Corporate Vice President - Technical Program Manager - Infrastructure

New York Life•New York, NY

80d•Hybrid

About The Position

The Technical Program Manager will be responsible for establishing and managing a comprehensive Colleague Experience Program within Enterprise Technology Services (ETS). This is a pivotal role responsible for leading initiatives that identify, remediate, and transform core customer and employee technology experiences. This individual will drive cross-technology programs to address pain points, improve service quality, and ensure the end-to-end technology experience aligns with New York Life's broader Technology Transformation Strategy. This role combines strategic vision with program management disciplines, and a strong focus on user experience. The Client Experience Strategy Manager will collaborate with business leaders, IT teams, and technology partners to implement scalable improvements, promote continuous feedback, and embed customer-centricity across all ETS initiatives.

Requirements

8+ years of IT or technology strategy experience with a focus on program management and service improvement.
Proven success in leading large, complex, multi-stakeholder technology initiatives.
Strong background in customer or employee experience strategy, ideally in enterprise technology environments.
Excellent communication and executive presence, with the ability to influence senior leadership.
Skilled in identifying root causes of technology service issues and driving cross-functional solutions.
Strong facilitation and stakeholder management skills across distributed teams.
Proficiency with tools such as JIRA, Confluence, and service management platforms.

Nice To Haves

Familiarity with end-user computing, collaboration platforms, IT support workflows, or device/software lifecycle processes.
Background in enterprise-scale infrastructure operations and end user technologies.
Experience embedding continuous improvement and client experience metrics into program delivery.
Strong problem-solving ability and capacity to lead in high-pressure, critical situations.
Background in financial services or regulated industries.

Responsibilities

Serve as the advocate for customer and employee technology experiences across ETS programs.
Identify critical experience gaps and systemic issues impacting end users, executives, and clients.
Develop and execute strategic roadmaps for addressing technology pain points and improving service delivery.
Sponsor and lead initiatives that align technology outcomes with business and client expectations.
Direct large-scale initiatives spanning multiple infrastructure, cloud, collaboration, and end-user computing platforms.
Define scope, objectives, timelines, and resource requirements for client experience improvement programs.
Rigorously manage risks, dependencies, and issues across initiatives, ensuring successful outcomes.
Provide clear reporting and program status updates to senior leadership and governance forums.
Build mechanisms to capture, analyze, and prioritize feedback from clients, employees, and executives.
Facilitate retrospectives and reviews to uncover root causes of recurring issues and identify opportunities for process optimization.
Promote a culture of continuous improvement, embedding client-centric metrics and KPIs into program delivery.
Drive the adoption of automation, AI, and self-service solutions to enhance customer and employee experiences.
Partner with business units, IT leaders, and external partners to ensure alignment of technology initiatives with enterprise goals.
Act as the primary liaison for client experience strategies across ETS and enterprise-wide forums.
Deliver executive-level communications, including dashboards, reports, and strategic recommendations.
Ensure client experience initiatives are aligned with strategic themes, budgetary goals, and financial targets.
Validate/track financial forecasts and ensure value delivery across programs.
Represent client experience strategy in governance boards, portfolio planning sessions, and enterprise forums.

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.

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