Manager of Telephony Experience


Posting Date: Apr 12, 2024

Location: Tampa, FL, US

Company: New York Life Insurance Co

Location Designation: Hybrid - 3 days per week 



When you join New York Life, you’re joining a company that values career development, collaboration, innovation, and inclusiveness. We want employees to feel proud about being part of a company that is committed to doing the right thing. You’ll have the opportunity to grow your career while developing personally and professionally through various resources and programs. New York Life is a relationship-based company and appreciates how both virtual and in-person interactions support our culture.



This position primarily involves a hybrid work schedule - working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday. 


At New York Life Direct, we are embarking on an exciting transformation journey to innovate and enhance our digital capabilities. As we accelerate our digitization efforts to drive revenue growth and enhance customer satisfaction, we are seeking a talented Manager for our Telephony Experience Group. This role is pivotal in shaping the end-to-end digital solutions that will redefine our customer interactions and ensure our continued relevance in an increasingly digital world.

As the Manager of the Telephony Experience Group, you will lead a dedicated team of analysts, configuration/administration experts, and testers to support the delivery of our telephony roadmap. Collaborating closely with key functional partners across the organization, you will champion the development of best-in-class digital solutions that elevate our customer experience and drive operational efficiency. Your strategic leadership, technical expertise, and people management skills will be critical in achieving our digital transformation goals and fostering a culture of innovation and inclusivity within the team.


Key Responsibilities:


  • People Leadership: Lead, coach, and mentor a team of technical resources fostering a culture of collaboration, growth, and excellence. Empower team members to contribute their best work and develop their skills and capabilities.
  • Telephony Roadmap Execution: Drive the execution of our telephony roadmap by analyzing, developing, and implementing new and enhanced servicing functionality. Ensure alignment with business objectives and customer needs while adhering to Agile principles and methodologies.
  • Stakeholder Engagement: Act as a liaison between technical teams and various stakeholders, ensuring open communication channels and active engagement throughout the project lifecycle. Anticipate stakeholder needs and prioritize projects within the Agile framework to maximize business impact.
  • Technical Expertise: Utilize your advanced knowledge of voice technology solutions and industry best practices to troubleshoot issues, identify opportunities for improvement, and drive continuous innovation. Stay abreast of emerging trends and technologies to inform decision-making and strategy development.
  • Performance Monitoring and Optimization: Monitor key metrics and business indicators to assess the impact of telephony solutions on business operations, system performance, and customer experience. Proactively identify areas for optimization and implement strategies to enhance performance and efficiency.
  • Cross-Functional Collaboration: Collaborate with cross-functional teams to overcome technical challenges and achieve time-sensitive objectives associated with complex projects. Foster a culture of collaboration, knowledge sharing, and collective problem-solving to drive successful outcomes.



  • Experience: Minimum of 5 years of related technology experience, with a proven track record of success in implementing voice technology solutions and managing technical teams.
  • Industry Knowledge: Advanced understanding of the Life Insurance industry, coupled with strong coaching and people development skills. Demonstrated ability to analyze complex problems, develop innovative solutions, and drive results.
  • Agile Practices: Preferred experience with Agile practices and methodologies, with a deep understanding of development concepts and SDLC methodologies.
  • Technical Skills: Demonstrated expertise in major IVR technologies, Computer Telephony Integration, voice recording, and operational analytics. Experience with voice technology tools such as Nuance, Cisco, Finesse, CUIC, and Verint is highly desirable.
  • Problem-Solving Abilities: Strong analytical and problem-solving skills, with the ability to make timely, strategic decisions that impact overall initiative success and operational effectiveness.
  • Inclusive Leadership: Commitment to fostering an inclusive work environment where every team member feels valued, respected, and empowered to contribute their unique perspectives and talents.

Why Join Us:


  • Impactful Work: Opportunity to play a key role in shaping the future of our digital customer experience and driving meaningful impact for our business and customers.
  • Professional Growth: Continuous learning and development opportunities to enhance your skills, expand your knowledge, and advance your career in a dynamic and supportive environment.
  • Inclusive Culture: Commitment to diversity, equity, and inclusion, with initiatives aimed at fostering a culture of belonging, respect, and collaboration.
  • Competitive Benefits: Competitive compensation package, comprehensive benefits, and a supportive work-life balance to help you thrive personally and professionally.

We welcome candidates from diverse backgrounds and experiences to join our team and contribute to our shared success!


This position primarily involves a hybrid work schedule - working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday. 







Salary range: $72,500-$115,000 

Overtime eligible: Exempt 

Discretionary bonus eligible: Yes 

Sales bonus eligible: No 


Click here to learn more about our benefits. Starting salary is dependent upon several factors including previous work experience, specific industry experience, and/or skills required.



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. We invite you to bring your talents to New York Life, so we can continue to help families and businesses “Be Good At Life.” To learn more, please visit LinkedIn, our Newsroom and the Careers page of

Job Requisition ID: 90057




Nearest Major Market: Tampa

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