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 Life's clients, agents and beneficiaries. You'll play a vital role in creating seamless customer experiences that build confidence, trust and loyalty. Whether you’re 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 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.

What You'll 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 You'll Bring

Required Skills

• 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.

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: $73,000-$115,000 

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

Job Requisition ID: 94430