Corporate Vice President - Service Partner Operations Leader - 94005

New York Life Insurance Co•New York, NY

16d•$119,000 - $170,000•Hybrid

About The Position

This role is focused on ensuring the smooth day-to-day operation of partner-supported service work. The individual will collaborate across departments such as Contact Center, Claims, and Field Services to maintain operational stability, track performance, and promptly resolve issues. While not responsible for contracts or vendor strategy, this role is accountable for the performance of the work, requiring close monitoring of data, collaboration with service leaders and vendor management, and intervention when performance deviates from expectations.

Requirements

8–10+ years of experience in service operations or delivery roles, ideally in large or complex environments
Experience owning operational results and stabilizing performance when needed
Strong comfort working with data, metrics, and performance tracking to guide decisions
Ability to manage KPIs, run performance reviews, and hold teams accountable for outcomes
Experience working with third-party or offshore delivery partners
Clear communicator who can work across teams and escalate issues when needed
Ability to work effectively with internal teams and external partners
FINRA licensed and/or FINRA Associated Person pre-hire fingerprinting

Nice To Haves

Background in insurance, financial services, or other regulated industries specifically contact center operations
Exposure to process improvement or operational transformation work
Bachelor’s degree or equivalent experience

Responsibilities

Monitor day-to-day performance across partner-supported work, identify issues early, and help drive fixes to keep operations stable
Work with Service leaders and vendor management to ensure work meets expectations for quality, timeliness, and customer experience
Connect performance data to business goals by tracking KPIs, highlighting gaps, and helping refine how success is measured
Support business continuity and resiliency efforts, including planning for disruptions, capacity changes, and recovery needs
Help improve how work gets done by identifying inefficiencies, clarifying roles and handoffs, and supporting practical process improvements