Location Designation: Hybrid - 3 days per week
Role Overview:The Corporate Vice President leads the IVR Technology function and provides strategic and operational oversight of the telephony platforms, tools, and customer experiences that support the Direct business. This leader manages a team of technical resources responsible for voice support, issue resolution, roadmap execution, governance prioritization, and delivery of enhanced servicing capabilities. The role requires close partnership across Enterprise Technology, Direct IT, and business stakeholders to translate business and technical needs into actionable work, monitor performance and customer experience metrics, support critical production situations, and advance reliable, future-ready voice technology solutions that improve operational efficiency and business outcomes.
What You'll Do:- Lead a team of technical resources responsible for administering, maintaining, and enhancing telephony platforms and customer experiences.
- Oversee day-to-day voice support, including issue investigation, resolution, and operational follow-through.
- Advance the telephony roadmap through analysis, prioritization, and implementation of new and enhanced servicing functionality.
- Represent Direct priorities and sequencing through the telephony governance process.
- Lead medium-complexity initiatives from planning through execution, ensuring alignment with business priorities and delivery objectives.
- Monitor metrics that assess business impact, system performance, and customer experience.
- Evaluate production issues by listening to calls, reviewing data inputs, and validating the customer experience.
- Make timely, informed decisions that support initiative success and minimize operational impact to Direct.
- Develop clear, actionable work requests that translate telephony priorities into executable technology work.
- Support critical production situations that impact business operations and customer servicing.
What You'll Bring:This role requires an influential, collaborative leader with strong business acumen, intellectual curiosity, and a growth mindset. The successful candidate will operate effectively across organizational boundaries, align stakeholders around shared priorities, thrive in a fast-paced environment, and help evolve the IVR Technology team toward a future-ready operating model that supports the Direct business.
Required Skills:- Bachelor's degree in business, technology, or a related discipline; equivalent experience will also be considered
- At least five years of experience in telephony support or a related technical discipline
- Proven success implementing voice technology solutions that support business operations and customer experience
- Strong communication skills, including the ability to translate complex technical terminology into clear, accessible messages for all levels of the organization
- Knowledge of how call centers use telephony tools to support customer interactions and servicing outcomes
- Strong understanding of development concepts and SDLC methodologies
- Experience with IVR technologies, including DTMF, natural language, Computer Telephony Integration, voice recording, and operational analytics
- Experience with voice technology tools such as Amazon Connect, Nuance, Cisco, Finesse, CUIC, and Verint
- Experience with inbound and outbound dialer capabilities
- Experience with scheduled and courtesy callback capabilities
- Experience composing clear, customer-centered IVR messaging
- Strong business acumen and ability to connect technology decisions to operational outcomes
- Demonstrated leadership and influence skills that advance business initiatives, operational efficiency, and measurable outcomes
- Experience contributing to mid- and long-term department and enterprise strategy
- Technical knowledge of telephony tools and resources, ability to develop SQL queries, and intermediate proficiency in Microsoft Office, including Word, Excel, and PowerPoint
Preferred Skills:- Knowledge of the NYL Direct business or operational understanding of the life insurance business
- Experience with Agile practices and delivery methodologies
- Experience developing or implementing AI-enabled tools in a corporate setting to advance automation and efficiency
Pay TransparencySalary Range: $120,000-$150,000
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.
Our BenefitsWe 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 hereto discover more about our comprehensive benefit options or visit our NYL Benefits Site.
Job Requisition ID: 95098
