Manager, Customer Advocacy 94430

New York Life Insurance•Dallas, TX

1d•Hybrid

About The Position

Customer Advocacy transforms complex customer concerns into opportunities to improve the customer experience and strengthen business outcomes. As Manager, Customer Advocacy, you will lead a team responsible for investigating and resolving complex Life Insurance and Annuity customer complaints while driving operational excellence, regulatory compliance, and continuous improvement. In partnership with leaders across Service, Compliance, Legal, Product, Technology, and Field Service, you will leverage customer insights, complaint trends, and root cause analysis to influence business decisions, improve processes, and strengthen customer trust. This role is ideal for a collaborative leader who is passionate about developing people, solving complex business challenges, and creating lasting improvements across the enterprise.

Requirements

Bachelor's degree or equivalent combination of education and relevant business experience.
Proven leadership experience is mandatory, demonstrated through direct people management, leadership of cross-functional projects, or ownership of significant operational initiatives that delivered measurable business results within a customer service or business operations environment.
Candidates must meet this minimum qualification.
Strong analytical, critical thinking, and problem-solving skills with the ability to interpret data and translate insights into actionable business recommendations.
Excellent verbal, written, and interpersonal communication skills with the ability to influence and build effective partnerships across all organizational levels.
FINRA Series 6 license, or the ability to obtain within one year of hire.
FINRA Series 26 license, or the ability to obtain within one year of hire.

Nice To Haves

Experience supporting Life Insurance, Annuity Operations, Customer Service, Financial Services, or another highly regulated industry.
Experience leading continuous improvement, governance, or operational excellence initiatives using customer insights and data analytics.
Familiarity with complaint management, regulatory compliance, risk management, or customer advocacy functions.
Experience leveraging technology, reporting tools, or AI-enabled capabilities to improve business processes and customer outcomes.

Responsibilities

Lead, coach, and develop a high-performing team of Customer Advocacy professionals, fostering accountability, collaboration, continuous learning, and exceptional customer service.
Oversee the investigation and resolution of complex customer complaints by balancing customer advocacy, regulatory requirements, operational risk, and sound business judgment.
Partner with cross-functional stakeholders across Service, Product, Technology, Compliance, Legal, and Field Service to resolve systemic issues and improve customer outcomes.
Analyze complaint trends, customer feedback, and root causes to identify opportunities for sustainable process improvements, operational excellence, and enhanced customer experiences.
Champion governance, reporting, and continuous improvement initiatives by leveraging technology, data, and AI-enabled capabilities to strengthen decision-making, improve operational effectiveness, and provide strategic insights to senior leadership.