Senior Associate - Field Enablement Operations Lead

Job Requisition ID: 94305

Location Designation: Hybrid - 3 days per week 

Role Overview:

New York Life’s Field Experience (FX) value stream is on a continued journey to transform the end-to-end experience for New York Life’s field agents and managers, encompassing all field tools and focus initiatives to build and enhance the tools, training, and support that empowers the field to thrive.

The ideal candidate is looking to join a recently formed team (Field Enablement) of professionals charged with supporting the rapid paced development and adoption of new tools, systems, and processes across the Field Experience value stream.

Reporting to the FX-Field Enablement Team Lead, this role serves as a key operational partner to the Field Enablement team, with primary responsibility for planning and executing FX engagement across Advisory Groups (AAC, ABD, MPAC, and DMAC), including agenda development, materials, stakeholder communications, and follow-up actions. The individual will also administer the end-to-end management of AAC suggestions and field feedback processes, driving continuous improvement in how feedback is captured, evaluated, communicated, and actioned. In partnership with Agency Communications, the role will develop and implement a more coordinated and data-informed approach to FX field-facing communications. Additionally, the individual will support team operations, project coordination, and the development of scalable tools, playbooks, and governance practices that enhance team effectiveness and support the successful delivery of Field Experience initiatives.

What You'll Do:

• Serve as a strategic liaison between Field Experience and Agency’s Advisory Groups, ensuring FX projects are effectively represented with those groups.

• Own and continuously improve the end-to-end process for AAC suggestions and field feedback intake, additionally creating scalable mechanisms for tracking, prioritization, and resolution.

• Partner with Agency Communications to establish a coordinated communication process, to improve the effectiveness, coordination, and governance of field-facing communications.

• Support the development of operational frameworks, tools, playbooks, and governance processes that enable efficient execution across the Field Enablement team.

• Support field engagement activities, including Joint Advisory Product Groups (JAPG), study groups, feedback forums, and other mechanisms designed to gather actionable field insights.

• Identify opportunities to improve team effectiveness through process improvement, technology solutions, automation, and AI-enabled capabilities.

Key Responsibilities

Advisory Group & Field Engagement Management

• Lead planning and coordination for FX participation in AAC, ABD, MPAC, and DMAC meetings, including shaping agendas, materials, presentations, talk tracks, and logistics.

• Track and drive accountability for follow ups, action items, decisions, and commitments resulting from advisory group discussions, ensuring timely follow-through and visibility.

• Coordinate monthly committee calls and ongoing engagement activities between FX and advisory group members.

• Support other field engagement forums (e.g., study groups, JAPG) with agenda development, meeting preparation, calendaring, and follow-up coordination.

ACC Suggestions & Field Feedback Operations

• Own and enhance the end-to-end intake, evaluation, tracking, communication, and reporting process for AAC Suggestions and other field feedback channels.

• Partner with stakeholders across FX to assess requests, coordinate responses, and ensure appropriate resolution and communication back to the field.

• Analyze feedback trends and identify opportunities to improve field experience processes, products, tools, and support models.

• Develop and implement enhancements and tools to intake and tracking processes to improve efficiency, transparency, and stakeholder experience.

Communications Strategy & Governance

• Collaborate with FX stakeholders and Agency Communications to establish a coordinated approach to FX communications, ensuring alignment, consistency, and appropriate field visibility.

• Maintain an inventory and governance process for field-facing communications, helping streamline messaging and reduce communication fatigue.

• Track and Analyze communication requests to provide insights and recommendations that support business priorities and continuous improvement.

Team Operations & Project Support

• Serve as a trusted partner to the Field Enablement Team Lead in advancing team priorities, operational management, and execution of key initiatives.

• Support project coordination, status tracking, project plan maintenance, and reporting across Field Enablement activities.

• Help evolve team playbooks, operating procedures, and knowledge management resources that enable scalable and consistent execution.

• Explore and leverage tools, automation, and emerging technologies (AI) to enhance team efficiency, visibility, and execution.

What You'll Bring: 

• Bachelor's Degree required.

• Minimum 5–8 years of professional experience in financial services, operations, field support, business management, project management, communications, or related disciplines.

• Experience working with agents, advisors, field leaders, or field-facing organizations strongly preferred.

• Demonstrated ability to manage multiple priorities, stakeholders, and deliverables in a fast-paced environment.

• Strong organizational, planning, and execution skills with exceptional attention to detail and excellent follow-through (PPT, Excell proficiency).

• Excellent written and verbal communication skills, including the ability to develop presentations, communications, and executive-ready materials.

• Proven ability to build relationships and collaborate effectively across business functions and leadership levels.

• Experience developing or improving operational processes, workflows, governance practices, or business procedures.

• Experience utilizing project management, workflow, collaboration, or knowledge management tools; familiarity with CODA or similar platforms is preferred.

• Demonstrated problem-solving skills, intellectual curiosity, and a proactive approach to identifying opportunities for continuous improvement.

#LI - EM1

#LI - HYBRID

Job Level: LEVELPF4

Pay Transparency

Salary Range: $110,000-$143,000 

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.

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.

Job Requisition ID: 94305

​

​