Corporate Vice President - Colleague Experience Technical Program Manager

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.