Onsite Service Leader & Relationship Manager

New-York-Life; Waltham (MA); On-site; USD 80,000 - 106,000; Full time

Benefits offered by this job

Discretionary bonus

Annual incentive program

Onsite work environment

Job summary

New York Life seeks a Service Leader in Waltham to strengthen agency relations and deliver tailored service solutions. You’ll act as the primary liaison between GO Agency Managers, recruiters, and agents, guiding service delivery and enabling adoption of digital tools.

Responsibilities include managing escalations, overseeing onsite specialists, collaborating with sales, and training staff on new tools and platforms to improve productivity and customer experiences.

Qualifications

• Bachelor’s degree or equivalent business experience.
• FINRA SIE and Series 99 exams required within six months of hire.
• Strong interpersonal and communication skills; ability to build trusted relationships at all levels.
• Proficiency with Microsoft Office suite and SharePoint; ability to learn quickly.

Responsibilities

• Serve as the trusted point of contact for GO Agency Managers, recruiters, and agents; ensure they receive the service support they need to succeed.
• Address service escalations with empathy, urgency, and accountability to maintain satisfaction.
• Oversee onsite specialists; monitor workload and productivity metrics.
• Collaborate with Agency sales to align service initiatives with business development goals.
• Provide AI and digital support; train and guide on AI-driven tools and platforms.
• Coordinate local engagement events to reinforce partnerships and drive engagement.
• Lead training and onboarding for new service tools and capabilities.
• Manage local facilities and technology support in partnership with the Service team.

Skills

Interpersonal skills

Communication skills

Customer-centric mindset

Problem solving

Learn quickly

Education

Bachelor’s degree or equivalent

Tools

Microsoft Word

Excel

PowerPoint

Outlook

SharePoint

Job description

New York Life seeks a Service Leader in Waltham to strengthen agency relations and deliver tailored service solutions. You’ll act as the primary liaison between GO Agency Managers, recruiters, and agents, guiding service delivery and enabling adoption of digital tools.

Responsibilities include managing escalations, overseeing onsite specialists, collaborating with sales, and training staff on new tools and platforms to improve productivity and customer experiences.