Location Designation: Hybrid - 3 days per quarter
Role Overview
As the Manager, Agent Support Operations, you will lead and continuously 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. You will partner with Engineering, APSO, Release Management, Change Management, Data & Insights, outsourced support providers, and other Value Stream teams to ensure support operations evolve alongside enterprise technology initiatives and that the Help Desk is prepared for upcoming technology changes.
In addition to leading daily operations, you will serve as the operational voice of the field, identifying trends, recommending improvements, and helping shape the future direction of agent technology support.
What You'll Do
- 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.
What You'll Bring
You bring experience leading modern Help Desk or contact center operations with a passion for delivering exceptional customer experiences. You 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.
You are 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.
Required Skills
- 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.
Preferred Skills
- 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.
Pay Transparency
Salary Range: $133,000-$190,000
Overtime eligible: Exempt
Discretionary bonus eligible: Yes
Sales bonus eligible: No
Actual base salary will be determined based on several factors but not limited to individual’s experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.
Company Overview
At New York Life, our 180-year legacy of purpose and integrity fuels our future. As we evolve into a more technology-, data-, and AI-enabled organization, we remain grounded in the values that drive lasting impact.
Our diverse business portfolio creates opportunities to make a difference across industries and communities—inviting bold thinking, collaborative problem-solving, and purpose-driven innovation. Here, you’ll find the rare balance of long-standing stability and forward momentum, supported by an inclusive team that honors tradition while embracing progress.
As a Fortune 100 mutual company, we offer a place to grow your skills, contribute to meaningful work, and deliver solutions that matter. Your ideas drive what’s next, and your growth powers it.
Our Benefits
We provide a full package of benefits for employees – and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work. Click here to discover more about our comprehensive benefit options or visit our NYL Benefits Site.
Our Commitment to Inclusion
At New York Life, fostering an inclusive workplace is fundamental to who we are and how we serve our communities. We have a longstanding commitment to creating an environment where individuals can contribute their best and succeed together. This foundation is rooted in our core values of humanity and integrity, ensuring that every employee feels valued and supported. By embracing a broad range of perspectives and experiences, we achieve greater success and fulfill our promise of providing financial security and peace of mind to families across all communities. Click here to learn more about New York Life’s leadership in this space.
Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the Foundation. We're proud that due to our mutuality, we operate in the best interests of our policy owners. To learn more about career opportunities at New York Life, please visit the Careers page of www.NewYorkLife.com.
Visit our LinkedIn to see how our employees and agents are leading the industry and impacting communities.
Visit our Newsroom to learn more about how our company is constantly evolving to meet our clients' and employees’ needs.
Job Requisition ID: 94478
