Corporate Vice President - Colleague Experience Technical Program Manager

• Architect and drive enterprise-wide initiatives that improve the end-to-end digital colleague experience across endpoint platforms applications and collaboration services.

• Leverage DEX platforms such as Nexthink ThousandEyes and ZDX to provide visibility into colleague technology performance and experience.

• Develop and operationalize experience telemetry frameworks that correlate endpoint health application performance network conditions and user sentiment.

• Partner with engineering teams to implement proactive experience monitoring automated remediation and predictive incident detection.

• Design scalable EUC architectures supporting modern workplace environments including device lifecycle management secure endpoint provisioning and hybrid work capabilities.

• Establish engineering standards for endpoint observability performance baselining and experience analytics.

• Provide technical and strategic leadership across enterprise endpoint management platforms including:

• Microsoft Intune

• Microsoft Endpoint Configuration Manager (MECM / SCCM)

• Mobile device management (MDM) and unified endpoint management (UEM) ecosystems

• Lead initiatives that improve critical colleague-facing operational activities such as device provisioning issue remediation automation and application deployment.

• Drive organizational approach to modern zero-touch provisioning policy-driven configuration management and automated device remediation capabilities.

• Partner with cybersecurity and architecture teams to ensure secure endpoint posture aligned with enterprise security frameworks.

• Partner with IT Operations and Service Delivery to lead the evolution of IT Service Management (ITSM) practices across ETS with a focus on experience-centric service delivery.

• Leverage ServiceNow and associated platform capabilities to improve:

• Incident management

• Problem management

• Knowledge management

• Service request automation

• Operational reporting and analytics

• Enforce structured problem management frameworks that identify systemic technology issues impacting colleague experience.

• Partner with operations and engineering teams to drive root cause elimination permanent corrective actions and service reliability improvements.

• Embed ITIL best practices into operational workflows and technology service models.

• Follow and enforce enterprise standards for proactive problem management tied directly to colleague experience outcomes.

• Implement data-driven approaches that combine DEX telemetry service desk data and operational metrics to identify systemic issues.

• Lead cross-domain remediation efforts spanning endpoint platforms infrastructure application services and network services.

• Develop repeatable problem management playbooks governance processes and engineering escalation frameworks.

• Develop frameworks for measuring team utilization operational workload distribution and engineering capacity planning.

• Leverage service management and experience data to identify:

• Operational bottlenecks

• Service demand trends

• Workforce capacity gaps

• Implement reporting mechanisms that enable leadership to optimize staffing models balance workloads and improve service delivery efficiency.

• Provide data-driven insights that guide operational planning and service performance improvements.

• Serve as the technical and operational leader for enterprise colleague experience initiatives within ETS.

• Translate complex engineering insights into executive-level narratives focused on productivity reliability and service outcomes.

• Partner with domain leaders across:

• Digital Workplace

• Infrastructure Engineering

• Cloud Platforms

• Cybersecurity

• Enterprise Architecture

• Service Operations

• Influence cross-functional teams to drive enterprise-wide improvements in technology service experience.

• 10+ years of experience in enterprise technology engineering digital workplace engineering or infrastructure program leadership.

• Demonstrated experience leading large-scale EUC DEX or workplace technology transformation initiatives.

• Deep technical knowledge of Digital Experience Monitoring platforms including:

• Nexthink

• ThousandEyes

• Zscaler Digital Experience (ZDX)

• Strong experience with endpoint management platforms including:

• Microsoft Intune

• Microsoft Endpoint Configuration Manager (MECM / SCCM)

• Unified Endpoint Management ecosystems

• Hands-on familiarity with enterprise ITSM platforms including:

• ServiceNow

• Workflow automation and service catalog design

• ITSM data analytics and reporting

• Strong understanding of enterprise service delivery frameworks and ITIL processes including incident problem and change management.

• Experience implementing observability telemetry and service analytics frameworks.

• Strong ability to analyze system dependencies infrastructure architectures and service delivery workflows.

• Demonstrated ability to operate effectively in complex highly regulated enterprise environments.

• ITIL v4 Certification

• Project Management Professional (PMP)

• SAFe Agilist or Scaled Agile certification

• Certified Scrum Master (CSM)

• Microsoft Endpoint Management certifications

• Cloud certifications (AWS Azure or GCP)

• Bachelor's degree in Computer Science Information Systems Engineering or related technical discipline required.

What We Do

At New York Life our 180-year legacy of integrity mutuality and financial strength fuels a future defined by bold transformation. As the largest mutual life insurance company in the U.S. we operate on behalf of our policy owners—not shareholders. That structure allows us to take a long-term view investing in people purpose and innovation that endures. Guided by a clear enterprise vision to become a technology- data- and AI-powered company we’re modernizing our platforms rearchitecting experiences and embedding intelligence across our products and services. Our mission has always been about helping people through life’s most meaningful moments. Today technology is amplifying that mission—enabling us to serve clients advisors and communities in more personalized proactive ways. With a diversified business portfolio spanning insurance investments retirement group benefits and direct-to-consumer offerings New York Life delivers the stability of a Fortune 100 company with the agility of one that’s continuously evolving. We’re powered by a values-led culture inclusive teams and a shared belief that when our people thrive so does our company. Here tradition fuels momentum—and your ideas energy and growth power what’s next.

Why Work With Us

New York Life is transforming from the inside out—blending 180 years of trust with the velocity of innovation. What makes us different is our culture: grounded in integrity humanity and shared success—values that show up in how we work lead and grow. If you want a place where innovation has purpose—build what's next with us.

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