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About the Role

Lead and modernize New York Life's Agent Help Desk operation, ensuring exceptional technology support for agents and their staff in a 24x7 Bring Your Own Device (BYOD) environment. This role combines operational leadership with strategic planning to improve the agent support experience through AI-enabled capabilities, Amazon Connect, self-service, operational analytics, workforce optimization, and industry best practices. Partner with various teams to ensure support operations evolve alongside enterprise technology initiatives.

Responsibilities

Lead the day-to-day operation of the Agent Help Desk, including workforce leadership, outsourced support provider management, service quality, escalations, operational performance, and 24x7 support delivery within a BYOD environment.
Lead the operational partnership with outsourced support providers to ensure appropriate staffing, workforce planning, service quality, performance management, operational readiness, and continuous improvement of support operations.
Develop and execute the operational strategy for the Help Desk by expanding self-service capabilities, improving knowledge management, leveraging AI-enabled support, and continuously improving the agent support experience.
Partner with Engineering, APSO, Release Management, Change Management, Field Enablement, Data & Insights, and other Value Stream teams to ensure the Help Desk is operationally ready for technology releases, business changes, and enterprise initiatives.
Leverage Amazon Connect capabilities, operational analytics, customer feedback, and industry best practices to improve routing, workforce effectiveness, first-contact resolution, digital support, and the overall agent support experience.
Analyze operational metrics, support trends, customer feedback, and emerging technologies to identify opportunities that reduce demand, automate support processes, improve self-service adoption, and continuously enhance operational effectiveness.

Requirements

Experience leading modern Help Desk or contact center operations with a passion for delivering exceptional customer experiences.
Understand how to balance daily operational excellence with long-term transformation by leveraging AI, automation, self-service, operational analytics, workforce optimization, and evolving contact center technologies.
Comfortable leading outsourced support partnerships, collaborating across business and technology organizations, influencing stakeholders, and translating operational insights into meaningful improvements that strengthen the agent support experience.
8+ years of experience leading Help Desk, contact center, technology support, service operations, or customer support organizations.
Experience leading and continuously modernizing Help Desk or contact center operations through the adoption of new technologies, automation, self-service, AI-enabled capabilities, and operational best practices.
Experience leading operations within a modern cloud-based contact center platform (e.g., Amazon Connect, Genesys Cloud, Five9, NICE CXone, or equivalent).
Experience managing outsourced support providers and vendor partnerships in a customer support or contact center environment.
Experience supporting Bring Your Own Device (BYOD) or similarly diverse end-user technology environments.
Experience leveraging operational analytics, workforce planning, customer feedback, and service level management to improve operational performance and customer experience.
Experience with Amazon Connect and AI-enabled capabilities such as Contact Lens, intelligent routing, analytics, call summarization, or workforce optimization.
Experience leveraging AI, automation, knowledge management, or self-service capabilities within support operations.
Experience supporting field-based sales organizations or distributed workforces.
Experience leading operational transformation or contact center modernization initiatives.

Skills

AI-enabled capabilities
Amazon Connect
Self-service
Operational analytics
Workforce optimization
Help Desk operations
Contact center operations
Technology support
Service operations
Customer support
Cloud-based contact center platform
Vendor partnerships
Bring Your Own Device (BYOD)
Service level management
Contact Lens
Intelligent routing
Call summarization
Knowledge management
Automation

Location

Hybrid

Work Type

Hybrid - 3 days per quarter

Experience Level

8+ years of experience

Salary/Compensations

$133,000-$190,000

Benefits

Leave programs
Adoption assistance
Student loan repayment programs

About the Company

At New York Life, our 180-year legacy of purpose and integrity fuels our future.
Evolving into a more technology-, data-, and AI-enabled organization, while remaining grounded in values that drive lasting impact.
Diverse business portfolio creates opportunities to make a difference across industries and communities.
A place to grow skills, contribute to meaningful work, and deliver solutions that matter.
A Fortune 100 mutual company.
Recognized as one of Fortune’s World’s Most Admired Companies.
Committed to improving local communities through a culture of employee giving and volunteerism, supported by the Foundation.
Operates in the best interests of its policy owners due to its mutuality.

Equal Opportunity

Fostering an inclusive workplace is fundamental to who we are and how we serve our communities.
Longstanding commitment to creating an environment where individuals can contribute their best and succeed together.
Foundation rooted in core values of humanity and integrity, ensuring every employee feels valued and supported.
Embracing a broad range of perspectives and experiences to achieve greater success and fulfill the promise of providing financial security and peace of mind to families across all communities.