Corporate Vice President - Colleague Experience Technical Program

Job Requisition ID: 93622

Location Designation: Hybrid - 3 days per week

Role Overview

The Technology Program Manager – Digital Colleague Experience Engineering is a senior technical leadership role responsible for architecting, delivering, and continuously improving enterprise-scale DEX and EUC technology capabilities across New York Life.

This role blends deep engineering expertise with disciplined program management, requiring a leader who can operate as both a hands-on technical strategist and an enterprise program driver. The individual will lead initiatives that modernize the colleague technology experience across endpoint platforms, collaboration environments, and enterprise service operations, leveraging advanced observability, automation, and service management frameworks.

The ideal candidate will possess strong knowledge of EUC engineering, digital experience monitoring platforms, endpoint management ecosystems, and enterprise service delivery models, combined with the ability to drive large-scale cross-functional technology programs.

This leader will partner with infrastructure, digital workplace, cloud, and service management teams to improve technology reliability, colleague productivity, and operational efficiency, while establishing measurable improvements in experience-level outcomes, incident reduction, and problem management maturity.

What You’ll Do:

Digital Experience Engineering & EUC Platform Strategy

Architect and drive enterprise-wide initiatives that improve the end-to-end digital colleague experience across endpoint platforms, applications, and collaboration services.

Leverage DEX platforms such as Nexthink, ThousandEyes, and ZDX to provide visibility into colleague technology performance and experience.

Develop and operationalize experience telemetry frameworks that correlate endpoint health, application performance, network conditions, and user sentiment.

Partner with engineering teams to implement proactive experience monitoring, automated remediation, and predictive incident detection.

Design scalable EUC architectures supporting modern workplace environments including device lifecycle management, secure endpoint provisioning, and hybrid work capabilities.

Establish engineering standards for endpoint observability, performance baselining, and experience analytics.

Endpoint Management & Platform Engineering

Provide technical and strategic leadership across enterprise endpoint management platforms including:

Microsoft Intune

Microsoft Endpoint Configuration Manager (MECM / SCCM)

Mobile device management (MDM) and unified endpoint management (UEM) ecosystems

Lead initiatives that improve critical colleague-facing operational activities such as device provisioning, issue remediation automation, and application deployment.

Drive organizational approach to modern zero-touch provisioning, policy-driven configuration management, and automated device remediation capabilities.

Partner with cybersecurity and architecture teams to ensure secure endpoint posture aligned with enterprise security frameworks.

Service Delivery, ITSM & Operational Excellence

Partner with IT Operations and Service Delivery to lead the evolution of IT Service Management (ITSM) practices across ETS with a focus on experience-centric service delivery.

Leverage ServiceNow and associated platform capabilities to improve:

Incident management

Problem management

Knowledge management

Service request automation

Operational reporting and analytics

Enforce structured problem management frameworks that identify systemic technology issues impacting colleague experience.

Partner with operations and engineering teams to drive root cause elimination, permanent corrective actions, and service reliability improvements.

Embed ITIL best practices into operational workflows and technology service models.

Problem Management & Experience Reliability

Follow and enforce enterprise standards for proactive problem management tied directly to colleague experience outcomes.

Implement data-driven approaches that combine DEX telemetry, service desk data, and operational metrics to identify systemic issues.

Lead cross-domain remediation efforts spanning endpoint platforms, infrastructure, application services, and network services.

Develop repeatable problem management playbooks, governance processes, and engineering escalation frameworks.

Workforce Utilization & Operational Intelligence

Develop frameworks for measuring team utilization, operational workload distribution, and engineering capacity planning.

Leverage service management and experience data to identify:

Operational bottlenecks

Service demand trends

Workforce capacity gaps

Implement reporting mechanisms that enable leadership to optimize staffing models, balance workloads, and improve service delivery efficiency.

Provide data-driven insights that guide operational planning and service performance improvements.

Stakeholder & Executive Engagement

Serve as the technical and operational leader for enterprise colleague experience initiatives within ETS.

Translate complex engineering insights into executive-level narratives focused on productivity, reliability, and service outcomes.

Partner with domain leaders across:

Digital Workplace

Infrastructure Engineering

Cloud Platforms

Cybersecurity

Enterprise Architecture

Service Operations

Influence cross-functional teams to drive enterprise-wide improvements in technology service experience.

What You’ll Bring:

10+ years of experience in enterprise technology engineering, digital workplace engineering, or infrastructure program leadership.

Demonstrated experience leading large-scale EUC, DEX, or workplace technology transformation initiatives.

Deep technical knowledge of Digital Experience Monitoring platforms, including:

Nexthink

ThousandEyes

Zscaler Digital Experience (ZDX)

Strong experience with endpoint management platforms, including:

Microsoft Intune

Microsoft Endpoint Configuration Manager (MECM / SCCM)

Unified Endpoint Management ecosystems

Hands-on familiarity with enterprise ITSM platforms, including:

ServiceNow

Workflow automation and service catalog design

ITSM data analytics and reporting

Strong understanding of enterprise service delivery frameworks and ITIL processes, including incident, problem, and change management.

Experience implementing observability, telemetry, and service analytics frameworks.

Strong ability to analyze system dependencies, infrastructure architectures, and service delivery workflows.

Demonstrated ability to operate effectively in complex, highly regulated enterprise environments.

Preferred Certifications

ITIL v4 Certification

Project Management Professional (PMP)

SAFe Agilist or Scaled Agile certification

Certified Scrum Master (CSM)

Microsoft Endpoint Management certifications

Cloud certifications (AWS, Azure, or GCP)

Education

Bachelor’s degree in Computer Science, Information Systems, Engineering, or related technical discipline required.

Pay Transparency

Salary Range: $185,000-$264,500

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.

Company Overview

At New York Life, our 180-year legacy of purpose and integrity fuels our future. As we evolve into a more technology-, data-, and AI-enabled organization, we remain grounded in the values that drive lasting impact.

Our diverse business portfolio creates opportunities to make a difference across industries and communities—inviting bold thinking, collaborative problem-solving, and purpose-driven innovation. Here, you’ll find the rare balance of long-standing stability and forward momentum, supported by an inclusive team that honors tradition while embracing progress.

As a Fortune 100 mutual company, we offer a place to grow your skills, contribute to meaningful work, and deliver solutions that matter. Your ideas drive what’s next, and your growth powers it.

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

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: 93622