About the position
Our New York Life culture has laid the foundation for over 175 years of commitment to our employees, agents, policy owners, and the communities where we live and work. Here you become a valued part of a welcoming, inclusive, and caring organization with a long-standing legacy in stability and growth. The strength revolves around our diversified, multi-dimensional business portfolio that goes beyond life insurance. As a Fortune 100 company and industry leader, we provide an environment where you can explore your career ambitions, offering opportunities to tackle meaningful challenges and stretch your skills while balancing work and life priorities. You will be part of an inclusive team guided by our belief to always be there for each other-providing the support and flexibility to grow and reach new heights while making an impact in the lives of others. You are our future, and we commit to investing in you accordingly. As part of Technology, you'll have the opportunity to contribute to groundbreaking initiatives that shape New York Life's digital landscape. Leverage cutting-edge technologies like Generative AI to increase productivity, streamline processes, and create seamless experiences for clients, agents, and employees. Your expertise fuels innovation, agility, and growth — driving the company's success.
Responsibilities
- Develop and execute a comprehensive support model for Microsoft Copilot and ChatGPT.
- Manage internal and vendor-provided support resources to ensure effective resolution of user issues and escalations.
- Act as the primary point of escalation for high-impact issues with Microsoft and OpenAI.
- Maintain up-to-date documentation, knowledge base articles, and self-service tools for end users.
- Design, build, and maintain Power BI dashboards to track usage, performance metrics, user satisfaction, and business impact.
- Identify trends, anomalies, and opportunities through data analysis and provide actionable insights to stakeholders.
- Report regularly to senior leadership on adoption, performance, and ROI of Copilot and ChatGPT tools.
- Develop and deliver executive presentations to communicate platform updates, support insights, and strategic plans.
- Translate complex technical roadmaps and feature sets into business-relevant narratives for stakeholders.
- Serve as a liaison between product owners, IT teams, business units, and senior leadership.
- Stay current on the evolving feature set and roadmap of both Microsoft Copilot and ChatGPT.
- Communicate upcoming changes, releases, and best practices to relevant teams and user communities.
- Partner with product vendors to influence roadmap priorities based on enterprise needs.
Requirements
- 5+ years of experience in IT operations, product support, digital transformation, or a related field.
- Proven experience managing enterprise-level productivity tools (Microsoft 365, AI tools, or similar platforms).
- Proficiency in Power BI and other analytics/reporting platforms.
- Strong communication and presentation skills with experience interfacing with executive leadership.
- Demonstrated ability to manage vendors and navigate issue escalations effectively.
- Strong understanding of AI-powered tools and their business applications.
- Strong background in customer service and technical support.
- Experience in leading and managing a team of support resources.
Nice-to-haves
- Experience supporting Microsoft Copilot and/or OpenAI ChatGPT in an enterprise setting.
- Familiarity with service management frameworks such as ITIL.
- Experience leading support transformation initiatives or implementing new support models.
Benefits
- Leave programs
- Adoption assistance
- Student loan repayment programs
- Annual discretionary bonus
- Comprehensive benefit options
