Corporate Vice President, IVR & Voice Technology

New York Life Insurance Co.; Tampa (FL); Sur place; USD 120 000 - 150 000; Plein temps

Résumé du poste

New York Life Direct is seeking a Corporate Vice President to lead the IVR Technology function, overseeing telephony platforms and customer experiences across the Direct business.

You will collaborate with Enterprise Technology and Direct IT to translate business needs into actionable work, monitor performance metrics, and advance a future-ready voice capabilities roadmap that improves operational efficiency and customer outcomes.

Qualifications

• Bachelor's degree in business, technology, or related discipline
• At least five years of telephony support or related technical discipline
• Experience implementing voice technology solutions that support business operations and customer experience
• Strong communication skills translating complex technical terms for all levels of the organization
• Knowledge of how call centers use telephony tools to support servicing outcomes
• Experience with IVR technologies and voice analytics

Responsabilités

• 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, aligned with priorities and delivery objectives.
• Monitor metrics that assess business impact, system performance, and customer experience.
• Evaluate production issues by listening to calls and validating the customer experience.
• Develop clear, actionable work requests translating telephony priorities into executable tech work.
• Support critical production situations impacting business operations and customer servicing.

Connaissances

Telephony leadership

Voice support

IVR technologies

SQL queries

Leadership

Stakeholder collaboration

SDLC knowledge

Performance metrics

Agile practices

Communication

Formation

Bachelor's degree in business, technology, or related discipline

Outils

Amazon Connect

Nuance

Cisco

Finesse

CUIC

Verint

Description du poste

Location Designation: Hybrid - 3 days per week

Business Unit Overview:

At New York Life Direct, you'll be joining the nation's #1 direct-to-consumer provider of life insurance. The AARP Life Insurance Program from New York Life is endorsed by AARP and is the only life insurance program developed exclusively for AARP members. Your work will help more Americans achieve greater financial security and peace of mind.

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 Transparency

Salary 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.

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.