Americas Digital Workplace Operations Lead

At AIG, we are reimagining the way we help customers to manage risk. Join us as an A

mericas Digital Workplace Operations Lead to play your part in that transformation. It’s an opportunity to grow your skills and experience as a valued member of the team.

At AIG, technology is at the heart of everything we do, from underwriting risks to processing claims. The Information Technology (IT) team equips our colleagues with the latest tools to complete their work efficiently, with the highest standards of excellence. The team is responsible for shielding the company’s systems from security risks, while designing technology strategies that enable AIG’s businesses to achieve their goals. Innovation in IT drives innovation across the organization.

American International Group, Inc. (AIG) is a leading global insurance organization providing a wide range of property casualty insurance and other financial services. We provide world-class products and expertise to businesses and individuals in more than 200 countries and jurisdictions through AIG operations, licenses and authorizations as well as network partners. And we are committed to using our insights and thought leadership to not only manage risks, but to make real positive differences in every community we serve.  

• Provide operational oversight for all Digital Workplace technologies, tools and support functions to provide a stable, reliable and productive platform for AIG employees and third-party staff in the Americas region.

• Digital Workplace technologies, tools and support functions include physical and virtual endpoints, M365, video conference systems, Digital Experience tools and DEX score objectives, mobile devices, help desk and field services management, print management and any new technologies owned by Digital Workplace

• Establish and maintain positive engagement and communications with key stakeholders in the AIG business and other technology and support functions such as real estate, network/voice, and business applications.

• Collaborate closely with Executive Support teams to ensure exceptional IT services are delivered to company executives.

• Maintain on-call availability to oversee and drive support teams to diagnose and resolve Major Incidents impacting the Digital Workplace environment.

• Implement strategies for exceptional Tech Bar/walk-up support and oversee service quality.

• Drive high-quality service delivery from third-party partners, ensuring adherence to SLAs and continuous improvement of the employee experience.  Act as single point of contact for key Americas third-party partners overseeing onboarding, approvals, contracts and escalations. 

• Advocate strong adherence to AIG change, incident and problem management principles to proactively prevent incidents and streamline the resolution of outages or disruptions.

• Ensure all operational practices conform to enterprise risk, compliance, and regulatory requirements, including audits and data protection standards.

• Work in close coordination with Digital Workplace engineering teams to align on incident trends, escalations, and roadmap enhancements.

• Monitor operational performance metrics and identify opportunities for efficiency, automation, and improved user experience.

• 7–10 years in IT operations or digital workplace environments, with 3+ years in a leadership role.

• Strong knowledge of core Digital Workplace technologies, with particular focus on Microsoft 365, GenAI capabilities, VDI, meeting room platforms, mobility management and end-user computing tools including laptops, desktops, and video conferencing systems.

• Demonstrated experience in managing and collaborating with third-party service providers in a multi-vendor environment to provide a positive employee experience.

• A strong track record of ensuring operational readiness and stability during various technology migrations and refresh efforts, software / OS upgrades and the introduction of new technologies

• Experience leveraging the Nexthink DEX system to improve employee experience is beneficial, along with familiarity of XLAs.

• Exceptional troubleshooting and analytical skills with a track record of resolving complex technical issues.

• Excellent communication skills, both verbal and written, with the ability to clearly convey technical issues to non-technical audiences and various layers of the organization.

• Exhibit strong influencing skills

• Proven ability to work collaboratively across teams, including engineering, support, and business stakeholders.

• Demonstrated experience managing third-party vendors including contract management, relationships management, and service quality management.

• Experience working in environments with incident management processes, preferably with exposure to ITIL framework.

• Strong organizational skills and ability to manage multiple priorities in a high-paced, dynamic workplace.

• Experience in the financial services industry or a similarly regulated environment is a plus.

Recommended Certifications:

• Microsoft 365 Certified: Modern Desktop Administrator Associate

• Nexthink Associate, Associate in IT Support, Professional in DEX Management or Professional in IT Support

• ITIL Foundation

Ready to take your career to the next level?  We would love to hear from you.

The base salary range for this position in Parsippany, NJ, is $88,000-$133,000.  In addition, the position is eligible for a bonus in accordance with the terms of the applicable incentive plan. We’re proud to offer a range of competitive benefits, a summary of which can be viewed here: US Benefits Overview

Veterans encouraged to apply

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At AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike.

Enjoy benefits that take care of what matters

At AIG, our people are our greatest asset. We know how important it is to protect and invest in what’s most important to you. That is why we created our Total Rewards Program, a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health, wellbeing and financial security—as well as your professional development—to bring peace of mind to you and your family.

Reimagining insurance to make a bigger difference to the world

American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world’s most far-reaching property casualty networks. It is an exciting time to join us — across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become.

Welcome to a culture of inclusion

We’re committed to creating a culture that truly respects and celebrates each other’s talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The talent of our people is one of AIG’s greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.

AIG provides equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.

AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities.  If you believe you need a reasonable accommodation, please send an email to [email protected].