience & Digital Marketing organization through the effective management, governance, and optimization of core platforms and operational processes. This role focuses on ensuring that business-configurable platforms — including Workfront, Adobe AEM, Adobe Target, Adobe Launch, Adobe DAM and other key tools and front-end experience layers — are effectively configured, adopted, and continuously improved to support the delivery of content and campaigns at scale.

 

Working in close partnership with leaders, product owners, and subject matter experts, this position ensures that technology investments deliver measurable efficiency, transparency, and business value. Through a combination of process leadership, change management, and platform stewardship, the Experience & Marketing Digital Platform Operations Manager helps operations remain agile, compliant, and aligned with New York Life’s strategic objectives.

 

What Great Looks Like in This Role 

• A collaborative and solution-oriented professional who fosters strong partnerships across Experience & Digital Marketing subject matter experts, Technology, and Business Planning teams. 

• A strong communicator who can connect   and process decisions to the business’ vision and outcomes. 

• Someone who thrives in dynamic environments, bringing structure, organization, and clarity to complex operational and technology challenges. 

• A disciplined strategic executor who drives delivery excellence through clear planning, follow-through, and accountability. 

• A credible change agent who builds trust through transparency, thoughtful governance, and consistent delivery. 

• A hands-on leader who drives adoption, standardization, and continuous improvement across the technology landscape.

 

 

What You’ll Do: 

 

Platform Support and Optimization 
Serve as a strategic partner in the governance, development, configuration, QA, and optimization of business-configurable marketing platforms and tools. Provide oversight and direction to development, configuration, and QA teams to ensure platform changes are designed, validated, and deployed in alignment with business priorities and standards. 

 

Process Design and Enablement 
Collaborate with subject matter experts and leaders to analyze, document, and optimize business processes that improve efficiency and reduce risk. Create workflows, process maps, standard operating procedures, and training materials that ensure adoption and consistency across business operations. 

 

Innovation in Content Operations 
Reimagine how Experience & Digital Marketing delivers content and campaigns throughout the end-to-end advisor and consumer experiences by exploring new technologies, tools, and operating models. Lead efforts to design modern content frameworks, including headless approaches, and establish governance patterns that enable flexibility, scalability, and efficiency. 

 

Incubation of New Capabilities 
Take ownership of emerging technologies, tools, and functions during their initial rollout, providing structure, governance, and operational oversight until they are stable and ready to transition into core business functions. Ensure these capabilities are integrated smoothly, adopted effectively, and aligned with long-term marketing strategies. 

 

Continuous Improvement 
Monitor operational and platform performance to identify areas for improvement. Establish reporting and analytics frameworks, conduct audits, and measure platform utilization and process effectiveness to refine operations continuously. 

 

Stakeholder Engagement and Change Leadership 
Work closely with cross-functional teams to align platform operations and process design with strategic priorities. Lead change management and communication strategi