Senior Associate - Field Enablement Operations Lead

New York Life•New York, NY

3d•$110,000 - $143,000•Hybrid

About The Position

New York Life’s Field Experience (FX) value stream is on a continued journey to transform the end-to-end experience for New York Life’s field agents and managers, encompassing all field tools and focus initiatives to build and enhance the tools, training, and support that empowers the field to thrive. The ideal candidate is looking to join a recently formed team (Field Enablement) of professionals charged with supporting the rapid paced development and adoption of new tools, systems, and processes across the Field Experience value stream. Reporting to the FX-Field Enablement Team Lead, this role serves as a key operational partner to the Field Enablement team, with primary responsibility for planning and executing FX engagement across Advisory Groups (AAC, ABD, MPAC, and DMAC), including agenda development, materials, stakeholder communications, and follow-up actions. The individual will also administer the end-to-end management of AAC suggestions and field feedback processes, driving continuous improvement in how feedback is captured, evaluated, communicated, and actioned. In partnership with Agency Communications, the role will develop and implement a more coordinated and data-informed approach to FX field-facing communications. Additionally, the individual will support team operations, project coordination, and the development of scalable tools, playbooks, and governance practices that enhance team effectiveness and support the successful delivery of Field Experience initiatives.

Requirements

Bachelor's Degree required.
Minimum 5–8 years of professional experience in financial services, operations, field support, business management, project management, communications, or related disciplines.
Experience working with agents, advisors, field leaders, or field-facing organizations strongly preferred.
Demonstrated ability to manage multiple priorities, stakeholders, and deliverables in a fast-paced environment.
Strong organizational, planning, and execution skills with exceptional attention to detail and excellent follow-through (PPT, Excell proficiency).
Excellent written and verbal communication skills, including the ability to develop presentations, communications, and executive-ready materials.
Proven ability to build relationships and collaborate effectively across business functions and leadership levels.
Experience developing or improving operational processes, workflows, governance practices, or business procedures.
Experience utilizing project management, workflow, collaboration, or knowledge management tools; familiarity with CODA or similar platforms is preferred.
Demonstrated problem-solving skills, intellectual curiosity and a proactive approach to identifying opportunities for continuous improvement.

Nice To Haves

Familiarity with CODA or similar platforms is preferred.

Responsibilities

Serve as a strategic liaison between Field Experience and Agency’s Advisory Groups, ensuring FX projects are effectively represented with those groups.
Own and continuously improve the end-to-end process for AAC suggestions and field feedback intake, additionally creating scalable mechanisms for tracking, prioritization, and resolution.
Partner with Agency Communications to establish a coordinated communication process, to improve the effectiveness, coordination, and governance of field-facing communications.
Support the development of operational frameworks, tools, playbooks, and governance processes that enable efficient execution across the Field Enablement team.
Support field engagement activities, including Joint Advisory Product Groups (JAPG), study groups, feedback forums, and other mechanisms designed to gather actionable field insights.
Identify opportunities to improve team effectiveness through process improvement, technology solutions, automation, and AI-enabled capabilities.
Lead planning and coordination for FX participation in AAC, ABD, MPAC, and DMAC meetings, including shaping agendas, materials, presentations, talk tracks, and logistics.
Track and drive accountability for follow ups, action items, decisions, and commitments resulting from advisory group discussions, ensuring timely follow-through and visibility.
Coordinate monthly committee calls and ongoing engagement activities between FX and advisory group members.
Support other field engagement forums (e.g., study groups, JAPG) with agenda development, meeting preparation, calendaring, and follow-up coordination.
Own and enhance the end-to-end intake, evaluation, tracking, communication, and reporting process for AAC Suggestions and other field feedback channels.
Partner with stakeholders across FX to assess requests, coordinate responses, and ensure appropriate resolution and communication back to the field.
Analyze feedback trends and identify opportunities to improve field experience processes, products, tools, and support models.
Develop and implement enhancements and tools to intake and tracking processes to improve efficiency, transparency, and stakeholder experience.
Collaborate with FX stakeholders and Agency Communications to establish a coordinated approach to FX communications, ensuring alignment, consistency, and appropriate field visibility.
Maintain an inventory and governance process for field-facing communications, helping streamline messaging and reduce communication fatigue.
Track and Analyze communication requests to provide insights and recommendations that support business priorities and continuous improvement.
Serve as a trusted partner to the Field Enablement Team Lead in advancing team priorities, operational management, and execution of key initiatives.
Support project coordination, status tracking, project plan maintenance, and reporting across Field Enablement activities.
Help evolve team playbooks, operating procedures, and knowledge management resources that enable scalable and consistent execution.
Explore and leverage tools, automation, and emerging technologies (AI) to enhance team efficiency, visibility, and execution.