Manager, Customer Advocacy 94430

Location Designation:Hybrid - 2 days per week

Business Unit Overview

Join Service Experience the engine powering exceptional experiences for New York Lifes clients agents and beneficiaries. Youll play a vital role in creating seamless customer experiences that build confidence trust and loyalty. Whether youre directly supporting clients throughout their life insurance needs or implementing innovative digital solutions your work impacts the quality of every interaction.

Role Overview

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 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.

What Youll Do

• 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.

What Youll Bring

Required Skills

• Bachelors 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.

Preferred Skills

• 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.

Pay Transparency

Salary Range:$73000-$115000

Overtime eligible:Exempt

Discretionary bonus eligible:Yes

Sales bonus eligible:No

Actual base salary will be determined based on several factors but not limited to individuals experience skills qualifications and job location. Additionally employees are eligible for an annual discretionary addition to base salary employees may also be eligible to participate in an incentive program.

Please note: This role requiresFINRA licensedand/or FINRA Associated Person pre-hire fingerprinting.

Our 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. Click here to discover more about our comprehensive benefit options or visit our NYL Benefits Site.

Our Commitment to Inclusion

At New York Life fostering an inclusive workplace is fundamental to who we are and how we serve our communities. We have a longstanding commitment to creating an environment where individuals can contribute their best and succeed together. This foundation is rooted in our core values of humanity and integrity ensuring that every employee feels valued and supported. By embracing a broad range of perspectives and experiences we achieve greater success and fulfill our promise of providing financial security and peace of mind to families across all communities.Click here to learn more about New York Lifes leadership in this space.

Recognized as one of Fortunes Worlds Most Admired Companies New York Life is committed to improving local communities through a culture of employee giving and volunteerism supported by the proud that due to our mutuality we operate in the best interests of our policy owners. To learn more about career opportunities at New York Life please visit the Careers page of .

Visit our LinkedIn to see how our employees and agents are leading the industry and impacting communities.

Visit our Newsroom to learn more about how our company is constantly evolving to meet our clients and employees needs.

Job Requisition ID:94430