At AIG, we are reimagining the way we help customers to manage risk. Join us as an A

mericas Digital Workplace Operations Lead to play your part in that transformation. It’s an opportunity to grow your skills and experience as a valued member of the team.

Make your mark in Information Technology

At AIG, technology is at the heart of everything we do, from underwriting risks to processing claims. The Information Technology (IT) team equips our colleagues with the latest tools to complete their work efficiently, with the highest standards of excellence. The team is responsible for shielding the company’s systems from security risks, while designing technology strategies that enable AIG’s businesses to achieve their goals. Innovation in IT drives innovation across the organization.

Who we are

American International Group, Inc. (AIG) is a leading global insurance organization providing a wide range of property casualty insurance and other financial services. We provide world-class products and expertise to businesses and individuals in more than 200 countries and jurisdictions through AIG operations, licenses and authorizations as well as network partners. And we are committed to using our insights and thought leadership to not only manage risks, but to make real positive differences in every community we serve.  

What you need to know

• Provide operational oversight for all Digital Workplace technologies, tools and support functions to provide a stable, reliable and productive platform for AIG employees and third-party staff in the Americas region.

• Digital Workplace technologies, tools and support functions include physical and virtual endpoints, M365, video conference systems, Digital Experience tools and DEX score objectives, mobile devices, help desk and field services management, print management and any new technologies owned by Digital Workplace

• Establish and maintain positive engagement and communications with key stakeholders in the AIG business and other technology and support functions such as real estate, network/voice, and business applications.

• Collaborate closely with Executive Support teams to ensure exceptional IT services are delivered to company executives.

• Maintain on-call availability to oversee and drive support teams to diagnose and resolve Major Incidents impacting the Digital Workplace environment.

• Implement strategies for exceptional Tech Bar/walk-up support and oversee service quality.

• Drive high-quality service delivery from third-party partners, ensuring adherence to SLAs and continuous improvement of the employee experience.  Act as single point of contact for key Americas third-party partners overseeing onboarding, approvals, contracts and escalations. 

• Advocate strong adherence to AIG change, incident and problem management principles to proactively prevent incidents and streamline the resolution of outages or disruptions.

• Ensure all operational practices conform to enterprise risk, compliance, and regulatory requirements, including audits and data protection standards.

• Work in close coordination with Digital Workplace engineering teams to align on incident trends, escalations, and roadmap enhancements.

• Monitor operational performance metrics and identify opportunities for efficiency, automation, and improved user experience.

 What you'll need to succeed

• 7–10 years in IT operations or digital workplace environments, with 3+ years in a leadership role.

• Strong knowledge of core Digital Workplace technologies, with particular focus on Microsoft 365, GenAI capabilities, VDI, meeting room platforms, mobility management and end-user computing tools including laptops, desktops, and video conferencing systems.

• Demonstrated experience in managing and collaborating with third-party service providers in a multi-vendor environment to provide a positive employee experience.

• A strong track record of ensuring operational readiness and stability during various technology migrations and refresh efforts, software / OS upgrades and the introduction of new technologies

• Experience leveraging the Nexthink DEX system to improve employee experience is beneficial, along with familiarity of XLAs.

• Exceptional troubleshooting and analytical skills with a track record of resolving complex technical issues.

• Excellent communication skills, both verbal and written, with the ability to clearly convey technical issues to non-technical audiences and various layers of the organization.

• Exhibit strong influencing skills

• Proven ability to work collaboratively across teams, including engineering, support, and b