Manager (M1) Customer Advocacy & Research and Resolution - 94430

 

Location Designation: Hybrid - 2 days per week 

 

 

 

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

Role Overview

Customer Advocacy and Research & Resolution serve critical roles in addressing complex customer concerns, escalations, and non-standard service matters across Life Insurance and Annuity Operations.

As Manager, Customer Advocacy & Research and Resolution, you will lead two complementary functions responsible for complex customer complaints, high-impact escalations, and centralized research and resolution. You will set priorities, drive operational performance, and strengthen escalation and resolution practices.

Working across Service, Operations, Compliance, Legal, Risk, Product, Technology, Field Service, and other business areas, you will coordinate complex resolutions and use complaint, escalation, and operational insights to identify systemic issues, emerging risks, and opportunities to improve the customer and agent experience.

This role requires a strong people and operational leader who can navigate complex and sensitive matters, develop high-performing teams, influence across organizational boundaries, and balance customer advocacy with sound operational, regulatory, and risk practices.

What You’ll Do

• Lead, coach, and develop Customer Advocacy and Research & Resolution teams, fostering accountability, sound judgment, collaboration, and a strong customer-focused culture.
• Drive operational performance through effective workload and capacity management, service and quality standards, and case-aging and backlog management.
• Oversee complex customer complaints and high-impact, non-standard escalations, ensuring appropriate prioritization, investigation, documentation, coordination, and resolution.
• Establish effective escalation and case-management practices based on customer impact, urgency, aging, risk, and business impact.
• Oversee centralized Research & Resolution, including deep investigation, historical case reconstruction, multi-system research, root cause analysis, and cross-functional resolution support.
• Provide leadership and sound judgment on complex, sensitive, and high-impact matters that cannot be resolved through normal service channels.
• Partner across Service, Operations, Product, Technology, Compliance, Legal, Risk, Field Service, and other areas to resolve complex matters, clarify ownership, manage dependencies, and influence outcomes.
• Integrate complaint, escalation, and R&R insights to identify systemic issues, control gaps, emerging risks, and opportunities to improve the customer and agent experience.
• Monitor service, quality, productivity, aging, workload, and trends to identify performance gaps and emerging issues.
• Lead governance, reporting, and continuous improvement efforts, leveraging data, technology, and AI-enabled capabilities to strengthen decision-making and operational effectiveness.
• Translate Customer Advocacy and R&R insights into recommendations that improve processes, controls, training, technology, and customer experience and inform broader business decisions.
• Lead change initiatives impacting the functions and support effective adoption of new processes, tools, technologies, and controls.

What You’ll Bring

Required Skills

• Bachelor’s degree or equivalent combination of education and relevant business experience.
• Proven people leadership experience, including developing talent, managing performance, establishing priorities, and leading teams in a complex service or operations environment.
• Demonstrated ability to lead complex, sensitive, and high-impact customer or operational matters requiring sound judgment, escalation management, and cross-functional coordination.
• Strong analytical and problem-solving skills with the ability to synthesize complex information, identify root causes, trends, and risk or control implications, and develop actionable recommendations.
• Strong operational leadership skills with experience managing capacity, service performance, quality, competing priorities, and change.
• Strong coaching and talent-development skills with the ability to build team capability and foster accountability and collaboration.
• Excellent communication and interpersonal skills with the ability to influence and build partnerships across levels and functions.
• Ability to balance customer advocacy, business objectives, regulatory considerations, operational risk, and sound judgment.
• 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 customer complaint, escalation management, research and resolution, or complex case-management functions.
• Experience using customer insights, operational data, and root cause analysis to identify systemic issues and influence improvements.
• Familiarity with complaint management, regulatory compliance, operational risk, controls, and appropriate Legal, Compliance, Risk, fraud, privacy, and regulatory referral pathways.

 

Pay Transparency

Salary Range: $90,000-$128,500 

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 individual’s experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.

 

Please note: This role requires FINRA licensed and/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 Life’s leadership in this space.

Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the Foundation. We're 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 www.NewYorkLife.com.

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Job Requisition ID: 94430