Corporate Vice President - Manager, Agent Support Operations

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 readine