Agent and Advisor CRM Product Manager

New York Life • New York, NY

17h • Hybrid

About The Position

The Sales Central Product Manager for the Field Experience (FX) Value Stream will be responsible for the product strategy, designing and enhancing the digital platforms and processes supporting advisors and field leaders in our core customer relationship management (CRM), agent communication, document management, and other support systems. Our SalesCentral product acts as our hub for our client data and aspires to be an effective hub for our sales process, experience, and practice management.
The SC Product Manager also supports our InfoCentral, Paperless Office, and other sales support platforms. These products power our advisor experience, and they are a core enterprise capability. This role plays a critical part in shaping the advisor and field leader experience by driving modernization, innovation, and efficiency to create capabilities that enable best practices and inspire achieving goals and competition that benefit our clients and advisors.
As part of the Field Experience Value Stream, the Product Manager will play a key role in transforming how advisors and field leadership connect to most advisor tools enduring businesses and practices and support the core needs of our specialty planning centers of excellence such as Nautilus and the Financial Guidance COE. The Product Manager will collaborate closely with peer product managers in Field Experience Delivery, our Technology, Data, AI, and Ventures (TDAV) team, Design and Insights, and FX & Agency leadership to achieve productivity improvements, adoption goals, and reduce friction in our experiences. Platform and ecosystem simplification are critical to scaling our impact and capabilities with these products.
The ideal candidate brings deep knowledge of the insurance distribution and sales, a passion for simplifying complex systems through digital product delivery, and the ability to coach and lead cross-functional teams to deliver meaningful change.

Requirements

• Bachelor’s degree in business, Finance, Economics, or a related field.
• 7+ years of product management or business leadership experience within financial services, with a focus on wealth management and investments.
• Proven ability to lead digital product initiatives from concept through delivery.
• Strong understanding of product strategy, product lifecycle management, and customer-centered product development.
• Demonstrated success in driving process optimization and technology modernization through data-driven decision making.
• Strong analytical, communication, and stakeholder management skills.

Nice To Haves

• Experience with CRM platforms, for example SalesForce’s Financial Services Cloud or Sales Cloud supporting insurance distribution, sales, and practice management journeys in financial services.
• Agile certification (e.g., CSPO, PMI-ACP) or experience working in agile delivery environments.

Responsibilities

• Own the end-to-end product lifecycle for our CRM and sales support platforms, including digital tools supporting agent communication, lead management, and document management. These products support agents and advisors throughout the sales process and building their practices. They also support the needs of our field leadership who support and guide our agents and advisors to create the most capable career Agency field force in the business.
• Develop and maintain a product roadmap aligned with FX Value Stream’s strategic objectives and key results (OKRs) to ensure the effectiveness of our delivery and drive value realization.
• Define and drive product roadmap (e.g., MBIs, epics) in line with product-level vision and OKRs, synchronizing and refining with respective Product Owners. This includes maintaining a capability map to allow for traceability to user experience.
• Work closely with FX and Agency leaders to establish each product’s business value and support messaging, communication, and customer outreach as needed
• Work with TDAV and FX Operations to improve business processes at the product level weaving in GenAI and Agentic AI to create seamless, timely experiences and insights.
• Establish goals and enable modernization and transformation efforts across PPM products and platforms, leveraging digital tools, AI, and data to drive value.
• Identify opportunities to refine end-to-end business processes impacting product success and promote continuous process improvement based on data.
• Partner with stakeholders and FB Insights team to identify opportunities that innovate both advisor and field leader experiences. Integrate usability studies, research, and design standards into product requirements.
• Partner with TDAV leadership to research and evaluate emerging technologies, digital tools, and industry trends to drive innovation. And collaborate to reduce our platform footprint to drive cost efficiencies and simplify the future environment for delivery.
• Bring a problem-first mindset.
• Coach and enable Product Owners to collaborate with FX Enablement and FX Operations to ensure organizational readiness and change management considerations are incorporated and aligned with delivery timelines.
• Identify, manage, and resolve dependencies and risks across and within value streams in concert with release train engineer (RTE) and engineering/tech lead.
• Collaborate with data governance and engineering on overall product data principles, standards, and strategy
• Collaborate with advisors, field partners, and internal stakeholders to gather feedback and prioritize initiatives. Make informed choices and then enable them for execution.
• Define, maintain, and track product-level OKRs, aligning with FX OKRs
• Translate business goals and user needs into clear product outcomes through well-defined epics/features.
• Ensure Product Owner-generated user stories deliver on committed feature expectations through clear requirements and acceptance criteria.
• Consistently apply UX/UI design standards to ensure intuitive, consistent, and frictionless user experiences.
• Define data input and output requirements for the end-to-end product journey aligned with value stream and business goals
• Prioritize epic backlogs based on business value, effort, and strategic alignment.
• Manage vendor relationships and third-party integrations as needed.
• Ensure timely delivery of product releases and adherence to regulatory and compliance standards.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level