Location Designation: Hybrid - 3 days per quarter
Role OverviewAs 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 BringYou 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 TransparencySalary 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.
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: 94478
